Voice Agents

Voice Agents let your business answer and place customer calls at scale. They can handle routine questions, qualify leads, book appointments, collect order details, arrange delivery, and bring a person into the call when needed—using only the instructions, knowledge, and actions you approve.

Navigation: Open Phone in the left sidebar, then select Voice Agents.

Create a Voice Agent

Create a separate agent when you need a distinct phone experience, such as a sales receptionist, appointment-booking line, order desk, or after-hours support line.

Select Create Voice Agent or the add action.
Enter an Agent Name that teammates will recognize.
Choose the customer language and voice options shown on the form.
Write the System Prompt: the agent’s responsibilities, tone, boundaries, and handover rules.
Enter the First Message customers hear when a call begins.
Save the agent.

The agent editor enables additional tabs after the first save.

Use the Voice Agents list

The list is your control center for seeing which phone experiences are ready, testing changes, and opening the activity needed to improve them.

Search by agent name, language, or phone number. Each card shows the agent’s language, status, selected role, connected CRM or delivery indicators, and a preview of the first message.

Use Settings to edit, Test for a safe preview, Make a call for an outbound call, Call logs for filtered history, and Feedback for recent-call review. A flow badge indicates that inbound call flows use the agent; review those flows before deleting it.

Write useful call instructions

Call instructions turn your real service process into consistent spoken behavior. Use direct, customer-focused guidance. Include:

who the agent represents and what it can help with;
questions it should ask before taking an action;
facts it must confirm rather than assume;
topics it must hand over to a person;
how it should close a call;
pronunciation guidance for important names when needed.

Keep volatile facts such as policies and product details in the Knowledge Base instead of duplicating them throughout the prompt.

See Agent roles and instructions before applying or resetting a role preset.

Configure the agent tabs

General

Use General to shape the caller’s first impression and define what the agent is responsible for. Update the name, language, voice, first message, and core instructions. Test again whenever you change the greeting or responsibilities.

CRM

Enable CRM when you want useful call results to reach the team that follows up—for example, creating a sales opportunity with the caller’s contact details and request instead of leaving that information only in a transcript. Choose a connected CRM account and, when offered, the pipeline and stage used for customer records. Review field and action settings before enabling CRM tools. See CRM integrations.

Delivery

Enable Delivery when you want the agent to act as an order-booking and shipping assistant, even if you do not use Shopify. For example, it can collect the products and quantities a caller wants, confirm recipient and payment details, find a Nova Post location, quote delivery, create a waybill after the customer confirms, and make the fulfillment request visible to your team through CRM.

Delivery settings appear only after the required CRM and delivery connections are active. Enable delivery for this agent, choose whether to use workspace defaults or an agent-specific route, and review which delivery actions are allowed. See Delivery integrations.

Knowledge Base

Assign Knowledge Base content so callers receive answers based on your approved policies, services, and product information rather than relying on a long script. Choose the folders and documents this agent should use. Limit the selection to the agent’s role and region. Advanced search settings should be changed only after testing shows a consistent retrieval problem.

AI Tools

Tools turn the agent from an information line into a service that can complete useful work during a call. For example, a receptionist can check availability and book a meeting, a sales agent can look up connected-store products, and an order agent can capture the details your team needs for follow-up.

Expand each tool card, review prerequisites, and enable only what the agent needs.

Calendar booking requires a connected account, working hours, timezone, and meeting defaults. Commerce features require an eligible connected store. Tool availability can also depend on the agent’s CRM and delivery settings.

Danger

Use destructive actions only when you are sure the agent is no longer needed. Review call flows, campaigns, and phone-number assignments before deleting an agent.

Test a Voice Agent

Testing lets you hear the caller experience and catch wording, knowledge, or action problems before attaching the agent to a live number. Use Test or Preview from the agent card or editor. Test:

the opening message;
normal questions and interruptions;
names, dates, addresses, and confirmation steps;
knowledge questions;
requests that use enabled tools;
requests for a human;
an unsupported or sensitive request.

Do not rely on one successful call. Test several natural phrasings and both quiet and noisy conditions before using the agent with customers.

Make an outgoing call

An outgoing call lets an agent handle an individual approved task such as a customer follow-up, appointment confirmation, or lead qualification. From an eligible active agent, choose the outgoing-call action, select an available caller number, enter the destination, and confirm. Check Call Logs & Recordings before trying again if the outcome is unclear.

Connect an agent to inbound calls

Connecting an agent to an inbound flow makes it available to real callers at the right point in their journey, with operator and voicemail paths available around it. Create or edit a flow under Phone → Phone Numbers → Inbound Call Flows, add an AI Agent step, and select the Voice Agent. Validate, save, activate, and assign the flow to an eligible number. See Inbound Call Flows.

If you still need a phone number, connect a Twilio account and number for complete inbound routing, or use an External SIP provider when you need to keep provider-managed SIP routing.

Review activity and feedback

Activity and feedback show whether calls achieved their purpose and give your team concrete examples for improving behavior. Agent cards provide shortcuts to call logs, recent calls, and quality feedback when available. Use recordings and transcripts responsibly and follow your organization’s notice and retention requirements.

Troubleshoot a Voice Agent

The agent cannot receive calls

Confirm that the agent is active, the inbound flow is active and valid, and the correct number is assigned to that flow.

An outgoing call cannot start

Confirm the destination format, agent status, available caller number, plan access, and phone connection. Look for an existing attempt in Call Logs before retrying.

Knowledge or tools do not work

Check the relevant tab for assignments and prerequisites. Test Knowledge Base search separately, then start a new agent test after changes.

Handover does not reach anyone

Confirm that the inbound flow has a connected operator path or operator group, and that the agent’s handover feature is enabled. Test during and outside business hours.