Email and phone

Voice AI

An AI receptionist for the calls you can't take. It knows your business, follows your instructions, takes a message, and puts a summary and the transcript in Conversations.

#Turning it on

In Settings → Phone System, open ⋯ → Edit Configuration on a number and set Set the Backup to Voice AI.

• Agent name and Voice (Joanna or Matthew, American; Amy or Brian, British; or the default).
• Greeting: its first words. Empty: "Hi, thanks for calling Acme Coaching. This is Ava. How can I help you today?"
• Instructions: what it should do and say, in your words. For example: "Ask which program they're interested in and when they're free. Mention the free discovery call."

It answers when nobody picks up in time, or straight away if the number has no forwarding phone. You can also set it up by chat: "Let a Voice AI agent called Ava answer the calls I miss".

#What it knows, and what it won't do

• It answers from your Brand Brain and your business details: products and prices, calendars, FAQs, address and time zone.
• It keeps answers to a few spoken sentences, asks for the caller's name and the best way to reach them, and says goodbye when they're done.
• It never invents prices or promises. If it doesn't know, it says someone will get back to them. Callers can't talk it out of its instructions.

#Actions and working hours

• Call Transfer: when the condition you write happens (for example "the caller asks for a person or it's urgent"), the agent says your message and puts the caller through to the phone you chose. If nobody answers, the caller comes back to the agent.
• Send SMS: when the condition happens (for example "the caller wants to book a call"), the agent texts the caller your message, like your booking link, from the number they called.
• Appointment Booking: choose one of your calendars. If it takes bookings, the agent offers the same free times as its booking page (its hours, days off, buffers and notice), and the caller gets its confirmation and reminders; otherwise it offers times inside your Working Hours (or weekdays 9 to 5), with the length and time zone you choose here. Never a time that's already booked; it books the one the caller picks, in your Calendar on the caller's contact.
• Update Contact Field: choose a contact field (company, email, city…) or one of your own fields (like Budget). When the caller says it, the agent saves it on their contact.
• Trigger a Workflow : when the condition happens (for example "the caller wants us to follow up"), the agent starts one of your automations for the caller.
• Custom Action : when the condition happens, the caller's name, the action and the conversation so far go to a webhook address you give (Zapier, Make, your own system).
• Each action runs at most once per call; up to five actions per number.

• Working Hours: All Hours, or a Custom Schedule in your time zone, per day. Outside it, voicemail takes the call. A range that ends before it starts (22:00 to 06:00) runs past midnight.
• Longest call (1 to 30 minutes) and Save the call summary to contact notes.

#Test your agent

Try your agent without phoning it: open Settings → Phone System, click ⋯ on the number and choose Test Voice AI agent (or Save and test agent in Edit Configuration). Type what a caller would say. The agent answers exactly as it would on a call, with your instructions, business details, actions and free booking times.

• Actions only say what they would do ("would text the caller…", "would book Tuesday at 10:00…"). Nothing is sent, booked or saved, and nothing appears in Conversations.
• The test uses your saved settings. Outside the working hours, it tells you real callers would get voicemail.
• You can also ask your assistant: "Test my Voice AI: how much does coaching cost?"

#Recording AI calls

With Call Recording on (Edit Configuration), calls the agent answers are recorded too, both sides, and the recording plays in Conversations next to the transcript. With Play Call Recording Message on, the caller hears "This call may be recorded" once, before the forwarded ring or, with no forwarding phone, before the greeting.

#After the call

The call appears in Conversations, unread, with:

• a summary ("Dana Cruz asked about the price of coaching"), the reason, and a Follow up tag when someone should get back to them;
• the whole transcript, including what the agent did (a transfer, a text);
• a note on the contact with the same, and the caller's name or email filled in if they gave it and the contact had none.