Set up a voice agent
Choose your agent's voice, shape the conversation, and connect a phone number.
A voice agent answers or places calls using the behavior and knowledge you configure. Start with one clear job, such as answering common questions and capturing callback requests.
Create your agent
Open Voice → Agents and choose the create-agent action. Follow the setup flow, then open the agent to review its settings. If the workspace shows a plan or access requirement, resolve that before testing calls.
The agent's navigation separates its main settings:
| Screen | What to configure |
|---|---|
| Persona | The agent's identity, language, voice, and call-length limit. The page is titled Character. |
| Behavior | Instructions, greeting, speaking style, customer context, and task choices. |
| Actions | Live-call capabilities and automations that run after a call. |
| Articles and FAQs | Knowledge the agent can use when answering customers. |
Choose language and voice
In Persona, give the agent a recognizable name and choose its primary Language. Use Browse Available Voices to listen to options before selecting one.
If the agent should switch languages during a call, add them under Supported spoken languages. The selected voice must support them. Changing the primary language resets the selected voice, so check it again before saving.
Use Recognition keywords for uncommon product names, place names, or terms your callers use. Set Maximum call length to control how long a connected call can run. Save with Save Character.
Shape the conversation
Open Behavior and work through its tabs:
- Instructions: describe the agent's role, what it should help with, and when it should ask for help. See Prompting.
- Greeting: set the opening message and whether callers may interrupt it. If conditional greetings are enabled, review those rules as well.
- Speaking & timing: adjust reply timing, silent pauses, speaking style, and response length.
- Customer context: connect information from your own service when the call begins.
- Tasks: select the task types this agent should capture for your team.
Save your changes. For tasks and connected services, also review Tasks and follow-ups, Customer context, and Tools and actions.
Connect a phone number
An agent needs a connected number before customers can reach it by phone.
- Open Settings, then Channels > Phone Numbers, and choose Add Number if you need a number or connection.
- Follow the available setup option and review any cost or plan requirements shown.
- Assign the number to your agent. You can also use Assign number from the agent's Persona screen.
- Check the displayed assignment before placing a test call.
Reassigning a number changes which agent receives its inbound calls. Removing an assignment stops routing to that agent, but does not release the number or end its applicable charges. Review the number's settings separately if you want to release it.
Make a test call
Call the connected number and try a realistic customer request. Listen for the greeting, ask a knowledge question, and test a task or action you enabled. Then open Calls to review the summary, transcript, and recorded activity.
If something is wrong, change one relevant setting and test again. For example, adjust Reply timing if the agent interrupts too quickly, or add knowledge if it cannot answer a product question.