Voice Agents

A voice agent answers and places real phone calls on your behalf — handling routine inbound questions, and following up on scheduled callbacks — in the caller's own language.

Who can do this

Client Admin. This is an Enterprise-plan feature.

Set up a voice agent

Go to AI Agents → Voice Agents and open (or create) an agent. Configuration is split across a few tabs:

• Identity — the agent's name, and which of the 12 supported languages it should speak (Hindi, English, Hinglish, Telugu, Tamil, Kannada, Malayalam, Marathi, Bengali, Gujarati, Punjabi, or Odia).
• Persona — a free-text description of the tone and personality you want the agent to have on calls, beyond just picking a preset.
• Greetings — separate greeting scripts for inbound calls versus outbound calls, since the right opening line differs depending on who called whom.
• Knowledge & Behaviour — what the agent knows, organised into four sections: what you sell, logistics, policies, and your most common questions. A fixed set of guardrail rules is always applied on top and shown here for reference, but isn't editable.
• Call History — a record of past calls this agent has handled, with recordings and scores where available.

Touch-tone (DTMF) menu

Under Knowledge & Behaviour, you can configure what happens when a caller presses a number on their keypad during a call — for example, routing "press 1" to transfer the call to a person, or "press 2" to book a site visit. Any digit left unconfigured has no action.

Automatic WhatsApp follow-up

If enabled for this agent, a WhatsApp message is sent automatically after a call that scores well (60 or above), as long as the customer's 24-hour WhatsApp messaging window with you is still open. This follow-up also respects your organisation-wide AI agent kill switch — if you've paused AI agents from AI Agents → Workflow Config, this automatic message won't send either.

Callbacks and unanswered questions

If a caller asks something the agent can't answer, or asks to be called back, this is logged automatically. Scheduled callbacks are dialed out on their own by a background process — you don't need to trigger them manually. Unresolved questions from past calls appear under the Unanswered Questions tab so your team can follow up and, where useful, teach the agent the answer for next time.

Pronunciation dictionary

Platform-level only. If the agent is mispronouncing a specific word or name, a pronunciation rule can be added so it reads it back correctly on future calls.

A note on guardrails

Every voice agent has a baseline set of safety and behaviour guardrails applied automatically, shown read-only under Knowledge & Behaviour — these can't be turned off, and don't need to be configured.

For usage-based billing on voice agent activity, see AI Agents.