Academy
4. Creating and Configuring AI Voice Agents
Build an AI voice agent from a template, tune its behavior in the editor, and attach a phone number so it can handle calls.
An AI voice agent is a virtual assistant that handles phone calls on your behalf. In the Communication Hub, you create one by selecting a template, which gives you a ready-made starting point. From there, you open the agent editor to fine-tune its behavior — adjusting how it greets callers, what questions it asks, and how it responds to objections. Once configured, you attach a phone number using the "Get a number" option so the agent can take or make live calls. Templates let you get started fast, while the editor gives you full control over personality and logic.
The agent editor is where you shape your voice agent's behavior after choosing a template. You can define call scripts — structured scenarios that include goals, questions to ask, and objection-handling strategies. Scripts are created and managed under Voice > Scripts, and then attached to your agent or to specific calls. This means you can have different scripts for different use cases (e.g., appointment booking vs. lead qualification) and swap them as needed. A well-crafted script ensures your AI agent stays on track and delivers consistent results.
Start from a template, then tune one behavior at a time. Resist the urge to change everything at once — adjust the greeting first, test it, then move on to objection handling. Incremental changes make it easier to identify what works.
Attaching a phone number is the final step that makes your agent operational. Use the "Get a number" option within the voice agent's settings to assign a dedicated line. Once a number is attached, the agent can receive inbound calls and place outbound ones via the dialer. You can call immediately or schedule calls for later. Keep in mind that voice calls are billed by duration and AI credits are consumed for agent intelligence — costs are displayed before you confirm any action.
After your agent starts handling calls, every conversation is automatically recorded as a transcript. You can open any call from the call history to read the full transcript and generate an on-demand AI summary highlighting what was discussed and decided. This is invaluable for reviewing agent performance, following up with contacts, or refining your scripts. You can also use the hub-wide AI panel to help you analyze transcripts or draft follow-up messages based on call outcomes.
Go to the Voice section of the Communication Hub. Create a new AI voice agent from a template. Open the editor to adjust its greeting and attach a call script. Then use "Get a number" to assign a phone number so the agent is ready to handle calls.
To build a working AI voice agent: (1) create one from a template in the Voice section, (2) use the editor to tune behavior and attach call scripts with goals and objection handling, (3) assign a phone number via "Get a number" to go live. Once active, review call transcripts and AI summaries to iterate on your scripts. Voice is billed by duration plus AI credits — costs are always shown before you act.