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Knowledgebase · Section 07

Voice Agents

Build and run AI voice agents that answer, book, and help your callers.

Last updated
July 17, 2026
Read time
~ 96 min
Chapters
10
Figures
28
Start reading→
Chapters· 10 · ~ 96 min
  1. 01
    Voice agents: overview and getting started
    What a voice agent is, how to create one, and how the agent list, Call view and Settings view are laid out.
    • Step 1: What should it do?
    • Step 2: Pick a starting point
    • Step 3: Tell it about your business
    • The setup walkthrough
    • The Call view
    • The Settings view
    ~ 14 min
    5 figs
    →
  2. 02
    Persona, voice and instructions
    Set your agent's greeting, name, personality, voice, language, Standard or Advanced level, instructions and guardrails.
    • Allowing general knowledge
    ~ 10 min
    3 figs
    →
  3. 03
    The playbook and transfers
    Playbook rows, the built-in rows, transfers, Anyone in the directory, Notify a system and text confirmations.
    • Answers
    • Message
    • Appointment
    • Transfer
    • Notify a system
    • Say & end
    • + 2 more
    ~ 12 min
    4 figs
    →
  4. 04
    Collecting details from the caller
    How message and appointment rows collect details: questions, checks, read-backs, One of a list and Only when rules.
    • Putting details in order
    • How the agent asks for it
    • Validate as
    • Confirm by
    • Accepted options
    • If they're unclear, follow up with
    ~ 12 min
    2 figs
    →
  5. 05
    Business hours and escalations
    Set when a voice agent handles calls normally, what it does after hours, and which urgent words make it act straight away.
    • Always answer
    • Weekly schedule
    • Service flag
    • What happens after hours
    ~ 6 min
    2 figs
    →
  6. 06
    Agent knowledge
    Write down what your business knows in libraries of articles and files, then choose which libraries each voice agent answers from.
    • Write an article
    • Upload a file
    • What the statuses mean
    • Change or remove an item
    ~ 11 min
    3 figs
    →
  7. 07
    Calendars
    Connect a Google or Microsoft calendar so a voice agent can book, look up, cancel or move appointments during a call.
    • Keep a connection healthy
    • Advanced booking rules
    ~ 8 min
    2 figs
    →
  8. 08
    Campaigns
    Have an outbound voice agent call a contact list for you, with a call window, retries, an opt-out check and a review before launch.
    • 1. Which agent runs this campaign?
    • 2. Who to call
    • 3. When and how
    ~ 7 min
    3 figs
    →
  9. 09
    Testing and publishing
    Save draft, Publish and Update live, the pre-publish checks, test calls, version history and taking an agent off a number.
    • Example conversation
    • Ready to go live?
    • The general-knowledge check
    • What publishing does to your phone numbers
    • What can stop a publish
    • Testing an answering agent
    • + 2 more
    ~ 9 min
    4 figs
    →
  10. 10
    Limits and troubleshooting
    Every size limit and fixed range for voice agents, knowledge, calendars and campaigns, plus fixes for common problems.
    • Finding your way around
    • Publishing
    • Knowledge
    • Calendars
    • Campaigns
    ~ 7 min
    →