AI voice agent
An AI that answers calls from your knowledge base when nobody on your team is free.
When a customer calls and nobody is free to answer, the AI voice agent can pick up. It tells the caller it is an AI, listens, looks answers up in your Knowledge Base and speaks them back. Customers get an answer instead of a queue.
Turn it on
- Go to Settings → Calls and make sure Allow calls is on.
- Switch on AI voice agent. It is available on plans that include AI call minutes.
- Optionally write What the AI says first. Leave it empty to use the default: "Hi, you've reached your organisation name. I'm an AI assistant. How can I help?"
- Optionally paste a Voice id to change how it sounds. Leave it empty for the default voice.
Your team is always rung first. The AI only answers when no agent is free, or when you have no calls with a person on your plan.
What it knows
- Your Knowledge Base. It searches your published articles whose visibility is Public or AI only. Articles marked Team and drafts are never used.
- Your AI Tools. It can use the same AI Tools and MCP servers the chat AI uses, within your plan's tool limit. Before it does anything that creates or changes something, it repeats the details and waits for a clear yes.
- If your Knowledge Base has nothing on a question, it says it does not have that information. It does not guess or make up prices, dates or policies.
Write the names customers say out loud into your article titles. The AI is told to expect the capitalised names in your titles, such as product and company names, so they are heard correctly.
What it will not do
- It cannot transfer a call or take payments. A caller who wants a person, or has a problem it cannot fix, is handed over: their conversation gets a summary of the call and your team replies there. The AI says whether anyone is online and never promises a call back.
- It speaks English unless the caller clearly speaks another language.
In your app
In a mobile app or on your site, the voice agent can also act as the signed-in customer, show screens and use secure tools. See AI agent for your app.
Minutes
Calls the AI answers are counted against your plan's AI call minutes, separately from calls with a person, one started minute at a time. When the AI minutes run out, the AI stops answering and calls behave as if the AI voice agent were off.
Good to know
- The AI ends the call when the caller says goodbye or says they need nothing else.
- Answers take a moment, because the AI first looks things up.
- If you use several workspaces, each one has its own AI voice agent settings, Knowledge Base and tools.