A practice or workshop missing calls
When everyone is busy, the AI agent takes the call, works out what is needed, checks free slots on the calendar and books the appointment, with a confirmation email to your office.
Artificial intelligence
An AI agent that answers the phone, WhatsApp and your website chat
The AI voice agent talks to your customers in a natural voice, knows your rules and your frequent answers, and does what you allow it to: book an appointment, send the details to your CRM, put the call through to a colleague.
AI voice agent · Bright Smile Dental
AI agentGood morning, this is Sara at Bright Smile Dental. How can I help?
CallerI'd like to book a cleaning, Thursday if possible.
AI agentOne moment while I check. On Thursday I have 10:30 or 4 pm.
Caller4 pm is perfect. My name is Mark Foster.
AI agentGreat, Mr Foster: Thursday at 4 pm is booked. Anything else I can do?
Appointment created in Google Calendar · conversion
What it is for
The AI voice agent (an "AI answerer" in the portal) picks up when a customer calls. You connect it to a number like any other destination of the phone system: the call comes in, the agent greets with its opening message and holds a real-time conversation in the language you choose.
You describe in plain words what it knows and how it behaves, in the operating prompt. Frequent questions are added one by one with their exact answer. The system adds the basic rules by itself: never make things up, ask for details one at a time and confirm them, ask if anything else is needed, say goodbye and close.
With skills the agent does more than talk: it checks availability and creates appointments on Google Calendar or Calendly, sends the details it collected to a webhook or a Zap, and passes the call to a queue, an operator or an IVR menu. The same agent can also call customers back, answer on WhatsApp, run the chat on your website and a public landing page where visitors talk to it from the browser.
Every conversation is kept in the log with the transcript, the skills it ran and the data it collected, and conversations that reach a result count as conversions in reports.
Use cases
Out-of-hours support
In the evening and at weekends the agent answers frequent questions and takes the request. When it is urgent, a transfer skill puts the call through to the on-call technician's queue.
A first filter before your agents
The AI agent asks for the name, the reason for the call and the case number, then sends the call to the right queue. The operator who answers sees in the panel everything the caller already said.
WhatsApp and website chat, always on
The same agent replies in writing on WhatsApp, voice notes included, and in your website chat. If the customer wants a person, they get a call back and are put through to the switchboard.
Requests straight into your systems
A skill asks the customer for the details you need (name, address, type of job) and sends them through a webhook to your CRM or to a Zapier Zap, so nobody has to type them in.
Outbound campaigns with AI
In an automatic campaign, whoever answers can be taken straight to the AI agent, which presents the offer, answers questions and records the conversion.
How it works
Create the agent
In AI answerers you create a new one with its name, then pick the voice, the speaking speed and the language. You can listen to the voice reading a sample sentence.
Write the prompt, messages and FAQ
In the operating prompt you describe who it is, what it knows about your business and what it should achieve. In Standard answers you set the opening, error and closing messages and the frequent questions with their answers.
Add skills
For each action you create a skill: when to use it, which details to ask for and what to do (webhook, connector, pass the call to the switchboard). The agent picks the right skill on its own from its name and description.
Connect the channels
You set the agent as the destination of a number, an IVR menu or a queue. If you like, you turn on callback, WhatsApp, the website chat and the public landing page.
Test and improve
Place a free test call from the browser, read the conversation in the log and fix the prompt where the agent gets it wrong.
What you can set
Settings
- Name
- What the agent is called in the portal, in destinations and in reports.
- Active
- An inactive agent answers on no channel; its history stays available.
- Voice
- The voice it speaks with on the phone, which you can hear reading a sample in the chosen language.
- Reading speed
- How fast it speaks, from 1.0x to 1.5x, for the whole conversation.
- Language
- Italian, English, Spanish, French, German or Portuguese; if the customer speaks another language, the agent follows.
Channels
- Phone
- Always on: it answers on the numbers that route to it, directly or after an IVR, a queue or a time condition.
- Callback
- The customer leaves their number and the agent calls them back from the number you choose.
- It replies to WhatsApp messages received on one of your connected numbers, including voice notes, which are transcribed.
- Platform WhatsApp number
- Without a number of your own you can use the shared platform number: the visitor leaves their number on the landing page and gets a message to start the conversation.
- Starting message language
- On the platform number, the language of the message that opens the WhatsApp conversation.
Standard answers
- Opening message
- The first sentence it says when it answers.
- Error message
- What it says when something fails or the customer asks for something it cannot do.
- Closing message
- How it says goodbye at the end, before it ends the call.
- Frequent questions
- Questions and answers the agent knows and uses as they are, in the order you set.
Prompt
- Operating prompt
- Who the agent is, its tone, what it knows about your business, what it should achieve and any special rules, such as "for emergencies put the call through to a technician at once".
Skills
- Name and when to use it
- The skill's name and an explanation of when to run it: this is how the agent knows when it is needed.
- Inputs
- The details to ask the customer for, one at a time, each with a label, a type (text, number, whole number, yes/no, list), guidance, an example, allowed values, a required format and whether it is required.
- Action: none
- The skill collects the details and only sends its notifications.
- Action: call a webhook
- Sends the details to your address with the method, headers and JSON body you choose; you can test it from the portal and write what to say if it does not respond.
- Action: use a connector
- Checks availability and creates appointments on Google Calendar, books or sends the scheduling link with Calendly, or sends the details to a Zapier Zap.
- Action: pass the call to the switchboard
- Transfers the call to a destination of your phone system: a queue, an operator, an IVR answerer, a callback and more. On WhatsApp and chat the customer is called back and put through.
- Conversion
- When the skill runs, the conversation counts as a conversion in reports.
- Email notification
- An email to the recipients you choose every time the skill runs, with a subject and text that can include the collected details.
Connectors
- Google Calendar
- Connect one or more Google accounts; in the skill you choose the calendar, the appointment length, working hours and the event title.
- Calendly
- Connect the account with a personal access token; in the skill you choose the event type.
- Zapier
- Enable Zapier and paste, in each skill, the Catch Hook URL of the Zap that should receive the data.
Landing page
- Logo, title and description
- What visitors see on the agent's public page.
- Colours
- Background, buttons and text of the page.
- Page address
- The public link to share: it shows a button for each active channel, such as Talk from the browser, Call, Write on WhatsApp and Get a call back.
Website chat
- Format
- A bubble in a corner that opens the chat over your site, or the chat as a full page or in a box.
- Bubble position
- Bottom right or bottom left.
- Theme, colour and title
- Light, dark or automatic, the colour of the header and messages, and the window title.
- Code
- The line to paste into your site; a preview lets you try the chat without being charged.
Log
- Conversations
- Each conversation with its channel, contact, start, length, messages and skills run, filtered by channel and period.
- Detail
- The full transcript, the skills run with the collected details and the log lines, to see where the prompt needs work.
- Summary
- Conversations, conversions and average length for the chosen period.
Frequently asked questions
What is an AI voice agent for a business phone line?
It is an assistant powered by artificial intelligence that answers calls in real time, understands what the caller says, answers their questions and takes actions such as booking an appointment or passing the call to an operator.
Can the AI agent transfer the call to a person?
Yes. With a "Pass the call to the switchboard" skill you choose where it goes: a queue, an operator, an IVR menu or another destination. The operator sees in the panel what the caller already told the agent.
Can it book appointments in my calendar?
Yes. Connect Google Calendar or Calendly in the Connectors tab, then create a skill that checks availability and creates the appointment, or sends the Calendly scheduling link.
Does it work on WhatsApp and on my website too?
Yes. The same agent, with the same prompt and skills, replies in writing on WhatsApp and in your website chat, and visitors of its landing page can talk to it from the browser.
Do I have to explain in the prompt when to use each skill?
No: the agent picks a skill from its name and its "When to use it" description, and asks for the details it needs by itself. In the prompt you only write special rules.
Can I try it before putting it on a number?
Yes, with the test call from the browser: it is not charged and does not show in reports. Then read the conversation in the log.
Related features
Try it on your own phone lines
Sign up free and try this feature with your numbers, or message us on WhatsApp and we’ll show it to you.