Setting Up Voice AI Agents – Overview 101

Created by PX Marketing, Modified on Tue, 19 Aug at 5:55 PM by PX Marketing

Overview

Voice AI Agents are a powerful asset for your business, managing inbound calls and performing predefined tasks so your team can focus on higher-value activities like nurturing leads and closing sales. With customizable voices, workflow integration, and 24/7 availability, Voice AI Agents streamline call handling and enhance customer engagement.

Key Features & Benefits

Automated Call Handling – Manage inbound calls, collect details, and provide scripted responses.
Enhanced Call Rate Limits – Handle up to 200 calls per minute, enabling simultaneous interactions.
Multi-Mode Agent Goals – Use Basic Mode for simple data collection or Advanced Mode for complex workflows.
Workflow Integration – Trigger automations, send SMS, or update contact fields during calls.
Customizable Voice & Tone – Select from multiple voices, accents, and languages.
Availability Management – Assign phone numbers and set working hours for AI coverage.

How to Set Up a Voice AI Agent

Step 1: Access the AI Agents Section

Go to Settings → AI Agents.
Click + Create Agent.

Step 2: Configure Agent Details

Agent Name – Enter a unique name (e.g., Customer Support Bot).
Business Name – Confirm or update.
Language – Choose from supported languages (English, Spanish, French, German, Italian, Dutch, Brazilian Portuguese).
Voice Selection – Preview and select a voice/accent.
Agent Direction – Default is Inbound only.
Initial Greeting – Customize a greeting (e.g., “Hello, you’ve reached [Business Name]. How can I help you today?”).

Advanced Settings:

Call durations: 3–15 minutes.
Response speeds: Fast, Normal, Brisk.
Delay timer: 1–20 seconds (default 8).
Silence timeout: End call after 15 seconds of silence.

Step 3: Define Agent Goals

Basic Mode

Collect caller info (Name, Email, Address, Issue).
Trigger workflows at call end.
Enable admin email notifications.

Advanced Mode

Knowledge Base – Pull info from resources.
Prompts – Customize tone and logic.
Call Transfers – Route calls to staff when needed.
Workflow Triggers – Automate actions.
Update Contact Fields – Auto-fill data (limit: 25 fields).
SMS Responses – Send automated texts during/after calls.
Appointment Booking – Automate scheduling with calendars.
Custom Actions – Use webhooks for external systems.
Separate During & Post-Call Actions – Organize workflows for more control.

⚠️ Note: Once set to Advanced Mode, an agent cannot be reverted to Basic.

Step 4: Configure Number & Availability

Assign Phone Numbers – Route calls to the agent.
Number Pools – Handle calls when staff or forwarding numbers are unavailable.
Working Hours – Define active hours; outside them, calls can forward to staff.

Step 5: Test & Finalize

Make a test call to validate setup.
Review via:
- Call History
- Transcripts & Recordings
- Summaries & Feedback
- Call Logs

Step 6: Analytics Dashboard

Access via Settings → AI Agents → Voice AI Dashboards & Logs.

Dashboard Insights:

Call Analytics – Totals, durations, trends.
Actions Triggered – Count and breakdown.
Updated Contact Fields – Track frequently updated details.
Sentiment Analysis – Gauge customer satisfaction.
Date Ranges & Filters – Drill down by agent or timeframe.
Comparisons – Track performance improvements.

Pro Tips

Train Your Agent – Write detailed prompts for advanced scenarios.
Use Advanced Mode for Segmentation – Handle workflows and transfers intelligently.
Set Availability Smartly – Let staff cover business hours and Voice AI cover after-hours.

FAQ

Q1: Can I use different voices for each agent?
Yes. Each agent can have its own voice and accent.

Q2: What’s the difference between Basic and Advanced Mode?

Basic – Simple caller info collection and workflow triggers.
Advanced – Adds prompts, workflows, transfers, and integrations.

Q3: Can I switch between Basic and Advanced Mode?
No. Once in Advanced Mode, it cannot be reverted.

Q4: Can I link multiple numbers to one agent?
Yes. Calls to any assigned number will route to the agent.

Q5: How can I temporarily disable an agent?
Remove assigned numbers. The agent remains but won’t answer calls.

Q6: What are the action limits?

Transfers / Workflows / SMS triggers – Limit 15.
Update Contact Fields – Limit 25.

Q7: How do I assign a Number Pool?
Go to Create/Update Agent → Phone & Availability → Select Pool.

Q8: What happens if a call comes to a pool number?
The AI agent handles it based on availability and backup rules.

Q9: Are there granular permissions for agents?
Yes. Manage under Settings → My Staff → Edit User → Roles & Permissions.