Voice AI

• Answer inbound calls - automatically answers all calls to your connected number, 24/7

• Make outbound calls - initiate calls to contacts via workflows

• Collect contact information - name, email, phone, address, and custom fields synced directly to your CRM

• Book appointments - connect to your Ivorey™ calendar and schedule sessions directly during the call

• Answer questions - pull accurate answers from a connected Knowledge Base

• Transfer calls to a human - route the caller to a team member's phone number

• Transfer calls to another Voice AI Agent - route mid-call to a specialist Agent

• Send SMS - send confirmation or follow-up messages, during or after a call

• Trigger workflows after a call - one or multiple workflows based on call outcome

• Communicate in multiple languages - supports multi-language conversations, translated summaries and transcripts

• Embed as a web widget - let website visitors speak with your Agent directly in their browser, without needing to call a phone number

• Voice AI only works with phone numbers purchased through Ivorey™ (or imported Twilio numbers). If you have connected an existing external number, this will not connect to Voice AI, as calls to these numbers route directly to your device as usual. Please refer to our Phone & SMS Master Guide for the details to purchase a number

• Each Agent can only be connected to one Knowledge Base at a time

• Voice AI can’t process payments or handle complex multi-step transactions

• Spam calls are answered and billed in the same way as genuine calls - there is currently no pre-answer spam detection built in

• The Agent Transfer action supports a maximum of 3 destination Agents

• There is a daily limit of 20 minutes for testing Agents (this does not include the Prompt Optimizer test runs)

1. From the main Ivorey™ menu, go to AI Agents > and click the [Voice AI] tab along the top navigation

2. Click the [+ Create From Scratch] button > then choose how you want to create your Agent:

   1. Create Custom Agent - build your Agent from scratch

   2. Flow Based Builder - map out more complex conversation flows

   3. Browse Marketplace - choose from pre-built Agent templates as a starting point
      
      Note: Marketplace templates are built by third parties, not by Ivorey™ or HighLevel directly.

3. Click [Continue] to open the Agent builder > and give your Agent a name, in the top left corner (this will be the name your Agent uses to introduce itself)

4. At the top of the Build tab, configure the main models for your AI Agent:

   1. Voice - click the default voice name, to choose from the library of voices > click the [▶] play button to preview each voice > and click [Save Voice]
      
      Note: Click on the My Voices tab > and click [Add Custom Voice] > [Import] to import a voice from ElevenLabs. You will need to register an account with ElevenLabs, if you don’t have one already.

   2. Click the 🎚slider control icon next to your selected voice name, to select your text-to-speech model > each model comes with its own language capabilities, processing speed, quality, and price per minute
      
      Note: Choose Auto to let the system choose the best model based on the rest of your Agent settings.

   3. Model (LLM) - choose your preferred AI model (GPT 5 nano is the default) > each AI model comes with its own price per minute
      
      Note: We currently have a range of OpenAI (GPT), Anthropic (Claude), and Google (Gemini) models available.

   4. Language - select the primary language your Agent will communicate in (multilingual is an option)
      
      Note: Adjusting your language settings may affect your selected Voice, depending on its supported languages.

   5. On the right, you will see the estimated number of tokens and overall cost per minute (hover over this for a detailed breakdown) > once you have configured all of your Agent settings, review these estimates to get a good idea of your costing
      
      Note: These estimates are a guideline, but final charges will depend on the total number of tokens used during each live call.

5. Scroll down to the Welcome Message field, at the bottom > select from the drop-down if the AI or User should speak first > type what you want your Agent to say when a call connects (e.g. "Hey, you've reached [Business Name]. How can I help you today?") > and configure the Pause Before Speaking slider, if you want the Agent to wait a moment before speaking

6. In the main prompt window, write your Agent's instructions - this is the core of how your Agent behaves, what it says, and what it does during a call:

   1. Click the [Custom Value] button in the toolbar to insert dynamic data into your prompt (e.g. Contact > First Name, so the Agent can greet callers by name)
      
      Note: Refer to our Use Custom Values to Train AI guide to create custom values with instructions that you can apply to your Agents as needed (e.g. overall business information)

   2. A strong prompt typically covers:

      1. Agent Role & Objective - who the Agent is, the business name, and the goal of the call

      2. Handling Caller Queries - what to do if a caller asks a question the Agent knows vs. doesn't know

      3. Contact Capture - instructions for how to gather contact details (always include instructions for handling callers who refuse to give their details)

      4. General Rules - guardrails for behaviour (e.g. don't repeat sentences, stick to provided information only, don't suggest external websites)

      5. Structured Call Flow - the step-by-step flow of the conversation (e.g. greet > collect info > offer next step > confirm > close)

7. To the right of the prompt window, you can configure the remaining settings for your Agent. Click each drop-down to expand it:

   1. Actions - click [+ New Action] to add what your Agent can do during or after a call:

      1. Call Transfer - transfer the live call to a human team member's phone number, when a specific condition is met (e.g. when the caller wants to speak to a manager)

      2. Agent Transfer - transfer the live call to a different Voice AI Agent when a specific condition is met:

         1. Click [+ Connect Agent] > and select the Voice AI Agent you want to route to

         2. Give the action clear transfer instructions to tell the Agent When to transfer (e.g. when the caller asks about pricing, or when the caller wants to book an appointment)

         3. Click [Save Changes]

         4. Repeat to add up to 3 destination Agents if needed

         Note: Agent Transfer routes the caller to a different Voice AI Agent mid-call without starting a new phone call. The caller stays in the same continuous conversation. This is different from Call Transfer, which routes to a human via phone number.

      3. Trigger Workflow - trigger one or multiple workflows automatically when the call ends, based on call outcome

      4. Send SMS - send a text to the caller during the call (e.g. a booking confirmation link)

      5. Update Contact Fields - update specific CRM fields based on information collected during the call > select whether the action should happen During or After the call

      6. Appointment Booking - connect your Ivorey™ calendar so the Agent can check availability and book appointments directly during the call:

         1. Select your calendar/s from the drop-down > and click [Next]

         2. If multiple calendars were selected, configure the User Intent Description and keywords to ensure the AI Agent is able to book callers into the correct calendar

         3. Configure the Booking Behavior to control which detail should be collected for the booking, and the scheduling window for appointments

         4. Under Appointment Management control if the Agent should handle cancellation and rescheduling, and whether AI-booked appointments should be auto-confirmed

         5. Click [Save]
            
            Note: Make sure your availability settings are correctly configured in your profile and calendar before connecting it to an AI Agent.

      7. Custom Action - configure a custom API call or integration action

      8. Add MCP - connect an MCP integration for advanced custom actions

   2. Knowledge Base - select an existing Knowledge Base from the drop-down, or click [+ Create New] so your Agent can pull accurate answers from your business content > and enter instructions for when your Agent should use the Knowledge Base
      
      Note: Refer to our Knowledge Base guide for the full setup steps. Each Voice AI Agent can only be connected to one Knowledge Base at a time.

   3. Call Settings:

      1. Timezone - for your Agent to operate in

      2. Maximum Call Duration - set a time limit for calls to manage costs (max. of 120 minutes)

      3. Idle Reminder - a message the Agent says if there's silence for a set period

      4. End Call After Silence - how long the Agent waits in silence before ending the call

      5. Wait Before Speaking - how long the Agent pauses before speaking at the start of the call (same as the Pause setting by your Welcome Message)

   4. Agent Behavior:

      1. Response Speed - how quickly the Agent responds after the caller stops speaking

      2. Dynamic Response - based on user input

      3. Interruption Sensitivity - how easily the caller can interrupt the Agent mid-sentence

      4. LLM Temperature - controls how creative or consistent the Agent's responses are (lower = more predictable, higher = more varied and more tokens)

      5. Enable Backchanneling - controls if your Agent should use affirmations (e.g. yeah, uh-uh) to indicate active listening

      6. Stay silent on hold phrases - if the caller says any of the included phrases (e.g. hold on), the Agent will hold and not respond

   5. Transcription & Speech:

      1. Transcription Mode - controls how fast or accurately the Agent transcribes what callers say

      2. Vocabulary specialisation - choose between General and Medical vocabularies (medical is only available for English accents)

      3. Boosted Keywords - add specific words or phrases the Agent should recognise accurately (e.g. product names, pain-points, unusual terminology)

      4. Pronunciation Dictionary - add words with their phonetic pronunciation to help the Agent say them correctly (helpful for any unusual words you may use in your business - e.g. product names)
         
         Note: You can use Ask AI to get the correct IPA or CMU pronunciation formats for words.

   6. Translation - the Agent can detect the caller's language and respond accordingly, and post-call outputs (summary and transcript) can be delivered in the translated language (enable if your callers may speak different languages)

   7. Voice Settings:

      1. Noise Cancellation - reduce background noise from the caller's end for cleaner transcription

      2. Background Sound - add subtle background audio to make the Agent sound more natural

      3. Voice Speed - adjust how fast or slow the Agent speaks

      4. Voice Temperature - controls subtle variation in the Agent's voice delivery

      5. Voice Volume - adjust the Agent's speaking volume

      6. Speech Normalization - normalises numbers, dates, and currency values into their spoken form for consistent text-to-speech output

      7. Dynamic Voice Speed - automatically adjusts the Agent's voice speed based on the caller's speech rate, for more natural conversations

   8. Post-Call:

      1. Receive Email Notification - toggle ON to receive an email after each call ends, including a call summary, transcript, and actions taken > and choose who should receive it
         
         Note: You can select multiple recipient options, but selecting All Users disables the option to select Contact's Assigned User or Specific Users.

      2. Call-End Workflow - trigger workflows automatically when the call ends

   9. Reporting - configure Performance Reports (see the Managing Your Agent section below for details)

   10. System Prompts - advanced setting to fine-tune the Agent's underlying behaviour, including Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, and Email Confirmation Process
       
       Note: System Prompts control the Agent's underlying behaviour rules. These prompts are rigorously tested, please be cautious when making edits. You can click [Apply Defaults] to restore the original settings.

   11. Outbound Settings - configure AI disclosure and intent for outbound calls (see the Outbound Calling section below)

8. Click [Save] to save your Agent configuration

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > and open the Agent you want to test

2. The Test Audio panel is on the far right - there are two options for testing:

   1. Web Call (quick testing) - lets you speak with your Agent directly in your browser, no phone number required. It's the fastest way to test responses and iterate on your prompt:

      1. Click [Web Call] > choose your scenario: Inbound or Outbound (if you have outbound calling enabled, see below instructions) > and click [Start Web Call]

      2. Allow microphone access in your browser when prompted

      3. A Live Transcript panel updates in real time as you speak, so you can follow exactly what the Agent is hearing and saying
         
         Note: Call Transfer is not supported during Web Call tests. To test call transfers, use Phone Call testing instead.

   2. Phone Call (full test) - lets you experience the full call exactly as a real caller would:
      
      Note: In order to test via phone call, you will need to complete Step 3 below first, to connect your phone number. Standard rates apply to Phone Call tests.

      1. Click [Phone Call] > choose your scenario: Inbound or Outbound (if you have outbound calling enabled, see below instructions)

      2. Select the Number to Call From (the number the Agent will call you from, must be connected to your Agent)

      3. Enter the Number to Receive the Call (the number you want to receive the test call on)

      4. Click [Call Me] > and answer your phone when it rings

3. Speak with your Agent as a real caller would - ask questions, give different responses, and test the full call flow:

   1. Ask the questions your real callers are most likely to ask, including the most common ones and edge cases

   2. Try giving incomplete or unexpected answers to see how the Agent handles them

   3. Test the full booking flow if you've connected a calendar

   4. Test Knowledge Base answers by asking questions it should and shouldn't know

   5. Try triggering a call transfer if you've configured one

4. After each test, review the results:

   1. Open Call History in the Test Audio panel - or click the [←] back arrow, in the top left corner > Dashboard & Logs > and above the table at the bottom, click the [Live] drop-down > and switch to [Test]

   2. Check the Transcript - read through exactly what was said on both sides and look for any gaps or unexpected responses

   3. Listen to the Call Recording if available - pay attention to pacing, tone, and naturalness

   4. Read the Call Summary - check that the Agent captured the right information

   5. Check Actions - did the right workflows trigger? Were contact fields updated correctly?

5. Refine your Agent:

   1. Update your prompt to address any gaps or improve responses

   2. Add content to your Knowledge Base if the Agent struggled with specific questions

   3. Adjust Agent Behavior settings if the pacing or interruption handling felt off

   4. Repeat testing after any significant changes

Note: Test calls are excluded from your Dashboard analytics and performance metrics - they won't affect your reporting.

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > open the Agent you want to test > and click [Prompt Optimizer] above the prompt window

2. Click [Generate Scenarios] - Prompt Optimizer will automatically create contextual test scenarios based on your Agent's prompt, language, call direction, and configured actions

   1. Review and select the scenarios you want to test

   2. (optional) Click [+ Add Custom Scenario] to create custom ones for specific workflows or edge cases

3. Click the [1x] drop-down at the top left, to select a number of test calls per scenario (up to 5x per scenario)
   
   Note: Running multiple calls helps test consistency since AI behaviour can vary slightly between calls. You can run up to 10 test calls at a time - e.g. if you select 5x calls per scenario, you can only select and run 2 scenarios.

4. Click the [Run Calls] button, in the top right corner > and review the pre-run information:

   1. Check how many free test minutes are remaining for the day (each account receives 20 free minutes, per day)

   2. (optional) Enter a test phone number

   3. Click [Continue to run calls]
      
      Note: These test calls are real voice calls and configured actions may fire, including appointment bookings, SMS, emails, and CRM updates. Prompt Optimizer creates a dedicated test contact to avoid unintended activity. You can leave the screen and return while calls process in the background.

5. Review the Test Results:

   1. Pass/fail summary and score - overall accuracy percentage across all tested scenarios

   2. Cost - total cost and breakdown

   3. AI scoring and reasoning - why each call passed or failed

   4. Individual call transcripts and recordings - read exactly what was said and listen back

   5. Tools - which actions were triggered and whether they fired correctly (shown directly in the call transcript)
      
      Note: The accuracy score is not the only measure of success. Always review transcripts, recordings, and AI reasoning before deciding whether to update your prompt.

6. If calls failed, click [Improvise] in the top right corner:

   1. Select [Improvise] again, to generate one optimised prompt variation based on the failures

   2. Select [Auto] to run up to multiple variations automatically and find the best performer

   3. Wait for the evaluation processing to complete

7. Click the [Prompt Diff] button to see exactly what changed between your original prompt and the optimised version

   1. Switch between Inline and Side by side to compare

   2. Click [View Full] to read through the entire optimised prompt with no comparison

8. Click the [AI Reasoning] button to get a deeper look at why changes were made

9. If you want to use an optimised prompt, click [Prompt Diff] > [Use Prompt] to apply the optimised prompt to your live Agent

Note: Your live Agent is not updated until you click Use Prompt. All testing runs on a cloned version of your Agent, so nothing changes until you confirm.

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > open the Agent you want to go live with > and go to the [Deploy] tab, at the top of the builder

2. Under Phone:

   1. From the drop-down, select the phone number (or number pool) you want this Agent to answer calls on > if you have multiple numbers, you can assign more than one to the same Agent

   2. Click [+ Buy New Number] if you haven’t purchased a number yet, or to buy a new number
      
      Note: A phone number must be purchased and connected to your Ivorey™ account before you can assign it here. If you haven't done this yet, please refer to our Phone & SMS Master Guide for the details.

   3. Click [Manage Numbers] to go to your phone number settings area

3. Under Call Routing, select if your Agent should Answer Calls Directly or if you want to Use as Backup (if you don’t pick up the call)
   
   Note: If you have existing call routing set up on this number (e.g. for a team member or IVR), connecting it to Voice AI and setting it to Answer Calls Directly will replace that routing. Make sure you're ready before making this change.

4. Under Working Hours, select if you want your Agent to be available for calls All Hours - 24×7, or if you want to restrict when your agent is active, select [Custom Schedule]:

   1. Select the days the Agent should handle calls > and configure the available times for each day

5. (optional) As an alternative (or addition) to a phone number, you can embed a Voice AI widget directly on your website so visitors can speak with your Agent without needing to call. Under Widgets:

   1. From the drop-down, select the widget you want to connect your Agent to > if you have multiple widgets, you can assign more than one to the same Agent
      
      Note: A widget will need to be set up in Ivorey™, before you can assign it here. Please refer to our Set Up a Chat Widget guide for the steps.

   2. Click [+ Create New Widget] to quickly generate and connect a new widget > click the newly connected widget to open it in the editor, and configure the settings, or click [Manage Widgets] to review and edit your widgets

6. When you’re happy with the phone number, availability, and widget settings, click [Save]

7. Confirm your inbound call flow (how calls to your connected phone number route to your Agent) and configure Timeout settings:

   1. Click the [Manage Numbers] button > click the [⋮] three dots next to the number you’ve connected to your Agent > and click [Edit Configuration]

   2. Click to the [Call Forwarding] tab > and confirm that your Voice AI Agent is connected
      
      Note: If you set your Agent to Answer Calls Directly, it will show here as the 1st Priority option. If you set your Agent to Use as Backup, it will display here as a 2nd or 3rd Priority option, after any other configured routing options.

   3. Scroll down to the Timeout settings, to control how long the call rings before the Agent picks up, or before routing to voicemail as a fallback

      1. Tick Incoming Call Timeout > and set it to 1-3 seconds
         
         Note: Keep the timeout as low as possible. If the caller reaches voicemail before Voice AI answers, the system marks the call as completed and your Agent won't get a chance to respond.

      2. Under Back up, note that Voice AI is the only fallback option, once you’ve connected a number to Voice AI

8. Share your phone number wherever you want callers to reach you - your website, Google Business Profile, social media, email signature, etc.

   1. To create a click-to-call link for mobile users, use the format: tel:+[yourcountrycode][phonenumber]

Consent:

Ivorey™ provides the outbound calling tool, but your business is solely responsible for ensuring you have the correct consent from every contact before placing an outbound AI call. This means:

• Contacts must have explicitly agreed to receive automated or AI voice calls from your business

• Your consent language should be in place across any forms, surveys, calendars, or lead capture pages - review these to confirm they include appropriate AI calling consent language

• You must honour opt-outs - contacts who have opted out or requested not to be called must be excluded from outbound workflows

Note: Ivorey™ does not verify contact-level consent before placing outbound calls, this is your responsibility as the business.

Additional Requirements:

• AI Disclosure is mandatory for all outbound calls - your Agent must identify itself as an AI at the start of every outbound call and provide opt-out instructions. You will configure this in your Agent's Outbound Settings (covered in the setup steps below). You are responsible for ensuring your disclosure settings meet the compliance requirements applicable to your business and country

Outbound calls follow strict rules which are enforced automatically. Calls that don't meet the following conditions will fail or be deferred:

• Calls go out at a maximum rate of 10 per minute, per account

• Maximum of 1,000 outbound Voice AI calls per day, per account - overflow is deferred to the next day

• Each contact's number can only be called once per day, and a maximum of 14 times in a 2-week period

• Calls are only placed between 8:00am and 8:00pm in the contact's timezone

• Contacts must have DND (Do Not Disturb) turned off and have a domestic (same-country) phone number

• You must have KYC completed, to verify your identity

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > and click the [Enable Outbound Calls] button, in the top right corner:

   1. Carefully read through the terms and guidelines > tick the I agree to the terms above box > and click the [Accept] button, to begin the KYC verification process

   2. Follow the prompts to verify your identity
      
      Note: You can’t use outbound calling until you have successfully verified your identity.

2. Once approved, configure your outbound calling settings:

   1. Open the Agent you want to assign to outbound calling or create a new Agent > and in the settings area to the right, scroll down and open the Outbound Settings drop-down
      
      Note: The same Agent can be used for both inbound and outbound calls, just make sure your prompt accounts for both scenarios.

   2. Ensure that AI Disclosure is toggled ON > and select the Disclosure Type you prefer (e.g. Concise, Standard, Conversation), a preview of the message will display below - or select [Custom] to type in your own disclosure message > and click [Verify Disclosure] to ensure it meets compliance

   3. Ensure that Play on every call is toggled ON

   4. Under Voicemail & IVR Detection:

      1. Toggle Enable Voicemail Detection ON > and select what should happen if your Agent reaches someone’s voicemail:

         1. Hang Up - immediately end the call

         2. Leave a Static Message - type in a default voicemail message that your AI Agent will leave any time it reaches a voicemail

         3. Leave an AI-Generated Message - type in instructions for your AI Agent for the kind of message it should leave (e.g. Leave a short voicemail message, to let them know [Business Name] is trying to reach them)

      2. Toggle IVR Detection & Auto Hangup ON to immediately end the call when an automated phone menu is detected

   5. Click the [Save] button, in the top right corner, to save your changes

   6. If you have created a new Agent, specifically for outbound calling, make sure you follow the steps above to test your Agent before triggering outbound calls

3. Now you can set up your workflow, to trigger an outbound call:

   1. Go to Workflows > and open an existing workflow or click [+ Create Workflow]

   2. Click the [+] button to add a new action > search for and select the [Voice AI Outbound Call] action:

      1. Action Name - give it a clear, descriptive label (e.g. Outbound lead follow-up call)

      2. AI Agent - select the Voice AI Agent that will handle the call

      3. From Phone Number - select the number the Agent will call from

      4. Click [Save Action]

   3. Toggle your workflow to [Publish] in the top right corner > and click the [Save] button

   4. Test by adding yourself to the workflow, to confirm the call and transcript work correctly > and make adjustments if needed

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > Dashboard & Logs tab

2. At the top, you can use the Inbound and Outbound tabs to switch between dashboards > view metrics and logs for All Agents or select a specific Agent from the drop-down > and control the reporting period from the date selector

3. On the Inbound tab, you can review:

   1. Total Calls - total inbound calls for the selected period

      1. Click to view Calls Completed over time, Total Duration and Average Call Duration

   2. Actions Triggered - actions completed during or after inbound calls

      1. Click to view Actions Triggered and Contact Info Updated over time, plus totals for SMS Sent, Workflows Triggered, Call Transfers, Custom Actions, Appointment Booking, and Contact Info Updated

   3. Sentiment - overall % positive or negative caller sentiment

      1. Click to view a breakdown of Positive % and Negative %

4. On the Outbound tab, you can review:

   1. Attempted Calls - total outbound calls attempted

      1. Click to view Call Status Distribution over time, plus totals for Human Answered, Voicemail, No Answer, and Failed

   2. Connected Calls - calls where a connection was made

      1. Click to view Calls Completed over time, Total Duration and Average Call Duration

   3. Actions Triggered - actions completed during outbound calls

      1. Click to view Actions Triggered and Contact Info Updated over time, plus totals for SMS Sent, Workflows Triggered, Call Transfers, Custom Actions, Appointment Booking, and Contact Info Updated

   4. Sentiment - caller sentiment across outbound calls

      1. Click to view a breakdown of Positive % and Negative %

   5. Unattempted Calls - calls that were scheduled but never placed

      1. Click to view Unattempted Call Status Distribution over time, plus totals for Queued, Scheduled, and Rejected

5. Below the metrics is a call log table - at the top of the table, use the drop-downs to view either Live or Test calls, calls with a specific Contact, or calls with a specific Action Type

6. For each call logged in the table, you can view:

   1. Agent Name - which AI Agent handled the inbound or outbound call

   2. Contact Name - which contact the call came from, or went out to

   3. From Number (Inbound tab only) - the contact’s number (or From Widget if it was a Web Test call)

   4. Status (Outbound tab only) - whether the call was completed or failed

   5. Date and Time - click the arrow icon to sort by date and time

   6. Duration - click the arrow icon to sort by duration

   7. Workflow Name (Outbound tab only) - which workflow triggered the call

   8. Actions Triggered - which actions were completed during or after the call

   9. Click the [Summary] button to view a short summary of the call

   10. Click the 📄 page icon to view the call transcript

   11. Click the waveform icon to play the call recording (if available)

   12. Click the 👍 thumbs up or 👎 thumbs down icon to rate the AI Agent’s performance > and provide feedback if rated thumbs down

   13. Click the [⋮] three dots > and click [Copy ID] to copy the ID of the call

1. From the main Ivorey™ menu, go to AI Agents > Voice AI > Agent List > and open the Agent you want to set up reporting for

2. On the right-hand side, click on the [Reporting] drop-down > and toggle ON Performance Summary Email

3. Choose your report Frequency:

   1. Weekly

   2. Every 2 Weeks

   3. Monthly

4. Choose the Recipients who should receive the report:

   1. All Admins

   2. All Users

   3. Specific Users > select which users from the drop-down

   4. Custom Email > enter an email address > press Enter to add it > repeat for all email addresses needed (useful for external stakeholders)
      
      Note: You can select multiple recipient options (e.g. All Admins, All Users, and Custom Email). If All Users is selected, you won’t be able to select Specific Users as well.

5. Click [Save]

Yes, you can create multiple Voice AI Agents, each with its own phone number, prompt, Knowledge Base, and actions. This is useful if you want different Agents for different purposes (e.g. one for lead qualification and one for existing client support).

If you've set working hours, calls outside those hours won't be answered by your Agent. You can pair this with your regular call forwarding or voicemail setup to handle after-hours enquiries however you prefer.

No, Web Call tests are free and don't affect your Wallet balance. Phone Call tests use your normal calling rates, so standard per-minute charges will apply. Testing via the Prompt Optimizer comes with 20 minutes of free testing per day, with additional fees thereafter. Please refer to our Billing and Inclusions guide for the details.

If the Agent doesn't have a relevant answer from its prompt or Knowledge Base, it should be configured to let the caller know that a team member will follow up. Your prompt should include clear instructions for how the Agent handles unknown questions - this is one of the most important things to test before going live.

Call Transfer sends the live call to a human team member's phone number. Agent Transfer routes the caller to a different Voice AI Agent mid-call, without starting a new phone call. Use Call Transfer when a human needs to step in; use Agent Transfer when a different AI specialist should continue the conversation.

Yes, you can embed a Voice AI widget on your website so visitors can speak with your Agent in their browser, without calling a phone number. However, for standard inbound phone calls, a connected number is required.

Deleting a Voice AI Agent is permanent and can’t be undone. All settings, prompts, and call history are lost. If you want to stop an Agent from answering calls without losing its configuration, remove the phone number from the Agent’s Deploy settings instead - this effectively pauses it while keeping everything intact.