Write the brief around the caller
Define the questions, information and next steps the call should cover. Include what happens when the request is unclear.
Voice AI controls
Decide what a useful call should achieve.
Give your calling agent a clear brief. Set the supported actions, choose the voice settings and test the conversation before customers rely on it.
Connect only the actions needed
Configure supported tools and test their results. Include an unavailable option and a failed action in the trial.
Listen to the result
Review the test conversation for accuracy, pacing and a clear ending. The customer should understand what was requested and what still needs confirmation.
Answer from your website too
Turn on the Call button in the Website channel and visitors talk to the same agent from the chat widget, no number to dial. The call lands in their chat thread with the transcript and recording.
Setup and review
Select the calling workflow, review instructions and voice settings, then test before enabling it.
What happens next
Staff can review the available call records and outcomes.
In your workspace
Staff can review the available call records and outcomes.
- Select the calling workflow.
- Review instructions and voice settings.
- Test before enabling it.
- Review the available call records and outcomes.
What happens next
Staff can review the available call records and outcomes.
What to know before you start
Supported voice behavior and actions vary by connection and release. Keep recorded-preview labels until current live availability is verified.
Your questions, answered
Can I use the same setup for incoming and outgoing calls?
Review the relevant direction's configuration and supported actions.
Does a natural-sounding voice prove the action completed?
No. Check the action result and resulting record.
How do I test a calling workflow before enabling it?
Select the calling workflow, review the instructions and voice settings, then test before enabling it. Include an unclear request, an unavailable option and a failed action in the trial.
What should I check after the test conversation?
Review the conversation for accuracy, pacing and a clear ending. Staff can then review the available call records and outcomes.
Do supported actions stay the same for every connection?
No. Supported voice behavior and actions vary by connection and release. Keep recorded-preview labels until current live availability is verified.
Can website visitors call the agent without a phone?
Yes, when the Coordinator is on and the Website channel has the Call button turned on. The visitor taps Call in the chat widget and allows the microphone. The owner sets the longest call and a daily minute budget.
Connected capabilities
AI conversation controlsGive your AI a clear job and clear boundaries.Cross-channel conversationsKeep useful customer information close to the conversation.Shared team inboxThe assigned teammate can review and continue the conversation.Conversational intake and formsThe right questions, in the right format.