How AI voice agents work

A voice agent is a configurable AI persona with a name, voice, language behavior, instructions, knowledge, tools, and phone number. It can answer inbound calls, place outbound calls, or do both.

During a call

• The agent listens, transcribes, detects intent, retrieves knowledge, and responds naturally.
• It can book appointments, send SMS or email, transfer calls, look up contacts, update CRM records, and summarize outcomes.
• It can remember relevant contact context across channels while preserving tenant isolation.

Good instructions include

• The services the agent may discuss.
• What the agent should never promise.
• When to book, transfer, escalate, or collect a callback number.