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Call Agent

The Call Agent is an AI-powered voice assistant that handles audio calls with your website visitors. When a visitor clicks the audio call button on your widget, the Call Agent picks up and carries on a spoken conversation — listening to the visitor, understanding their questions, and responding with a natural-sounding voice.

What the Call Agent Does​

The Call Agent handles the audio call channel and speaks with visitors on your behalf. It can:

  • Answer incoming voice calls from the widget
  • Listen to visitor questions and respond with natural speech
  • Provide information pulled from your Knowledge Base
  • Carry on a back-and-forth conversation in real time
  • Transfer the call to a human team member when needed

The Call Agent is powered by advanced text-to-speech technology, which means it speaks with a clear, human-like voice rather than a robotic one. Visitors can have a natural conversation just as they would with a real person.

Configuration​

To set up your Call Agent, go to Settings > AI Agents > Call Agent. You will find settings for the AI model, voice, personality, call behavior, and routing.

AI Model​

On the AI Engine tab, the Call Model selector chooses which AI model powers your call agent's conversations. Pick from a curated list — Claude Sonnet 4.5 is the default, with GPT options also available — and each model shows a credits / minute label so you can see what it costs in AI credits before you choose.

note

Changing the model resets your voice selection, so pick your model first and then choose a voice.

Voice Selection​

Choose the voice your Call Agent uses when speaking to visitors. You can select from a range of voice options that vary by:

  • Gender — Male or female voices
  • Tone — Warm, professional, energetic, calm, and more
  • Accent and style — Different speaking styles to match your brand

Preview each voice before selecting it so you can hear exactly what your visitors will hear.

tip

Choose a voice that matches your brand personality. A friendly, warm voice works well for customer support, while a confident, energetic voice might be better for sales conversations.

Language​

The Agent Language setting on the AI Engine tab sets the language your agent greets callers in — its starting language. From there, voice agents automatically detect the caller's language and switch to it mid-call, across roughly 70 supported languages. A caller who replies in Spanish to an English greeting gets the rest of the call in Spanish, with nothing extra to configure.

Personality​

Just like the Chat Agent, the Call Agent has personality settings that control how it interacts with visitors. You can define:

  • How it introduces itself — What the Call Agent says when it picks up the call
  • Conversational style — Whether it is brief and to the point or more conversational and detailed
  • Instructions — Specific directions about what topics to cover, what to avoid, and how to handle common scenarios
note

Voice conversations feel different from text chats. Keep your Call Agent's personality warm and conversational — visitors expect a spoken interaction to feel natural, not like they are listening to a script being read aloud.

tip

On inbound call agents, the Behavior tab has a Copy from Widget Voice Agent button next to Agent Instructions. One click copies your widget voice agent's instructions into this agent, so you don't have to retype a prompt you've already refined.

Call Behavior​

Call behavior settings control how the Call Agent manages calls:

  • Call duration limits — Set a maximum call length to manage your AI credits effectively
  • Silence handling — Configure how the Call Agent responds when the visitor stops speaking (for example, prompting them with "Are you still there?" after a pause)
  • Hold and wait behavior — Define what happens when the Call Agent needs a moment to find information

Call Routing​

Call routing determines when the Call Agent should transfer a call to a human team member instead of continuing to handle it with AI.

You can set routing rules based on:

  • Visitor request — If the visitor asks to speak to a real person
  • Topic complexity — If the conversation goes beyond what the AI can handle confidently
  • Specific keywords or phrases — If the visitor mentions something that should trigger a human handoff

When a transfer is triggered, the Call Agent lets the visitor know they are being connected to a team member and passes the call along.

warning

Make sure at least one team member is available to receive transferred calls during your working hours. If no one is available, the Call Agent will continue to handle the call on its own.

Phone Numbers​

Your Call Agent can answer calls on a real phone number, not just through the widget. In the Call Agent settings, open the Phone Number tab to manage your numbers.

Buy a number in the app — search for and purchase a real Twilio phone number directly from the Phone Number tab, no Twilio account needed:

  • Countries — United States, Canada, United Kingdom, Australia
  • Number types — Local, Mobile, Toll-free

Numbers purchased in the app are paid from your Wallet — the first month is charged at purchase, then rent is charged monthly.

Bring your own number — if you already have a number with Twilio or Telnyx, you can import it instead of buying one. Click Import on the Phone Number tab, pick your provider, and enter the number along with the provider credentials:

  • Twilio — your Account SID and Auth Token (both found on your Twilio Console dashboard).
  • Telnyx — your Telnyx API Key and the Connection / TeXML App ID of the TeXML Application the number is assigned to (both found in your Telnyx portal).

Once imported, calls to the number are answered by your Call Agent just like an app-purchased number. Bring-your-own numbers aren't billed or suspended by the Wallet — you keep paying your provider directly.

The Connected Numbers list shows every number on your account with its provider, purchased or imported. From there you can assign a number to an inbound agent so calls to that number are answered by your Call Agent, or reuse a number already connected to your company on a different agent (it stops ringing the agent it was on).

Human-handoff number — the Phone Number tab also sets where calls go when the AI transfers to a human: a company-wide phone number, plus an optional Human-handoff number (this agent) override per agent. Leave the per-agent field blank to fall back to the company number.

Call Forwarding​

Inbound call agents can ring your team before the AI ever picks up. On the Call forwarding tab, build an ordered list of forwarding phone numbers — up to 10 — each with its own ring timeout (5 to 120 seconds, 20 by default).

When a call comes in:

  1. The first number in the list rings for its timeout.
  2. If nobody answers, the next number rings, and so on down the list.
  3. The first human to answer takes the call.
  4. If no one answers, the call falls through to the AI voice agent.

Use Move up and Move down to reorder numbers, and Remove to delete one. Leave the list empty to send every call straight to the AI — the existing behavior.

note

A configured forwarding chain applies on every call, regardless of your working hours settings.

How Visitors Experience AI Calls​

From the visitor's perspective, the experience is straightforward:

  1. The visitor clicks the Audio button on the widget
  2. The Call Agent picks up and greets the visitor by speaking
  3. The visitor speaks their question or concern
  4. The Call Agent listens, understands, and responds with speech
  5. The conversation continues naturally until the visitor is satisfied or is transferred to a human

The advanced text-to-speech technology ensures the Call Agent sounds natural, with appropriate pacing, intonation, and pauses.

Best Practices​

  • Keep the introduction short — When the Call Agent picks up, it should greet the visitor briefly and ask how it can help. A long introduction wastes the visitor's time and can feel unnatural.
  • Train your Knowledge Base — The Call Agent uses the same Knowledge Base as the Chat Agent. Make sure it has comprehensive information so the Call Agent can answer a wide range of questions.
  • Test with real scenarios — Call in to your own widget and have a conversation with the Call Agent. Listen for awkward pauses, incorrect answers, or unnatural phrasing, and adjust your settings accordingly.
  • Set sensible call limits — Voice calls consume more AI credits per minute than chat messages. Set call duration limits to avoid unexpectedly high usage.

Returning Caller Awareness​

When the Identity Graph is on and the caller is identified (verified), the Call Agent's instructions include the caller's history — past chats and calls, captured forms, CRM data, AI-extracted facts. The voice agent can pick up where prior conversations left off instead of treating each inbound call as a fresh interaction.

Inbound caller-ID is itself a verification trigger when the super admin has Trust Inbound Caller-ID enabled on the global Identity Graph config (or this tenant's override). With it on, a call from a phone number we've previously associated with a visitor instantly verifies the session for cross-session context.

Next Steps​

To have your AI proactively reach out to visitors rather than waiting for them to call, set up the Auto-Connect Agent.