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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 voice, personality, call behavior, and routing.

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.

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.

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.

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.

Next Steps​

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