Creating a new call agent

Call Agents – Getting Started

Create a voice AI agent that answers phone calls automatically:

1. Click “Call Funnels” in the sidebar
2. Click “+ Create Call Funnel” button
3. Follow the setup wizard

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Step 1: Basic Setup

Funnel Name:

• Internal reference name
• Examples: “Main Sales Line”, “Support Hotline”, “Lead Qualifier”
• Not heard by callers

Agent Name:

• How AI introduces itself on calls
• Examples: “David”, “Lisa”, “Sales Assistant”
• Keep it simple and professional

Business Information:

• Company name
• Industry/business type
• Main service/product offering

Example:

Funnel Name: "Inbound Sales Line"
Agent Name: "Michael"
Company: "Acme Software"

Click “Next”.

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Step 2: Phone Number Setup

Choose how to get a phone number:

Option 1: Platform Number (Recommended)

Easiest setup – No Twilio account needed:

1. Select “Get Platform Number”
2. Choose your country
3. Select area code/region
4. Browse available numbers
5. Click “Claim Number”
6. Number activates instantly

Pricing: Included in your plan quota

Option 2: Bring Your Own Twilio

For existing Twilio customers:

1. Select “Use My Twilio Account”
2. Enter Twilio credentials:

• Account SID
• Auth Token

1. Choose existing number or purchase new
2. Click “Configure”

Benefits:

• Use existing phone numbers
• Custom Twilio settings
• Direct billing control

Click “Next” after number setup.

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Step 3: Voice Configuration

Select Voice Provider

Standard Voices (Included):

• Good quality
• Multiple accents
• Male and female options
• No extra cost

ElevenLabs (Premium):

• Ultra-realistic voices
• Natural intonation
• Emotional expression
• Requires API key

Choose Your Voice

1. Preview voices:

• Click play on each option
• Listen to sample phrases
• Test with your content

1. Select voice:

• Choose the one that matches your brand
• Consider your audience
• Professional vs friendly

1. Voice settings:

• Speaking Speed: Slow, Normal, Fast
• Pitch: Adjust higher or lower
• Stability: Consistent vs Expressive

Example voices:

• Rachel – Professional, clear, American accent
• Matthew – Authoritative, deep, British accent
• Emma – Friendly, warm, Australian accent

Greeting Configuration

Opening message:
What AI says when answering:

Example:
"Hello! Thanks for calling Acme Software. 
This is Michael, your AI assistant. How can I help you today?"

Best practices:

• Keep under 10 seconds
• State company name
• Introduce AI clearly
• Ask how you can help

Language Settings:

• Primary language (English, Spanish, French, etc.)
• Enable multi-language detection
• Add greeting translations

Click “Next”.

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Step 4: Call Handling

Business Hours

Set availability:

1. Define operating hours
2. Different message for after-hours
3. Time zone selection

Example:

Monday-Friday: 9:00 AM - 6:00 PM EST
Saturday: 10:00 AM - 2:00 PM EST
Sunday: Closed

After-hours message:
"Thanks for calling! We're currently closed. Our hours are 
Monday through Friday, 9 AM to 6 PM Eastern. Please leave 
your name and number, and we'll call you back first thing 
in the morning."

Voicemail Handling

When caller goes to voicemail:

• Enable voicemail detection
• Leave custom message
• Create lead from voicemail
• Send notification

Voicemail message template:

"Hi, you've reached [Your Name] at [Company]. Sorry we 
missed your call! Please leave your name, number, and a 
brief message, and we'll get back to you within 24 hours."

Call Recording

Recording options:

• ✅ Record all calls (recommended)
• ☐ Don’t record

Uses for recordings:

• Training and quality assurance
• Lead context
• Compliance
• Dispute resolution

Note: Recording laws vary by region. Ensure compliance.

Click “Next”.

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Step 5: Lead Qualification

Essential Information

What to collect during calls:

• ✅ Caller name
• ✅ Phone number (auto-captured)
• ✅ Email address
• ☐ Company name (B2B)
• ☐ Budget range
• ☐ Timeline

Qualification Questions

Add custom questions:

1. Click “+ Add Question”
2. Configure question

Example B2B questions:

Q: "What's your company size?"
Options: 
- 1-10 employees
- 11-50 employees
- 51-200 employees
- 200+ employees

Q: "What's your timeline for implementation?"
Options:
- Immediate (this month)
- 1-3 months
- 3-6 months
- Just researching

Q: "What's your budget range?"
Options:
- Under $5,000
- $5,000 - $15,000
- $15,000 - $50,000
- Over $50,000

Qualification Logic

Set lead scoring:

1. Assign points to answers
2. Define qualified threshold
3. Set actions for hot leads

Example scoring:

Timeline "Immediate": +25 points
Budget "Over $50,000": +30 points
Company "200+ employees": +20 points

Score 50+: Hot lead, priority notification
Score 25-49: Warm lead, standard notification
Score 0-24: Cold lead, add to nurture list

Click “Next”.

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Step 6: Calendar Integration (Optional)

Connect Calendar

For appointment booking:

1. Click “Connect Calendar”
2. Choose provider:

• Google Calendar
• Calendly

1. Authorize access
2. Select calendar

Booking Settings

Configure appointments:

• Meeting duration: 15, 30, 45, 60 minutes
• Buffer time: Minutes between meetings
• Availability: Working hours only
• Booking window: How far in advance

AI booking flow:

AI: "I'd be happy to schedule a call with our team. 
     Let me check available times. What works better 
     for you - mornings or afternoons?"

Caller: "Afternoons work better."

AI: "Perfect! I have availability tomorrow at 2 PM 
     or Thursday at 3 PM. Which works for you?"

Caller: "Thursday at 3 works."

AI: "Great! I've booked you for Thursday at 3 PM. 
     You'll receive a confirmation email at the 
     address you provided. Is there anything else?"

Click “Next”.

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Step 7: AI Training

Upload Call Scripts

Provide conversation examples:

1. Click “Upload Script”
2. Paste your ideal call flow
3. Format as dialogue

Example script:

Agent: Hello! Thanks for calling Acme Software. 
       This is Michael. How can I help you today?

Caller: I'm interested in your project management software.

Agent: Excellent! We'd love to help. Can I ask what 
       you're currently using for project management?

Caller: We're using spreadsheets right now.

Agent: I hear that a lot! Many of our customers started 
       the same way. Our software makes it much easier to 
       track projects, assign tasks, and collaborate with 
       your team. How many people are on your team?

Caller: About 15 people.

Agent: Perfect size for our Growth plan. Can I ask what 
       your biggest pain point is with spreadsheets?

Add Knowledge Base

Upload supporting content:

• Product information
• Pricing details
• FAQ answers
• Company policies

Formats accepted:

• Text files
• PDFs
• Website links
• Direct text entry

Objection Handling

Train for common objections:

Objection: "That's expensive"
Response: "I understand cost is a concern. Many customers 
find that the time saved pays for itself in the first 
month. Our Growth plan is $49 per user, which works out 
to about $1.60 per day. Can I share how customers typically 
see ROI?"

Objection: "I need to discuss with my team"
Response: "Absolutely! That's a smart approach. What 
specific information would help your team make a decision? 
I'm happy to send over case studies, pricing details, or 
schedule a demo for your whole team."

Click “Next”.

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Step 8: Final Settings

Notifications

Who gets notified:

• Email for new calls
• Email for qualified leads
• SMS for hot leads (coming soon)

Notification timing:

• Immediate (every call)

Call Forwarding

Transfer to human:

• Enable live transfer
• Business hours only

Analytics

Tracking:

• Call volume
• Average duration
• Lead conversion rate
• Qualification scores

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Step 9: Test & Launch

Test Your Call Agent

Before going live:

1. Click “Test Call” button
2. Call the test number
3. Verify:

• ✅ AI answers properly
• ✅ Voice sounds natural
• ✅ Information is accurate
• ✅ Lead capture works
• ✅ Calendar booking works
• ✅ Recording functions

1. Review test call:

• Listen to recording
• Read transcript
• Check lead data
• Make adjustments

Launch

Go live:

1. Review all settings
2. Click “Publish Funnel”
3. Share your phone number
4. Monitor first calls closely
5. Iterate based on feedback

Promote Your Number

Where to share:

• Website (replace old number)
• Business cards
• Email signature
• Google My Business
• Advertising campaigns
• Social media profiles