What Is a Voice Agent?

A Voice Agent is an AI agent that talks to your customers on real phone calls — answering inbound calls on your phone number, or making outbound calls for follow-ups, qualification, reminders, and campaigns. It speaks and listens in natural conversation: callers can interrupt it, pause to think, and ask anything, just like talking to a person.

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How a call works

On every conversational turn, the Voice Agent runs a three-stage pipeline in real time:

1. Speech Recognition (STT) transcribes what the caller says as they speak.
2. The AI model (LLM) decides what to say next, following your instructions, your knowledge base, and the conversation so far. It can also act — transfer the call, look up information, or trigger a tool.
3. Voice Synthesis (TTS) speaks the response in the voice you selected.

You choose the provider, model, and language for each stage in Model Settings, and you tune the conversational rhythm — when the agent considers the caller “done talking”, how it handles interruptions, what it does during silence — in Advanced Settings. The defaults work well out of the box; tuning matters most for noisy environments and specific languages.

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What Voice Agents can do

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Two engine types

Like Chat Agents, every Voice Agent uses one of two engines, chosen at creation:

• Single Prompt — one system prompt drives the whole call. Fastest to set up, most natural-feeling; right for receptionists, support lines, and open-ended conversations.
• Conversational Flow — a visual graph of nodes with explicit transitions. Right when the call must follow a strict sequence: verify identity → present offer → capture decision → wrap up.

If you’re unsure, start with Single Prompt. The decision logic is the same as for chat — see Understanding Engine Types.

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Where everything lives

Once inside a Voice Agent, you’ll work across these tabs:

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Voice Agent or Chat Agent?

They’re complementary, and most teams run both:

• Chat Agent — visitors come to you (website, WhatsApp, email). Best for support volume and capturing intent at the moment of interest.
• Voice Agent — you reach out, or callers dial in. Best for leads that need a conversation, time-sensitive follow-up (speed-to-lead), and audiences that simply prefer phone.

A common pattern: a Chat Agent qualifies a website visitor and captures their number, then a Campaign has a Voice Agent call them within minutes.

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What’s Next

• Creating Your First Voice Agent — from template to a live test call in a few minutes.
• Voice Agent Settings — every setting, its default, and when to change it.
• Voice Agent Evaluation — automatically grade completed calls against a weighted set of metrics.
• Build a Voice Agent That Books Appointments Mid-Call — a complete recipe for the calendar-booking tools mentioned above.