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A voice agent is an AI agent that talks. It answers calls that come in, or places calls that go out, holds a spoken conversation with the person on the line, and leaves you a recording, a transcript and a summary afterwards.

The Voice Agents list

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What you need first

Voice agents live under AI → Voice Agents, and the page appears only when two things are true:
  1. Your plan includes voice. See Plans.
  2. A voice service is connected to your workspace.
If either is missing, the Voice Agents entry isn’t in the sidebar at all. The whole AI section is Admin-only.
Voice is charged by the minute, on top of the credits a conversation costs. See How credits are spent before you put an agent on a busy line.

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Inbound and outbound

Every voice agent has a Call direction, set on its General tab. It’s one or the other.

Inbound

The agent picks up when someone rings the number attached to it. Use it for out-of-hours cover, first-line triage, order status, or booking confirmations — anything that would otherwise ring out.

Outbound

The agent dials out. Use it for follow-ups, appointment reminders, lead qualification, or checking in after a delivery. Calls can be placed one at a time from the dialer, or triggered by an automation.
New voice agents start as Outbound.

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How voice agents relate to chatting agents

Voice agents and chatting agents are built in different places and behave differently, even though the ideas overlap. What carries across:
  • The prompt is written the same way. Everything in Prompt, knowledge and tools about role, tone and rules applies, with one difference: the customer hears it rather than reads it.
  • Knowledge bases are shared. The same knowledge base can serve a chatting agent and a voice agent.
  • Custom tools are shared. Tools you build under AI → Tools / Functions can be attached to a voice agent too.
What doesn’t carry across: a voice agent has no bindings, no flow canvas, and no team membership. It’s attached to a phone number rather than to a channel, and it has its own set of built-in call actions — transferring the call, collecting keypad input, ending the call.

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Next steps

Create a voice agent

Direction, language, voice, number and prompt.

Voices and tuning

Pick a voice, and what the advanced settings actually change.

Call logs

Recordings, transcripts, summaries and the dialer.

AI agents

The text side of the same idea.