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Voice AI

How to create a Voice AI agent to answer phone calls

In AI Agents › Voice AI, click Create Agent, choose Create Custom Agent, set the name, voice, language and instructions, connect a knowledge base and actions, save and test with a web call.

Updated on

Before you start

  • You need the permission to view and manage Voice AI agents. If you don't see the menu, ask an admin.
  • Decide what the agent is for: answering questions, qualifying leads, booking appointments or routing calls.
  • Have ready, if needed: the knowledge base, the calendar, the Workflows automations and the number to transfer calls to.
  • For live calls you'll need a number from the Elooo System phone system. You don't need one to test in the browser.
Where to find it

AI Agents › Voice AI › Agent List › Create Agent

Step by step

Create the agent

  1. In the left menu, open AI Agents and click Voice AI.
  2. Open the Agent List tab and click Create Agent.
  3. Choose Create Custom Agent and click Continue. (You can also start from a ready-made template in the marketplace or use the Flow Based Builder for conversations with several paths.)

Set up the basics

  1. Enter the Agent Name.
  2. Pick the Voice, Model and Language.
  3. Use the clock icon in the toolbar to set the Timezone.
  4. Write the agent's instructions. Include:
    • who it is and its main goal;
    • which details it should collect;
    • what it can and can't talk about;
    • when to transfer to a person;
    • how to end the call;
    • that it must not guess when it doesn't know.
  5. Write the Welcome Message and choose whether the agent or the caller speaks first.
  6. Click Save.

Add knowledge and actions

  1. In Knowledge Base, pick the knowledge base the agent should use.
  2. In Actions, click New Action and choose the type. The most common:
    • Call Transfer: hands the call to a person's number;
    • Appointment Booking: offers times and books;
    • Send SMS during the call;
    • Update Contact Field with what was collected;
    • Trigger a Workflow from Workflows.
  3. Name the action, describe when it should happen, fill in the required details and save.

Test

  1. In the Test Your Agent panel, choose Web Call and the inbound scenario.
  2. Click Start Web Call, allow microphone access and talk to the agent like a customer would.
  3. To test transfers and a real phone line, choose Phone Call, enter your number and click Call me.
  4. Adjust the instructions and test again until it sounds right.

Tips

  • Advanced settings (call length, silence, interruptions, voice) are hidden. Turn on Show advanced settings at the bottom of the configuration to see them.
  • Create one agent per type of call. It's easier to fine-tune and to read the reports.
  • Test calls show up in the logs but don't count toward dashboard stats.

Common problems

  • I don't see Voice AI in the menu → Your user doesn't have permission. Ask an admin to enable it.
  • The web call has no sound or the agent can't hear me → Allow the microphone in your browser, check the selected microphone and speakers and close other apps using the microphone.
  • Call transfer doesn't work in the test → Transfers aren't available in web calls. Test with Phone Call instead.
  • The agent makes up answers → Connect a knowledge base and add to the instructions that it should say it will check when it doesn't know.

Frequently asked questions

Does the agent answer calls as soon as it's created?

No. You need to assign it a number in the Deploy tab. See the article on connecting the voice agent to a phone number.

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