Agent Overview
A Voicetta agent is the AI receptionist your Guests talk to by phone, SMS, WhatsApp, or connected workflows.
The agent combines instructions, voice settings, knowledge, tools, phone numbers, and integrations.
Why it matters for your business
- Save money: routine calls and follow-ups can be handled without adding another shift.
- Work faster: one configuration controls how the agent greets, qualifies, and routes conversations.
- Standardize service: every Guest hears the same brand tone and process.
- Delight every Guest: the agent can answer quickly, stay patient, and use context from previous interactions.
What the agent needs
Before live traffic, the agent should have:
- a clear inbound greeting,
- instructions for common scenarios,
- approved knowledge,
- a voice and model configuration,
- at least one test call,
- a phone number or connected channel,
- billing and wallet readiness.
Step-by-step in the app
- Open Agent.
- Start with Inbound calls and review the greeting.
- Add business actions under Connections.
- Link or upload information in Knowledge base.
- Review Agent settings for voice, AI, transcription, and behavior.
- Use Test your agent before going live.
- Add or assign a number under Phone numbers.
Best practices
- Write prompts as service standards, not technical scripts.
- Keep edge cases explicit: escalation, unavailable information, urgent issues, refunds, or manager requests.
- Test with realistic Guest questions.
- Review History after test calls and adjust instructions.