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This documents the v1 product. It is kept for integrations already running on it. If you are building something new, start with the Quickstart.
Voice agents are AI systems that automate phone conversations with your customers, and they can handle a high volume of calls. They combine speech recognition, natural language processing and call flow management to handle customer calls without a person on the line. Unlike traditional phone systems or chatbots, voice agents can:
  • Understand natural speech in real-time conversations
  • Handle complex requests and answer with the context in mind
  • Connect to your existing systems to look up data and take actions
  • Route calls between automated handling and human agents
  • Learn from each interaction and improve over time

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How Voice Agents Work

Each call passes through these stages, from the caller’s speech to the action the agent takes.

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1. Speech Recognition

Speech-to-text converts the caller’s audio into structured text. It handles different accents, speaking speeds and background noise.

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2. Natural Language Understanding

AI models analyze the text to work out:
  • Intent: what the caller wants to do
  • Entities: details such as names, dates and product IDs
  • Context: the conversation so far and the caller’s current situation

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3. Decision Engine

The voice agent decides how to respond based on:
  • Predefined conversation flows
  • Integration with your business systems
  • Real-time data lookup and validation
  • Escalation rules for complex scenarios

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4. Response Generation

The agent generates each reply during the conversation. Its replies:
  • Give accurate information that fits the context
  • Keep the conversation flowing
  • Match your brand’s tone and style
  • Handle follow-up questions naturally

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5. Action Execution

Voice agents can take actions such as:
  • Booking appointments in your calendar system
  • Processing orders and payments
  • Updating customer records
  • Triggering workflows in connected platforms

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Key Benefits

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Cost Efficiency

Pricing is per minute, so you pay only for productive conversation time. There is no charge for idle time while an agent waits for calls, and you can handle high call volumes without hiring more staff.

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24/7 Availability

Voice agents answer calls outside business hours and all year round, with no breaks or vacations, so you don’t miss calls. Callers get a response right away, with no hold times or queue delays.

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Unlimited Scalability

Voice agents can handle millions of calls simultaneously without infrastructure limits. Capacity scales up immediately during peak periods or marketing campaigns, and new capacity needs no training time.

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Universal Integration

Voice agents can connect to any system through APIs and webhooks. They sync with the tools you already use, such as CRM, scheduling and e-commerce platforms, and keep data consistent across all customer touchpoints.

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Common Use Cases

Voice agents are a good fit for the following kinds of work.

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Customer Support

  • Answer frequently asked questions
  • Troubleshoot common issues
  • Route complex problems to specialists
  • Provide order status and tracking information

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Sales and Lead Qualification

  • Qualify inbound leads automatically
  • Schedule sales appointments
  • Provide product information and pricing
  • Follow up on abandoned carts or inquiries

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Appointment Scheduling

  • Book, reschedule, and cancel appointments
  • Send confirmation and reminder notifications
  • Handle availability checking across multiple calendars
  • Manage waitlists and cancellations

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Order Management

  • Process new orders over the phone
  • Handle returns and exchanges
  • Provide shipping updates
  • Manage subscription changes

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Getting Started

You can deploy voice agents on several channels and connect them to your existing business systems. Setup usually involves these steps:
  1. Define conversation flows for your use cases
  2. Connect integrations to your business systems and databases
  3. Configure routing rules for escalation to human agents
  4. Test and refine the voice agent’s responses and actions
  5. Deploy, then monitor performance across your communication channels

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Next Steps

To connect voice agents to your existing systems, see the integration guides: For examples of voice agents in specific industries, see the use case pages: