Overview of Voice AI agents
Voice AI agents are AI-powered phone agents that answer your calls, qualify leads, book appointments, provide information, and run follow-up actions through natural voice conversations.
Before you start: phone numbers
Voice AI only works on accounts using LC Phone or Twilio numbers, so confirm you have one before you set up an agent.
Voice AI only works on accounts using LC Phone or Twilio numbers. Any available phone number in your account can be assigned to an agent as long as it is not already configured for another specialized function such as IVR.
You can create multiple Voice AI agents and phone numbers. Each agent can have its own assigned phone number and unique configuration.
What Voice AI agents can do
Agents answer incoming calls, make outbound calls, engage callers in natural conversation, collect information, answer questions, book appointments, and trigger automated actions based on the outcome of a conversation. Common uses are lead qualification, customer support, appointment scheduling, information collection, and call routing.
Inbound and outbound calling. Agents answer incoming calls and can initiate outbound calls to contacts automatically for lead follow-up, appointment reminders, customer reactivation campaigns, confirmation calls, and information collection.
Information collection. Agents gather details during the conversation and can automatically update or create the contact record, including a caller's name, email, and address.
Appointment booking. When connected to your calendar system through workflows, agents can book appointments during the conversation.
Actions and handoffs. Agents trigger automated actions based on how the conversation ends and can be configured to transfer calls to human agents when defined conditions are met.
Key capabilities
Knowledge base integration. Agents answer caller questions from business-specific knowledge: business hours, services offered, pricing information, frequently asked questions, and company policies. See How your data is used in AI features for how that knowledge base data is handled.
Working hours and availability. Control when Voice AI is available to answer calls and how conversations are handled during and outside operating hours, including holiday schedules.
Multi-language support. Agents can communicate with callers in multiple languages.
Prompt optimizer. Analyzes your agent instructions and suggests improvements to make responses clearer, more natural, and better aligned with your goals.
During- and post-call actions. During-call actions apply a contact update immediately and confirm it in the conversation, such as collecting and updating contact information, routing or transferring to a live agent, or triggering real-time workflows. Post-call actions apply the update silently without interrupting the caller, such as sending follow-up SMS or email, creating or updating opportunities, assigning tasks to team members, and triggering automation workflows based on call outcomes.
Testing. Simulate real conversations to validate prompts and responses, identify gaps in knowledge or logic, and confirm workflows and actions trigger correctly. Test before you deploy an agent.
Dashboard and call logs. Monitor performance and review conversations. Insights include call volume, conversation outcomes, agent performance, call history, and conversation details.