Documentation

Getting Started with Voice

A step-by-step walkthrough from an empty account to answering your first real phone call with an AI voice agent. Covers what you need first, the three setup steps, and how to test before you point a real number at it.

Before You Begin

A voice agent answers from the knowledge that belongs to its brand, so before you create one, make sure you have:

  • Voice enabled on your account. Only the organisation owner can open Settings → Organization settings → Billing to check the plan — an administrator is sent back to the dashboard. If you are not the owner, the check that works for you is the left menu: if Voice appears in the brand panel under Automation, voice is on and you are allowed to use it.
  • Something for the agent to answer from. Teach the brand first at Brand → (your brand) → Knowledge. A chat AI is not required: a brand with no Vex AI still answers calls from its own knowledge.
  • A payment method on file, because a phone number costs a one-time setup fee on purchase and a monthly rental after that.
You don't need to migrate your existing phone system. A voice agent works with a brand-new number you buy through Yaplet, and you can forward your old line to it later when you're ready.

Step 1 — Buy a Number

Open Settings → Organization settings → Phone numbers. On the Search & Buy tab, pick a country and a number type — local, mobile, national, toll-free or shared cost — then search and buy. Yaplet files the order with Telnyx for you; in some countries the carrier also needs documents from you before the number can go live, which is what the next note covers.

Some countries require documents (proof of address, proof of identity) before a number can be activated. The Verification tab tracks every order that is still waiting on something and walks you through each requirement.
If a purchase is refused, the dialog stays open and shows a red "The purchase did not go through" panel with the provider's reason. Only a successful purchase closes it — so a closed dialog means the number really is yours.
An order that needs paperwork catches up on its own. Simply opening the Phone numbers page re-checks every unsettled order with the provider and refreshes the list, and a background job does the same every hour — so a number that finished activating shows up within an hour at worst.

See Phone numbers for the full guide to buying, assigning and releasing numbers.

Step 2 — Create the Agent

Open Brand → (your brand) → Voice and click Create agent. The New Voice Agent dialog lets you start blank, start from a prebuilt template, or have the agent written for you. Then work through the editor's four tabs:

General

The agent's Name (internal only), its Prompt — the job description that defines how it behaves on calls — the Begin message it opens every call with, and whether callers may interrupt that greeting (off by default, so the greeting plays in full).

Voice & language

The Language the agent works in, and one of 30 voices. Every voice speaks every supported language, and you can play a sample before saving.

Connections

Assigned phone numbers and Record calls. There is no chat-bot picker here any more — the agent belongs to a brand, and the brand is where its knowledge comes from.

Call history

Every inbound call this agent has handled, with playback for recorded calls. Defaults to the last 30 days.

Generate with AI no longer asks which chat bot to copy — it writes the persona from this brand's own company name, website and tone. If the brand has no Vex AI yet, the panel warns "This brand has no AI agent yet" and the Generate button stays disabled, so start from a template instead.

See Creating an agent for the deep dive.

Step 3 — Test, Then Go Live

Before you point a customer-facing number at the new agent:

  1. Call yourself. Dial the assigned number from any phone. The agent should pick up quickly and play the greeting in the right voice and language.
  2. Ask three questions. Pick one you know the brand's knowledge covers, one it half covers, and one it doesn't. Confirm the agent answers correctly and admits when it doesn't know instead of inventing facts.
  3. Say goodbye and listen. The agent should say one farewell and then the line should drop on its own — you should not have to hang up.
  4. Check the inbox. The call thread should appear within a few seconds with a full transcript and, if you enabled recording, a downloadable MP3.
Test from a quiet place. Background noise makes it much harder to tell whether a problem is the agent or the line.

When you're happy, either advertise the new number or forward your existing line to it. From the first minute, every call shows up in your inbox alongside chats and emails from the same caller.

A voice agent handles the whole call on its own. It cannot transfer the call to a person or to another phone number — when it cannot help, it says so out loud and offers to end the call.

What to Read Next

Voice & language

The 30 voices and 17 languages — and which of the three "language" settings does what.

Knowledge base & tools

What the agent can look up on a call, and what it can and cannot do.

Pricing & limits

What a minute of voice costs and where to track usage.