Voice agents are created at Dashboard → Automation → Voice. Click Add voice agent and either start from a prebuilt template or from a blank agent.
A voice agent is always tied to:
- One VEX chatbot (provides the knowledge base + tools).
- Zero or more phone numbers (the agent answers calls coming to these).
- One voice + language combination (the spoken side of the conversation).
You can have multiple agents in one workspace — for example a customer support agent on the main toll-free number and an after-hours FAQ agent on the same number routed only after business hours. Concurrency limits still apply across the workspace; see Pricing & limits.
Defines who the agent is and how it opens a conversation.
Internal label — what shows up in the agent list and in inbox call threads. Pick something your team will recognise (for example "EN Receptionist · main toll-free").
System prompttextarea required
The agent's job description. Tell it who it represents, the personality and tone to use, what it should and shouldn't talk about, and any non-obvious rules ("never quote prices for enterprise plans, end the call and let the caller follow up by email").
Begin messagetext required
The exact greeting played at the start of every call. Keep it under two sentences. Most jurisdictions require disclosure that the caller is talking to an AI — put it here. If you've enabled call recording, this is also the place to add your consent disclaimer (Yaplet does not auto-play one).
Interruptible greetingboolean
When enabled, the caller can talk over the greeting and the agent will stop speaking and listen. Off by default — the greeting plays in full and the agent only starts listening after it ends. Turn this on if you want callers to be able to barge in early.
When enabled, the entire call is recorded as an MP3. See
Call flow & transcripts for retention and storage rules. If your jurisdiction requires it, add the consent disclaimer to the begin message yourself.
Write the system prompt like you're onboarding a new hire, not like you're writing a chatbot prompt. The agent does best when given a clear role, a few hard rules, and explicit examples of when to stick strictly to the knowledge base.
One of 30 Gemini voices, grouped by voice family. You can preview every voice before saving. Some families lean masculine, some feminine, some neutral — pick what fits your brand.
The primary language of the call. The agent will reply in this language even if the caller switches mid-call. See
Voice & language for the list of 17 supported languages.
Saving this tab triggers greeting pre-generation — the begin message is converted to audio in the chosen voice and language and cached so the very first second of a real call is instant. Changing the voice, language or begin message regenerates the cached audio automatically.
VEX chatbotselect required
The chatbot whose knowledge base, workflow tools and context tools the voice agent inherits. See
Knowledge base & tools for what the agent can call.
Phone numbersmulti-select
The numbers that route to this agent. A number can only be attached to one agent at a time; reassigning detaches it from the previous owner.
Voice agents currently cannot transfer calls to a human or another phone number. If the agent can't help, it admits so out loud and offers to end the call. Live transfer support is on the roadmap.
Click any agent in the list to open the same three tabs in edit mode. Changes are saved per tab; the audio cache regenerates whenever you change a field that affects spoken output (voice, language or begin message).
Editing the system prompt does not affect calls already in progress — the agent keeps the prompt it started with for the rest of that call. The new prompt takes effect on the next call.
Deleting an agent detaches its phone numbers (so they can be reassigned) but does not delete past call transcripts or recordings from the inbox. If you delete an agent then realise you wanted it back, re-create with the same prompt — past calls keep linking to the original agent name in the inbox.