Voice Agents | Yaplet

What Voice Agents Do

A voice agent answers a real phone number with a natural-sounding AI voice. It speaks one of 17 languages, answers from the knowledge that belongs to its brand, transcribes the conversation as it happens, and ends up as a thread in your inbox — next to the chats and emails the same caller may have had with you before.

Round-the-clock pickup

Calls are answered whether or not anyone is at a desk. No queue, no voicemail, no missed customer — including at 3am on a public holiday.

Answers from the brand

The agent searches everything its brand owns — knowledge bases, documentation sets, uploaded files, website pages we read for you, question-and-answer entries and the product catalogue. It is a sibling of the brand's chat AI, not a child of it.

Live transcription

The whole call is transcribed as it happens. The transcript lands in your inbox the moment the call ends, searchable alongside your chat threads.

Blocked callers never ring

If the caller's number matches a banned visitor record in your organisation, the call is rejected before it rings — no greeting, no per-minute charge. The same blocklist your inbox already uses.

Where to find them:Brand → (your brand) → Voice, under the Automation heading inside the brand panel. Every brand keeps its own separate set of phone agents. The old address /dashboard/automation/voice no longer exists and nothing forwards it, so old bookmarks and old links to it break.

Phone numbers are not in this section any more. A number is bought by the organisation and billed on the organisation's invoice, so it lives at Settings → Organization settings → Phone numbers. One number can only ever ring one agent, which is why a number cannot belong to a brand.

How a Call Works

Inbound call — a caller dials a number you bought through Yaplet.
Preflight gate — if the caller's number matches a banned visitor record in your organisation, the call is rejected before it rings. Otherwise it proceeds.
Greeting — the agent plays its pre-generated greeting and the call goes live.
Conversation — Gemini Live drives the conversation, searching the brand's knowledge whenever the caller's question could be company-specific.
Hang-up — when the call ends, the agent says one farewell and the line drops. A safety timer hangs up 12 seconds after the agent first decides to end the call, so a caller is never left holding an open line.
Wrap-up — the transcript and, if you switched recording on, an MP3 recording are written to the inbox.

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, so the caller can follow up by chat or email.

Who Can Work With Them

The permission is called Voice — it used to be Automation.Voice. Granting it opens Brand → Voice and Inbox → Calls. The Phone numbers page needs it too, but that row sits inside the Organization settings group, and the whole group only appears for someone who also has the Settings permission — so grant both, or your colleague will have the right to use the page without a menu entry that leads there.

Learn More

Getting started

End-to-end walkthrough from an empty account to taking your first real call.

Phone numbers

Buying, assigning and releasing numbers in Organization settings, including country paperwork.

Creating an agent

All four tabs of the agent editor, field by field.

Voice & language

Pick from 30 voices in 17 languages and choose what fits your brand.

Knowledge base & tools

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

Call flow & transcripts

What happens during a call, and where transcripts and recordings end up.

Pricing & limits

Per-minute pricing, call limits and recording retention.

Compliance reminder: the AI disclosure is handled for you — every call opens with a fixed "This call is answered by an AI assistant." notice in the agent's language, as the EU AI Act requires. Call recording consent is not: Yaplet does not play a consent disclaimer, so if your jurisdiction requires one, add it to the agent's greeting yourself. You are responsible for the consent rules that apply where your callers live.