Where to start
Voice agents belong to a brand. Open Brand → Voice and click Create agent.
You do not have to have a phone number yet. An agent without a number simply never rings, and its card says "No phone number yet" until you assign one.
Three ways to create one
The New Voice Agent dialog offers three routes on one screen:
- A template. Ready-made agents for common jobs. A template fills in the name, the system prompt, the voice, the language and the greeting, and you can change every one of them afterwards. Each template card has a play button so you can hear its greeting before you pick it.
- Blank. An empty agent you fill in yourself.
- Generate with AI. Describe in a sentence or two what the agent should do, and Yaplet writes the persona, picks a voice and drafts the greeting for you.
Two things about the AI route. First, it works from this brand's details — its company name, website and tone — so you do not have to repeat them in your description. Second, it needs the brand to have a Vex AI agent: if it does not, the dialog says "This brand has no AI agent yet" and the Generate button stays disabled. Use a template instead, or add Vex to the brand first.
Whichever route you take, the agent is created and the editor opens on it. The editor has four tabs.
General tab
| Field | What it does |
|---|---|
| Name | Internal only — it shows in your dashboard, never to a caller. Something like "EN reception · main line" saves time later. |
| Prompt | The system prompt: who the agent represents, the tone to use, what it may and may not do, and any hard rules. This is the field that decides how the agent behaves on a real call. |
| AI notice and Greeting | Every call opens with a fixed, read-only AI notice in the agent's language ("This call is answered by an AI assistant." — required by the EU AI Act, can't be edited or interrupted), then your greeting. Leave the greeting empty and Yaplet uses a default one in the agent's language. If your rules require a recording notice, put it in the greeting — that one is not played automatically. |
| Allow callers to interrupt the greeting | Off by default: the greeting plays in full. Switch it on and a caller speaking over the greeting stops it and the agent starts listening. Leave it off when the greeting has to be heard, such as a legal notice. |
Write the prompt the way you would brief a new starter: a clear role, a handful of firm rules, and an explicit instruction about when to stick to what the brand actually knows rather than improvising. Telling the agent what to do works better than listing what not to do.
Voice and language tab
Language is the agent's working language. It decides the default greeting and the language the agent replies in. The voices themselves are multilingual, so the same voice handles every supported language.
Voice is picked from a catalogue you can filter by name or by descriptor, grouped into families. Press play on any card to hear a sample. Previewing costs nothing.
Saving after you change the greeting text or the voice regenerates the stored greeting audio automatically, so the first second of the next call matches what you just heard.
Connections tab
Two things live here, and nothing else:
- Assigned phone numbers — pick which of your numbers ring this agent. A number can only be on one agent at a time, so assigning it here takes it off whichever agent had it.
- Record calls — saves a stereo MP3 of every call, with the caller on one channel and the agent on the other. Stored privately, capped at 100 recordings per organisation; when it is full the oldest are removed first.
Switching recording on shows a compliance warning, and it is worth reading: recording is regulated, the rules on consent, disclosure and retention differ by country and by use case, and making sure you have a legal basis and have told your callers is your responsibility, not Yaplet's.
The old Vex chatbot field is gone from this tab. There is nothing to link any more — the agent answers from its brand.
Call history tab
Every call this agent has handled, defaulting to the last 30 days. Each row shows the caller, the date, the duration, the cost and the status, with a play button when there is a recording and a link straight into the conversation in your inbox.
What the agent cards tell you
Back on Brand → Voice, each card carries its voice, its language, an Active or Paused badge, and one or two warnings that are worth acting on:
- "No phone number yet" — the agent exists but nothing rings it.
- "This brand has no indexed knowledge — calls will be answered from general knowledge only." — the agent has a number and will answer, but the brand has nothing on its Knowledge screen for it to look things up in, so it will improvise from its prompt.
Pausing an agent
Open the ⋯ menu on the agent's card and choose Pause. Incoming calls stop being routed to it and the card shows a Paused badge; the same menu then offers Resume. The configuration is untouched.
Pausing stops per-minute charges, because no calls are answered. It does not stop the monthly rental on the number.
Deleting an agent
Also on the ⋯ menu. Deleting is allowed at any time, even while numbers are attached — that used to be refused. What happens:
- The agent's numbers are un-assigned and their routing reset. They stay in your account and keep costing their monthly rental until you release them at Settings → Organization settings → Phone numbers. The confirmation names how many numbers are affected.
- Past calls stay where they are — transcripts and recordings remain in your inbox.
What to do next
Assign a number and call it yourself. Then make sure the agent has something to answer with: What your voice agent knows, and where that knowledge comes from. For the voice catalogue and the language list, see Pick a voice and language for your number, and for recordings see Listen to call recordings and read transcripts.