Voice Agents

Voice agents are AI-powered phone agents that conduct conversations with leads. They handle outbound calls (initiated by the auto-dialer or manually) and inbound calls (routed to campaigns).

How Voice Agents Work

1. A voice agent is created and linked to an external provider (e.g., ElevenLabs)
2. The agent is assigned to a campaign's AI Agents configuration
3. A voice prompt template defines the conversation script
4. When a call is initiated, the prompt is rendered with lead data and sent to the provider
5. The provider conducts the call and returns the transcript via a post-call webhook
6. The interaction record is updated with the outcome, and the lead status changes accordingly

Agent Types

Each campaign can have two voice agents:

• Production Agent — Used for real leads
• Test Agent — Used when the lead has the isTest flag. Falls back to the production agent if no test agent is configured.

Assigning to Campaigns

Navigate to a campaign's AI Agents tab to configure:

• Voice Agent — Select from your list of voice agents
• Voice Prompt Template — Select the prompt that guides the AI conversation
• Phone Number — Optionally assign a campaign-specific phone number (overrides the agent's default)

Phone Number Resolution

When a call is initiated, the system resolves the outbound phone number in this order:

1. Campaign phone number — If a phone number is assigned at the campaign level
2. Agent phone number — The phone number configured on the voice agent
3. If neither is set, the call fails with a MISSING_PHONE_NUMBER error

Key Concepts

• Interaction — Each call creates an interaction record (type call) with transcript, duration, and outcome
• Contact Type — Tracks whether this is a new, first, or returning contact (used in prompt conditionals)
• Post-Call Pipeline — Optional AI processing that runs after a call completes (analysis, data extraction, scoring)
• Auto-Dialer — Automated system that schedules and retries calls based on configurable rules