Voice Agent Setup
Configure AI call handling: voice, greeting, transfer, after-hours, and scripts
On this page
Voice Feature Scope
The voice agent answers inbound calls, qualifies callers, books appointments, and transfers to a human when needed. The Phone page shows call activity and stats with a page-local nav — Overview, Simulator, Scripts, Analytics, and Config — and each call links to its own detail page with transcript and outcome.
Prerequisites
- Twilio credentials configured in Settings › Channels (the voice number itself is assigned by IntakeNexus during activation)
- Operating hours configured in Settings — after-hours routing keys off them
- A transfer number for emergencies and human-transfer requests
The Voice Config Page
AI Receptionist › Phone calls is where the phone experience is defined:
| Section | What It Controls |
|---|---|
| Basic settings | Agent name, active toggle, and greeting |
| Voice settings | Voice and language, with a voice picker and preview button |
| Capabilities | Whether the AI may book appointments and provide quotes, knowledge grounding strictness, call recording, transfer number, and warm transfer |
| Direct transfer mode | Bypass the AI entirely and forward every call to your transfer number |
| Cost controls | A per-call budget cap |
| AI persona | Inherit your business persona or override it for phone calls |
| Call messages | What the AI says when it has trouble understanding, gets no response, or is at high volume |
| Post-call follow-up | An automatic SMS after the call (with delay and template) and an optional satisfaction survey |
| After hours | Whether to answer after hours and what to do — AI agent or transfer to an on-call number |
| Fine-tuning | Turn detection, barge-in (interruptions), second-language auto-switch, and pronunciation fixes |
Direct transfer mode
Call Scripts
the Phone tab of AI Receptionist › Scripts holds the conversation flows the voice agent follows, including the inbound greeting and the after-hours greeting. Create a script with New Script and keep greetings short — callers interrupt long ones.
The Texts tab of the same page holds the intake questions the AI asks over SMS — what is wrong, the service address, the best callback and any industry-specific ones. The questions themselves are fixed per industry, but each business can edit the wording, the order and which answers are required to qualify.
Routing Reference
| Scenario | Expected Action |
|---|---|
| During business hours | AI qualifies the caller and progresses toward scheduling |
| After hours | Configured after-hours action: AI answers, or transfer to the on-call number |
| Emergency intent detected | Immediate escalation / transfer |
| Caller requests a human | Transfer to the configured transfer number (warm transfer if enabled) |
| Call missed | Missed-call text-back fires if enabled in Automation |
Troubleshooting Voice Setup
| Issue | Likely Cause | What to Do |
|---|---|---|
| Calls not processing | Twilio credentials missing or stale | Recheck Settings › Channels and place a test call |
| Calls answered but no lead generated | Caller hung up before qualification completed | Review the call transcript on the call detail page and shorten the greeting/first questions |
| Transfers not firing | Transfer number missing or not in international format | Set a full number including country code (for example +15551234567) |
| AI mispronounces your business or product names | No pronunciation entry | Add it to the pronunciation dictionary under Fine-tuning |