Voice AI

Voice AI deploys AI-powered phone agents that handle inbound and outbound calls with natural conversation. Agents answer 24/7, collect caller information, qualify leads, trigger workflows, transfer to humans when needed, and send follow-up messages. Each agent has its own persona, goals, voice (340+ options across 26 languages), and call-handling rules. Voice AI works exclusively with LC Phone or Twilio numbers.

What Voice AI Does

Voice AI agents operate in two goal modes. Basic mode collects name, email, address, and issue summary. Advanced mode unlocks full configuration: detailed prompts (persona, instructions, boundaries), call transfer conditions, workflow triggers, contact field updates, and SMS sending. Agents automatically populate CRM fields with collected data and trigger follow-up sequences.

Assign one or multiple LC Phone/Twilio numbers to each agent. Configure working hours so the agent answers only during specified times (after-hours coverage) or 24/7 for full automation. Outside working hours, calls follow standard inbound call flow settings (voicemail, forwarding, or another agent). A phone number cannot serve both Voice AI and IVR simultaneously.

Multi-language support covers 26 languages: English, German, Spanish, French, Portuguese, Italian, Dutch, Hindi, Japanese, Polish, Romanian, Turkish, Vietnamese, Swedish, Norwegian, Russian, Indonesian, Greek, Danish, Finnish, Chinese, Korean, Slovak, Bulgarian, Malay, and Hungarian. Change language at any time through agent settings. Voice library filters automatically to show voices available in the selected language.

Test agents using Web Call (browser-based, uses microphone, maps to logged-in user’s contact record, call transfers not supported) or Phone Call (full telephony validation including carrier routing and audio quality, standard rates apply). Both methods provide call transcripts, recordings, duration, status, and AI-generated summaries. Test calls are excluded from Dashboard Analytics and can be filtered separately under Call Type: Test.

Key Configuration Options

Agent Goals: Basic vs. Advanced. Basic mode collects name, email, address, and issue summary. Advanced mode adds detailed prompts (up to 2,000 characters for persona, instructions, boundaries), call transfer conditions, workflow triggers (one or multiple), contact field updates, and SMS sending. Use the prompt editor’s undo/redo, custom value insertion, and built-in evaluation tool to refine behavior.

Phone & Availability. Assign one or multiple LC Phone/Twilio numbers per agent. Configure working hours by day and time interval. Outside working hours, calls follow standard inbound call flow (voicemail, forwarding, another agent). Run agents 24/7 for full automation or after-hours only for team-handled daytime calls.

Voice Selection. Choose from 340+ voices across 26 languages. 200+ English voices cover accents, tones, and styles. ElevenLabs voice imports provide premium, ultra-realistic options. Preview each voice before selecting. Match voice to brand personality: calm/authoritative for professional services, warm/upbeat for retail.

Language Configuration. Select from 26 languages via the Language dropdown. Greeting message auto-updates to align with selected language. Voice library filters automatically to show voices available in that language. The agent processes and responds exclusively in the configured language. Use one language per agent; create separate agents with dedicated numbers for multilingual support.

Power Features

Dashboard and Analytics. View total calls completed, call volume trends (timeline chart), total/average call duration. Track total actions triggered (workflows, field updates, SMS, transfers) with frequency breakdown. Monitor sentiment analysis (positive, neutral, negative) to identify satisfaction patterns and prompt adjustments. Percentage delta measurements compare current performance to previous period. Filter by time duration (today, last 7 days, last 30 days, custom range) and individual agent.

Post-Call Workflows. Trigger one or multiple workflows after calls end. Automate follow-up sequences, task assignments, CRM updates, notification chains based on call outcomes. Update contact fields directly from collected call data (names, emails, addresses, custom fields) without manual entry. Send SMS during or after calls for appointment confirmations, follow-up links, or summaries.

Call Transfer Logic. Define conditions under which the agent routes calls to live team members. Examples: caller requests manager, mentions billing dispute, asks question outside agent’s scope. Clear transfer conditions ensure callers needing human assistance reach the right person quickly.

Upgrade to New Voice AI Experience. Enhanced voice quality (improved tone/clarity), smarter call handling (more natural/quick responses), greater stability (fewer interruptions), and future-proofing (ongoing improvements). Upgrade is permanent and cannot be reversed. Duplicate agent before upgrading to preserve original configuration.

Pro Tips

Write detailed prompts with business hours, services offered, pricing guidelines, and escalation rules. More context means better edge case handling.
Test both Web Call (validates conversation flow) and Phone Call (validates audio quality and telephony routing) before assigning a live number.
Start with Basic mode if new to Voice AI. Move to Advanced mode once you understand caller interaction patterns.
Duplicate agents before upgrading to preserve original configurations. Test upgraded agents thoroughly, as upgrades may impact how prompts are interpreted.
Review call transcripts regularly to identify where agents struggle. Look for moments where callers repeat themselves, express frustration, or ask unanswerable questions, then update prompts accordingly.

Common Questions

What phone number types work with Voice AI?

Voice AI requires LC Phone or Twilio numbers. Numbers from other providers or external VoIP systems are not compatible. Ensure your sub-account has at least one active LC Phone or Twilio number before setup.

Can I assign multiple phone numbers to one agent?

Yes. Assign multiple numbers to a single agent. Useful for same agent behavior across different tracking numbers or regional lines.

Can the agent transfer calls to a live person?

Yes. In Advanced mode, define specific conditions for call transfers. When conditions are met during conversation, the agent routes the caller to the designated team member or phone number.

What happens to calls outside of working hours?

Calls arriving outside configured working hours follow standard inbound call flow settings. Set these to voicemail, forward to another number, or route to a different agent.

Is the Voice AI upgrade reversible?

No. The upgrade is permanent and cannot be reversed. Always duplicate your agent before upgrading to preserve original configuration.