Connect VoiceAI / AI Number

Overview

Conduit can call your customers using a custom VoiceAI phone number. The AI agent will be able to send and receive messages using this number.

To set up VoiceAI:

1. Navigate to Settings > Connected Channels > Phone

2. Click Get VoiceAI number

3. Add in your desired area code and claim one of the phone numbers

4. Next to your new number, click Configure and Create agent

5. Customize your VoiceAI agent and provide instructions to your VoiceAI agent

1. If you would like to route numbers to your VoiceAI number for your agent to answer

• Click Configure next to VoiceAI Configuration > Enable Route calls to VoiceAI > Select the number you would like to be routed to Voice AI

• Optional: VoiceAI can run 24/7 or on a set schedule

Configure VoiceAI Numbers

Each VoiceAI number has it's own customizations and instructions to better serve customers.

To configure your agent

1. Navigate to Settings > Phone > Select Configure next to your VoiceAI number > Edit Agent

   • Agent Name: Choose a name that your agent will refer to itself as during calls.

   • Select a Voice: Select a voice for your agent. When Multilanguage Support is enabled, you will be able to select different voices depending on the customer's country code.

   • Interruption Sensitivity: Allows you to change how quickly the agents pauses to not interrupt your customers.

2. You Welcome Message Configuration is how your AI will initially respond. You can add instructions based on the conversation's context or have a static message. We recommend using a Dynamic greeting so the AI can respond with context and its doesn't feel scripted.

   • Provide instructions for your agent on the Knowledge the agent has and the style for how it should respond.

3. Escalation Settings are the instructions for when the AI agent should transfer a call to a person and the number the agent should escalate to.

   1. Static escalations will escalate to a specific number based on conditions you give to your AI Agent

   2. Dynamic escalations will use the conversation context and escalate to different numbers depending on the context.

   3. A warm transfer is used to provide context about the conversation to the human after the AI transfers the call.

Setting a schedule for Voice AI

When your team is unavailable, you can set up a VoiceAI agent to answer incoming calls during off hours.

To schedule a VoiceAI number

1. Navigate to Settings > Phone > Select Configure next to your Voice AI number > Configure

2. Enable incoming calls to Route to VoiceAI

   • Select the number that should route to this VoiceAI

3. Set a schedule or enable VoiceAI to run 24/7