Voice Agents

Voice agents are AI personas that make and receive phone calls, generate personalized outreach copy, and respond to emails — all using your org’s context and knowledge base. Each agent has a configurable personality, voice, phone number, and set of skills.

How It Works

Go to Agents → Agents
Click New and choose Agent or Twin
Configure the agent’s persona, identity, and knowledge
Attach skills and activate

Agents vs. Twins

Type	Purpose	Extra Features
Agent	General-purpose AI persona for calls, emails, and chat	Preset voice selection
Twin	Digital replica of a real person	Custom voice cloning, LinkedIn profile extraction, writing style upload

Twins inherit their source agent’s persona, role, and voice — then layer on personal context from LinkedIn data and writing samples to match the real person’s tone.

Persona

The Persona tab controls how your agent communicates.

Setting	What It Controls
Role	SDR, AE, Receptionist, CSM, GTM Engineer, or Custom
Tone / Formality	Casual (0.1) → Moderate (0.5) → Formal (0.8)
Conciseness	Detailed (0.1) → Balanced (0.5) → Direct (0.8)
Assertiveness	Gentle (0.1) → Balanced (0.5) → Assertive (0.8)
Persona Prompt	Full free-text instructions for the agent’s behavior
Outbound Call Instructions	Override behavior specifically for outbound calls
Inbound Call Instructions	Override behavior specifically for inbound calls
Voicemail Message	Per-agent voicemail script (falls back to org-level if empty)

Voicemail messages support template variables: {first_name}, {bot_name}, {company_name}.

Identity

The Identity tab assigns communication channels to your agent.

Phone Number — select from available Twilio numbers. Required to make or receive calls
Voice — choose a preset Cartesia voice (Michael, Sarah, David, Emma, and others) or, for twins, clone a custom voice
Calendar — link an appointment type for booking meetings during calls
Company Knowledge — toggle access to the org-wide knowledge base

Voice Cloning (Twins Only)

In the agent form, switch to Custom voice mode
Click Clone New Voice
Select a sample script (Professional, Conversational, or Friendly)
Record up to 10 seconds of audio or upload a WAV/MP3 file
Click Clone Voice

Cloned voices are saved to your org and can be reused across multiple twins.

Knowledge

Agents can access two types of knowledge:

Company Knowledge — org-wide context including company description, services, products, pain points, value proposition, pitch, FAQs, target audience, and competitive advantage
Collections — up to 4 document collections per agent. Documents are chunked and vectorized for retrieval during conversations

Skills

Attach reusable AI skills to give your agent capabilities beyond conversation. Go to the Skills tab on the agent detail page and click Attach Skills.

Skills have three runtime types:

Type	What It Does
LLM	Runs a prompt template against an AI model with configurable temperature and token limits
API	Calls an external HTTP endpoint with method, headers, body template, and auth
Script	Executes Python, JavaScript, or TypeScript code with configurable timeout (up to 300s)

Skills can require human approval before execution. Execution history — including input, output, duration, token count, and cost — is tracked on the agent’s Activity tab.

On-Demand Content Generation

Voice agents power personalized content generation at send time across channels:

Channel	What Happens
Email	Per-contact personalized email generated using CDP data, campaign context, and conversation history
LinkedIn	Per-contact LinkedIn message generated at send time — no static templates needed
Call Script	Per-contact call script generated with live CDP data before dialing
Voicemail	Dynamic voicemail message personalized per contact

On-demand generation pulls from your Global Context, campaign documents, and the contact’s enrichment data. Twin tone profiles (formality, conciseness, assertiveness) are applied to match the sender’s style.

Phone Calls

Outbound Calls

Agents can place outbound calls via Twilio or Telnyx. Each call links to a campaign and sequence step for attribution. After the call, a callback delivers the transcript, summary, disposition, sentiment, recording, and duration.

Inbound Calls

Assign a phone number to an agent to handle inbound calls automatically. The agent uses your inbound instructions, company knowledge, and attached collections to respond. If the agent can’t resolve the call, it falls back to voicemail or queues for an SDR to claim.

Testing

Click Test Digital Agent on the agent detail page to run a test before going live.

Phone Call Test

Outbound — enter a phone number and click Start Test Call. A live status card shows call state (Dialing → Ringing → Active → Completed) with a real-time transcript
Inbound — call the agent’s assigned number from your phone. The modal shows the expected greeting and instructions

Email Test

Respond — select a pre-built scenario (Billing Inquiry, Technical Support, Sales Inquiry, Feature Request, Service Complaint), review the incoming email, and generate a response
Compose — choose a scenario or write custom context, then generate a fresh email with recipient info and context

Activity & Analytics

The Activity tab on the agent detail page shows a filterable feed of all interactions:

Filter	What It Shows
Calls	Inbound/outbound calls with transcript, audio player, summary, disposition, sentiment, and duration
Skills	Skill executions with status, token count, cost, input/output JSON, and errors
Workflows	Workflow runs with status, duration, input/output data

The Analytics tab shows aggregate metrics: total calls, success rate, average duration, and total duration.

Next Steps

Skills → — Create reusable AI actions for agents
Workflows → — Chain skills and actions into automated multi-step processes
Dialer → — Use agents with the parallel dialer for outbound calling
Sequencer → — Enroll contacts in sequences that use agent-generated content