Creating a new agent
- Navigate to the AI Voice Agents page in the Aircall Dashboard
- Click on Create AI Voice Agent in the upper-right corner
- Enter a Name, then select which Voice and Tone of voice should be used by the agent
- For the Voice option, voices are available for each of the 4 languages supported: English, Spanish, French, and German.
- Click Create
- You'll be directed to the settings page for the agent, where you can adjust:
- Profile: Name, Voice, and Tone of voice
- General context: Company Name, Company description, and Greeting message
- Knowledge: Give your AI Voice Agent context and key information to answer questions on calls
- Intake questions: Add a list of questions the AI Voice Agent should ask to gather information from a caller
- Additionally, from this page you will be able to test your agent by clicking the phone icon in the upper right corner
Managing agents
To manage an agent's settings, navigate to the AI Voice Agents page, then either click on the agent, or click the three dots on the right and select Edit
Agent settings
Profile
In the Profile section, the Name, Voice, and Tone of voice can be adjusted.
- Name: This will be the name for the AI Voice Agent that is seen in the Aircall Dashboard, as well as the name the agent will use to refer to itself on calls
- Voice: This will be the voice the agent uses on calls, and can be adjusted for the language the agent will be handling calls for. There are several options available for English, French, Spanish, and German
- Tone of voice: This will be the tone of voice the agent uses on calls, which can be set to either Casual and friendly or Serious and formal
General context
In the General context section, the Company Name, Company description, and Greeting message can be adjusted.
- Company Name: This will be used by the AI Voice Agent to refer to the company. The company name can be adjusted as necessary to specify the department or other company entity the agent is handling calls for
- Company description: Adding content here is optional, however providing a description/context of your company can help the AI Voice Agent to answer questions beyond your Knowledge content
- Greeting message:This message will be the first interaction between a caller and the AI Voice Agent. The agent will say be exactly what is written, with no AI involved in the first statement
Knowledge
Give your AI Voice Agent context and key information to answer questions on calls, such as frequently asked questions and/or other related information. The AI Voice Agent will respond to questions from callers based on the provided content, and users should enter any information that is relevant for callers and their potential questions here.
To help the agent easily understand the entered information, please make sure to format the content here.
Currently this section supports input up to approximately 20 pages in length, though it is recommended to keep the length to 3-4 pages maximum.
📚 For more information on best practices, please visit: Using AI Voice Agent - Best Practices
Intake questions
Add a list of questions the AI Voice Agent should ask to gather information from a caller. For each question you can set if it is required or optional, by either checking the Optional box or not (questions by default will be required).
- For required questions, the AI Voice Agent will need an answer from the caller to move on the next question. If an answer is not provided, the agent will insist on one from the caller
- For optional questions, the AI Voice Agent will be less insistent and will move on without an answer
While a maximum of 4-5 intake questions will work work, 3-4 is the recommended amount. More questions than this can lead to longer conversations where the caller is more likely hang up.
Intake question examples:
- What is your professional email?
- Do you already use a CMS?
- What time works best to call you back?
Once a call has been completed, a note will be added to the call displaying each answered intake question, along with the caller's answers. If the call is cut off mid-way, the next required questions may not appear or will be marked blank. Optional questions will only appear if answered.
Testing your Agent
At any point, you can click the phone icon in the upper right corner of the settings page to test your agent:
When testing, the agent will use the Profile, General context, Knowledge, and Intake questions sections as they are currently saved. Update each of your settings and test the agent to make sure that the experience is what you intend for callers before adding the agent to your Aircall number.
Adding AI Voice Agents to Smartflows
To add an AI Voice Agent to a Smartflows number, simply add it to the distribution as you would with any other Smartflows Widget:
Once the AI Voice Agent widget is added, you will be able to choose the specific agent that should be used:
📚 For more information on configuring Smartflows, please visit: Smartflows Routing Overview
⚠️ Please note: Today the AI Voice Agent widget operates similarly to the Voicemail widget. After a caller speaks with an AI Voice Agent, the call will end and nothing after the AI Voice Agent widget in the Smartflows distribution will occur.
⚠️ Please note: Due to specific regulations, AI Voice Agents should not be added to French mobile numbers.
Viewing AI Voice Agent calls
In Aircall Workspace, calls answered by AI Voice Agents will be viewable just as other calls are. When looking at a Conversation, calls answered by a voice agent will be listed as AI Voice Agent Call, with Notes containing the intake questions answered, along with the answers from the caller: