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AI Phone Agent & Voice Channel (Beta)

AI Phone Agent (Beta)

The phone channel lets your chatbot answer real phone calls in a natural voice. It uses the same knowledge base, tools, and configuration as your chat widget, so a caller gets the same answers a website visitor would get, only spoken and in real time.

The phone channel is in Beta. It works end to end, but expect the occasional rough edge and ongoing changes.

Where to find it

The phone feature lives in two places:

  • Setup and settings — open a chatbot, go to the Integrations tab, and pick Phone. Everything about numbers, voice, and call rules is configured here, per chatbot.
  • Call history — the Calls entry in the dashboard sidebar lists every call, with transcripts, outcomes, and summaries. See Calls.

What you need

  • A paid plan. The channel is available from the Basic plan upward; trial accounts can use it during the 14-day Premium trial.
  • The Voice add-on activated on your account. It unlocks a monthly pool of call minutes, concurrent-call capacity, and included phone numbers. For the current voice tiers and what each includes, see the pricing page.
White-label: on a white-label platform the phone channel is managed by your provider. Minutes and numbers come from the organization pool, and your provider assigns you a number contingent before you can switch the channel on. See White-Label Quotas.

How a call works

  1. A caller dials your number.
  2. The assistant answers, greets them, and always states that it's an AI.
  3. It answers questions from your knowledge base and can, depending on the tools you enable, capture a callback, qualify a lead, book an appointment, call your APIs, or hand off to a human.
  4. When the call ends you get an optional email summary, and the transcript is stored only if the caller consented.

Quick start

  1. Confirm your plan and activate the Voice add-on.
  2. Open Chatbot → Integrations → Phone.
  3. Connect a number: buy one, forward an existing number, or connect SIP.
  4. Set the voice, language, and greeting.
  5. Set your call rules and transfers.
  6. Run a test call from your browser (in the Phone tab).
  7. Switch Activate phone channel on.

Tip: Until you activate the channel, or if your monthly minutes run out, callers hear a neutral "not available" message instead of the assistant.

Compliance built in

Two things are always on and can't be switched off:

  • AI disclosure — the assistant states that it's an AI, spoken right after your greeting (EU AI Act, Article 50).
  • Transcript consent — a call transcript is stored only if the caller agrees. Without consent the call still works; only the transcript is withheld (GDPR).