DOCUMENTATION

Voice Agents

Voice agents place outbound calls and can answer inbound calls. They use your script, knowledge base, and CRM tools during the conversation.

Build a voice agent

1. Open voice agents and create an agent.

2. Write the task and speaking guidelines. Keep the first turn short and clear.

3. Add knowledge the agent should use (hours, services, FAQs).

4. Attach CRM tools the agent is allowed to run: look up contact, update fields, check calendar availability, and book or reschedule.

5. Assign a phone number the agent can call from.

How a call uses CRM data

- The agent looks up the contact by phone so it can greet the person and use existing fields.

- If booking is enabled, it reads calendars and open slots, then writes the appointment back.

- When the call ends, Easy Assistants AI stores the transcript, outcome, sentiment, duration, and cost in Calls.

- A call summary, recording link, outcome tags, and custom fields are sent back to the CRM contact and conversation.

Start a call

You can start a call from the agent screen (Make outbound call), from Voice Outreach campaigns, or from a workflow using the Start AI Voice Call action. All three use the same agent, from-number, and contact phone.

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