Letting an AI agent answer your calls (AI voice)

An AI agent can answer voice calls and hold a spoken conversation with the caller, the same way it already does over chat. It's the same AI Agents setup, with an extra tab for voice.

Requirements

• The Crece plan or higher (AI voice agents are a growth-tier feature).
• An AI agent already created in AI Agents.
• Calling enabled on the channel (see the enabling-calls article).

Steps

1. Go to AI Agents and open (or create) the agent that will handle voice.
2. Open the Voice tab and pick the voice it will speak with.
3. Go to Channels → your channel → Calling tab.
4. In routing, choose the AI agent mode.
5. Select the agent you configured.
6. Save. From now on, incoming calls are answered by the AI.

Example

You create an "AI Front Desk" agent with instructions to greet callers, understand why they're calling, and route them to Sales or Support. You set it as the routing mode on your main WhatsApp channel: now every incoming call is first handled by this AI, which talks with the caller before handing off to a human if needed.

Tips

• Reuse the same agent for chat and voice — personality and instructions are shared, the Voice tab just adds the audio piece.
• Pair it with an IVR if you only want the AI answering certain menu options (say, Sales) while others go to a human team.

Troubleshooting

• The "AI agent" option is locked: your plan doesn't include AI voice; you need to upgrade to Crece or higher.
• The call connects but there's no audio, or it drops: check that the agent has a voice selected on the Voice tab, and test with a real call.