IVR Node: Route to AI Agent

The Route to AI agent node (RouteToAi) hands the call to one of your voice-enabled AI Agents so it can talk with the caller in real time instead of a human picking up. It's the same agent engine used on text channels, now with voice.

Requirements

• An AI Agent created with voice enabled (AI Agents section of the dashboard).
• The organization's plan must include AI voice agents (available from the Crece/Growth plan up); if the plan doesn't include it, the system treats the agent as "missing" and follows the no-answer edge instead of starting the AI.

Configuration

• AI agent: which configured agent handles the call.
• Agent language: fixed (es/en/pt) or "Automatic", which uses the language detected earlier in the menu (e.g. after a Detect language node).
• Edge name when nobody answers: which node to jump to if the agent is unavailable, the plan doesn't allow it, or the agent was deleted.

Example

A sales IVR uses Detect language → Route to AI agent with the "Sales Bot" agent, language set to Automatic. If the organization doesn't have the voice AI add-on active, the call follows the no_answer edge to Route to team (human sales) instead of dropping.

Tips

• Make sure the agent is active — if it was disabled or deleted, the call automatically falls to the configured edge.
• Use "Automatic" for language when the IVR already detects the caller's language before this node, to avoid duplicating logic.

Troubleshooting

If calls never reach the AI and always fall to the no-answer path, check: (1) the AI agent exists and is active, and (2) the organization's plan includes AI voice agents under Settings → Plans & billing.