AI Voice Agent
Voice as a channel, running the flows you already built.
Some conversations were always going to be spoken. The voice agent answers and places calls, uses the same tools your chat agent uses, and writes what happened back to the same contact record — so a call is one more step in the customer's history rather than an event nobody can see. Voice is in invite-only beta.
AI voice agent on a call
ConnectedAvg. handle time
1m 48s
Calls today
126
Transferred
14%
Voice sits outside everything else you run
Calls usually live in a different system from messages: a dialler here, a call log there, a spreadsheet of numbers to ring back. The result is a customer who confirmed a delivery slot on the phone and gets a message the next morning asking them to confirm a delivery slot. Nothing that happened on the call reached the place where the rest of the relationship is kept, and nobody had time to type it in.
What you get
Inbound and outbound
The agent answers calls that come in and places the ones that go out — reminders, confirmations, follow-ups and win-backs — from the same definition.
The same flows as chat
It runs the steps, knowledge and tools you built for messaging. Look up an order, check a calendar, update a record or send a message while the caller is still on the line.
Calls placed from a flow
A chatbot flow can place a call at the right moment and carry the result back into the flow as variables, so what the customer said out loud drives what happens next.
Transcripts on the record
Every call is transcribed and stored beside that customer's messages, so the next agent — on any channel — can see what was said and by whom.
Confirm the delivery slot
VoiceLive call
+971 50 •• •• 214
In progress00:42agent
Calling about tomorrow's delivery between 9 and 11.
customer
Afternoon would be better if you have it.
agent
I can do 2 to 4. Shall I move it?
customer
Yes please.
Returned to the flow
confirmedtrueslot14:00-16:00transcript_idtr_8241The next block reads these values like any other variable.
A call, placed from the middle of a flow
Chat is not always the fastest way to close a loop. Drop a voice block into a chatbot flow and it will ring the customer, hold a short scripted or AI-led conversation, and hand the answers back to the flow as variables the next branch can read.
- Announcement, scripted or AI-led modes on the same block
- The transcript and the structured values both come back
- The branch after the call depends on what was actually said
Call types
WhatsApp Business Calling
On your WhatsApp number
AI voice agent
Answers and places calls
Voice block in a flow
Placed by a chatbot
Transfer to a person
Handover from the agent
Voice is an invite-only beta; availability depends on your number and market.
Where voice runs today
Voice is a channel, not a single product. The same agent definition can answer a call, place one, or be triggered from a flow — and on WhatsApp numbers it runs through WhatsApp Business Calling, which is itself in Meta's rollout. All of it is invite-only beta while we work with early customers.
- One agent definition behind inbound, outbound and flow-triggered calls
- Human agents can take a transferred call in the same inbox
- Availability depends on your number, your market and Meta's rollout
Calls waiting
Disputed charge
EscalationReschedule delivery
LogisticsArabic caller
GCCRules
Escalation → Seniors
Logistics → Ops
Arabic → GCC team
Available
Transfer to a person without losing the thread
The agent is built to hand over rather than guess. When it does, the call goes to a queue, the rules pick an owner by team and availability, and the person who picks up already has the transcript, the collected details and the customer's chat history in front of them.
- Handover conditions you define, not a model deciding on its own
- Routing by intent, language or the value the agent collected
- The receiving agent sees everything the caller already said
Contact timeline
Flow placed a call · delivery confirmation
Voice agent saved the transcript · 42s
System updated · slot → 14:00-16:00
Flow sent the confirmation message
The call is part of the customer's history
A call that leaves no trace is a call somebody will have to make again. Each one is stamped on the same timeline as the messages: who or what placed it, what was said, what changed on the record, and which follow-up went out afterwards.
- Calls and messages on one timeline, in order
- Transcripts searchable beside the chat history
- Reports cover voice alongside every other channel
How it works
- 1
Request access
Voice is invite-only while we work with early customers, so the first step is telling us which calls you want covered.
- 2
Give the agent a job
Define the call types it handles, the tools it may use, the details it must collect, and the point at which it has to transfer to a person.
- 3
Put it on the line
Route inbound calls to the agent, schedule or trigger the outbound ones from your flows, and review transcripts each week.
Frequently asked questions
Related features
Keep reading — these work closely with this one.
Ask for voice beta access
Tell us which calls you want covered — inbound, outbound or both — and we will say whether the beta is a fit.