Voice AI (Phone Numbers)

Introduction

This guide shows you how to activate your AI assistant as a voice agent. You’ll learn how to connect a phone number, set up outbound calling, and carry context between SMS and calls using Agent Suite automations and custom fields.

 1. Select and Add a Voice

• Go to the top-right corner and click the Voices icon (three bot heads).

• Choose from existing voices or click Import Voice to pull one from ElevenLabs.

• Search a voice (e.g., “Zuri”), click import, and it’ll appear in your voice list.

• To clone your own voice:

  • Upload an MP3 or MP4 (under 2 minutes).

  • Go to the Cloned tab to find your custom voice.

2. Connect a Phone Number

• Click the Phone icon (top-right).

• Select an existing number or click Buy Number to purchase a new one using an area code.

• If an area code isn’t available, try another or wait until one is.

• Click the three dots on a number → choose the assistant you want to connect it to → save changes.

• The number is now live and linked to your bot for inbound calls.

3. Make an Outbound Call via Workflow

• Create a workflow and use the action: Make AI Call.

• You’ll need your assistant’s ID. Go to your assistant and click the copy button next to the ID (top-left).

• Paste that ID into the workflow’s assistant ID field, save and publish.

• Add any trigger you want (e.g., form submission) to start the call.

4. Create Custom Fields for Call Context

These help maintain conversation history across SMS and voice:

• Message History – large text field

• Last Message – text field

• Last Call Transcript – large text field

• Last Call Summary – large text field

• Recording URL – text field

• Call History Summary – large text field

• Accumulated Call Time (sec & min) – numerical fields

5. Set Up a Post-Call Webhook

• Create a new workflow with an Inbound Webhook Trigger.

• Copy the webhook URL and go to your assistant’s Call Settings.

• Paste the webhook URL into the Post Call Webhook field and send a test call to generate the mapping reference.

• Back in your workflow, use the mapping reference to access call data like summaries and recordings.

6. Map Webhook Data to Contact Fields

• Find the contact using Contact ID sent from the webhook.

• Use a GPT step to create a Master Call History Summary.

• Combine the new call summary with previous summaries.

• Update contact fields:

  • Call Summary

  • Call Transcript

  • Recording URL

  • Call Time (Seconds & Minutes)

7. Carry Message History Across Channels

• Create a trigger for Customer Replied (Any Channel).

• Append the message body to Message History field.

• Update Last Message field with just the new message.

• In outbound calls, use Custom Variable 1 to pass Message History so the bot has full SMS context.

8. Add Context in Prompt Using Custom Variables

• In your outbound call workflow, pass Contact.MessageHistory into Custom Variable 1.

• In the assistant prompt, reference {{ custom1 }} to give the AI the full message context.

• Useful when switching from SMS to voice and maintaining conversation flow.

Tips

• Use short, clean names for custom fields to stay organized.

• Always test the webhook connection before finalizing the workflow.

• Use the logs inside the assistant to see how post-call data is being received.

• Clone voices under 2 minutes long for best results.