Voice Agents
Core Concepts
A voice agent is the AI assistant that answers and handles calls for your agency.
Each voice agent can have: - A name - A voice - A welcome message - Instructions - Tools - Transfer rules - Knowledge sources - Supported languages
A voice agent can be general or specialized.
Example general agent: - Answers the phone - Asks how it can help - Routes the caller to the right workflow
Example specialized agents: - Personal Auto Intake Agent - Homeowners Intake Agent - Commercial Lines Intake Agent - Service Request Agent - Claims Triage Agent - Spanish-Speaking Agent
For most agencies, the best setup is to start with one main agent and add specialized workflows as needed.