Release Notes 1.3: SMS, Extensions, LLM Brain, Voice Cloning, Office Hours

Revox users can now choose the large language model that powers each voice agent.

Different models can perform better for different workflows, industries, conversation styles, and levels of complexity. Agencies are no longer limited to a single AI provider or model.

Depending on the use case, users can select models from providers such as:

• OpenAI
• Anthropic
• Google Gemini
• Additional supported model providers

An agency may prefer one model for fast and straightforward receptionist conversations, while using another for complex intake, customer service, sales qualification, or detailed insurance workflows.

This gives agencies greater control over their agents' reasoning, response style, speed, and overall performance.

The right model can now be selected based on the specific job the agent needs to perform.

Revox transfer directories now support phone extensions.

When adding a person, department, or external destination to the transfer directory, users can include both the main phone number and the appropriate extension.

For example, an agency can now configure transfers to destinations such as:

• The service department at extension 237
• A producer's direct extension
• A claims department extension
• A billing department extension
• A partner company or carrier menu extension

When the agent initiates the transfer, Revox can dial the main number and automatically enter the required extension.

This allows agencies to route callers more accurately without requiring every employee or department to have a separate direct phone number.

Revox voice agents can now send text messages during a conversation.

The first supported SMS workflow allows agents to send appointment-booking links directly to callers.

When a caller wants to schedule a meeting, the voice agent can confirm the caller's phone number and immediately send the appropriate booking link by text.

This removes the need for callers to:

• Write down a website address
• Search for the agency's calendar online
• Wait for a team member to follow up
• Remain on the phone while selecting a time

The caller can simply open the text message and choose an available appointment.

This creates a faster and more convenient transition between the voice conversation and the next step.

SMS capabilities will continue to expand across additional Revox workflows.

Revox users can now configure custom office hours for each voice agent.

Agencies can select:

• Their timezone
• The days they are open
• Opening and closing times
• A custom after-hours message
• Custom after-hours instructions
• Whether human transfers should be blocked outside office hours

The Revox agent can continue answering calls 24/7, even when the agency is closed.

However, outside the configured office hours, the agent can adjust its behavior automatically.

For example, the agent can tell callers that the office is currently closed, explain when the team will reopen, collect the caller's information, answer common questions, take a service request, or help schedule an appointment.

Human transfers can also be automatically disabled while the office is closed, preventing callers from being transferred to unavailable team members.

Office hours are not limited to playing a basic closed-office message.

Users can provide detailed instructions explaining exactly how the agent should behave outside normal business hours.

An agency may instruct its agent to:

• Let the caller know when the office will reopen
• Collect a callback number and reason for calling
• Offer appointment booking
• Take a message for a specific team member
• Collect service-request information
• Provide emergency or claims contact instructions
• Avoid attempting human transfers
• Send a booking link by text
• Answer general questions using the agency's knowledge base

This allows the same voice agent to provide a different experience depending on whether the agency is currently open or closed.

With this release, agencies can now:

• Select the AI model powering each voice agent
• Choose between supported OpenAI, Anthropic, Gemini, and other models
• Match different models to different agency workflows
• Add extensions to transfer-directory destinations
• Automatically dial extensions during call transfers
• Send appointment-booking links by SMS
• Move callers directly from a phone conversation to online scheduling
• Configure office hours for every voice agent
• Select the appropriate agency timezone
• Create custom schedules for each day of the week
• Provide a custom after-hours message
• Define specific after-hours agent instructions
• Continue answering calls 24/7
• Automatically block human transfers when the office is closed

Revox is building a more flexible way for agencies and callers to complete insurance intake.

A voice agent will be able to collect intake information conversationally and then send the completed digital form to the caller by text message or email.

The caller can review the information, confirm that everything is correct, and update anything that needs to be changed before submission.

This creates a second layer of confirmation for important details such as:

• Names and contact information
• Addresses
• Driver information
• Vehicle information
• Business information
• Coverage requests
• Prior insurance details
• Effective dates
• Additional intake answers

Callers will also be able to choose how they want to complete the intake.

If they prefer speaking with the voice agent, the agent can collect the information during the call.

If they would rather complete the form themselves, the agent can send the intake form directly by text message or email.

This gives every caller the flexibility to choose the experience that works best for them.

Voice cloning is also coming to Revox.

Customers and policyholders are often used to speaking with a specific agency owner, producer, receptionist, or account manager.

With voice cloning, agencies will be able to create a digital version of a familiar team member's voice and use it with a Revox voice agent.

This means an agency can give callers a consistent and recognizable voice experience while still answering calls 24 hours a day, seven days a week.

Agencies will be able to combine a cloned voice with the agent's:

• Knowledge base
• System instructions
• Intake tools
• Appointment-booking tools
• Transfer directory
• Office-hours settings
• SMS capabilities
• Agency-specific workflows

The goal is not simply to imitate a voice. It is to help agencies create an AI agent that sounds more familiar, personal, and aligned with their brand.

Revox 1.3 gives agencies more control over the intelligence behind their agents, more precise call routing, more convenient customer follow-up, and more flexibility outside normal business hours.

Agencies can now choose the model that best fits each use case, transfer callers through phone extensions, send booking links by text, and define exactly how their agents should operate when the office is closed.

With digital intake forms and voice cloning coming soon, Revox is continuing to move toward a fully connected communication system that allows insurance agencies to serve callers across voice, SMS, email, web chat, scheduling, and intake without creating additional manual work for their teams.