Skip to main content
See the latest Voice AI updates in the changelog.

​
Contacts and caller identification

Only PSA contacts with an email or phone number are in scope. If the contact has only an email, the agent will ask for their name and company; otherwise mapping is automatic by phone number.
This is the name of your Thread Workspace.
There are three main reasons:
  1. The phone number doesn’t exist in PSA
  2. The phone number exists on multiple contacts in the PSA
  3. For existing partners: The phone number is in the PSA, but a recent contact sync hasn’t been run - go to Admin and run a PSA Contacts Sync
Yes. End-user verification can be configured, and Voice AI uses that verification signal when deciding how much existing-ticket detail a caller can access. See Voice Shield.
When a caller cannot be verified, Voice AI does not create new contacts. It will assign a ticket to the default contact you have chosen in the agent settings and add a note to the ticket saying the user is unknown. Tickets from unknown callers will be sent to your catch-all queue. Once you identify who the user is and their phone number, you can update their records in PSA and Voice will start mapping them correctly.
Whether to create a default company specifically for unverified users is up to you to decide. You can set up a default user with the default contact and company to alert someone about unidentified contacts. This should be configured in your PSA and set under your agent settings.
No. It cannot access internal notes to prevent sensitive data from being surfaced.

​
Agent behavior and configuration

It will rephrase the question and try to capture the answer again.
Not supported. Callers must press a key. Speaking may break the script.
Yes, you can customize your agent’s greeting message and behavior settings during agent configuration.
Voice AI speaks multiple languages — English, Dutch, French, and Spanish — set per agent in the agent’s language setting. More languages are rolling out; check the agent settings for the current list.
Yes, you can. You are only live once you complete the setup in your telephony system or once you share the number with your clients.
Yes. You can upload your own hold music in the agent’s General tab, under Select Hold Music → Custom (MP3, WAV, or OGG, up to 10MB). See Create your first Voice AI agent for the upload flow and encoding recommendations.
Voice AI can’t tell a human pickup apart from a voicemail — from the carrier’s perspective, both look like an answered call, so the call routing timeout stops applying and the caller stays connected to whatever answered. If the technician’s voicemail picks up, Voice AI keeps the caller on the line until they hang up.Turn on Technician Briefing in your agent’s Call handoff settings to prevent this. Before connecting the caller, Voice AI briefs the technician on the caller and issue and asks them to say their name to claim the ticket. A voicemail can’t respond, so the handoff never completes and the call falls through to your configured fallback (for example, Overflow). See Technician Handoff for the setting.One caveat: disable Technician Briefing if you’re routing calls into another IVR, or it will break the call flow.
Yes, they will.
We are currently working on adding this capability.
Currently, it’s global, per MSP.
You can setup hot keywords for escalation so the agent can skip the questions and forward the call to a technician in some cases.
You can have multiple agents with different settings and numbers.

​
Tickets, transcripts, and recordings

Based on your routing defined in Thread (ie. default board).
Tickets land in the same way as non-voice generated ones. You can search them in Inbox. For example, create a view where source=Call .
Yes, you will want to use our Overflow Agent for this use case.
Yes, it can. The agent will ask “what can I help you with?”, and if the caller is verified (phone number is registered in PSA), it will try to match their answer with an existing ticket. If a ticket is found, it will ask the caller if they wish to leave a message or read the latest updates.
Call transcripts can be viewed in:
  • Admin (Voice Dashboard)
  • Inbox (Thread)
  • There is a section called “Phone calls” on the right side of each Thread
Note: Transcripts are not added to PSA tickets, only available in Inbox and Admin.
We’re still working on a formal retention policy. In the meantime, recordings are stored securely and you can download the recording of individual calls directly from the player.
Yes. Outbound calls are recorded and transcribed into the ticket automatically, with the transcript available in the Admin dashboard and the right-hand sidebar of Inbox. See Voice AI outbound calling.
LiveKit handles real-time call and media orchestration, Cartesia provides the text-to-speech voice, and Azure OpenAI is the language model — with Azure Speech handling speech-to-text.
It depends on your use case:
  1. I don’t want an IVR menu, but I still want to transfer to a technician:
    • In this case, you can choose “Don’t use menu options” then add the phone number you want to redirect the user into in “Call Queue + Extension” field
  2. I don’t want an IVR menu and I don’t want to transfer to a technician:
    • Use Overflow agent instead
Through the “Custom Pronunciation” feature, you will add the term to be mapped to your custom pronunciation and the agent will respect that during the entire call.
The agent will provide a verbal notification to them (“no one is available at this time”), take down their details and end the call.
  1. Have a default board set in Messenger
  2. Run a PSA Contacts Sync in Admin

Related topics

Troubleshoot Voice AICommon questionsVoice AI Contact Mapping