Voice AI Setup - 🛑 Phase 0 (Do Not Skip)

Updated by Jake Gipson

Step 1: Create Agent Identity (General Settings)

Estimated Time: 5-10 minutes

NOTE : The Agent will create tickets under your default phone source. For the sake of Automation, we recommend

Setting a new Ticket Source for Voice AI and then Sync Sources in your PSA.

Instructions:

  1. Navigate to the voice tab on the side bar and select the Agents Tab > + Create Agent.
  2. Name: Create an Internal name for your Agent (e.g., "Thread Overflow").
  3. Communication Style: Select voice profile ,Background Noise, and Communication Rules (Default Settings Recommended).
  4. Tone Settings: Define Punctuation, Delivery, Phrasing, and Tone, then select your Recording Storage Country .(Default Settings Recommended) .
  5. Recording Storage : Select the Country that You MSP is located in
    For recording media (audio):
    • Recordings are stored in an S3 bucket
    • the bucket is regional, so the data stays in-region (at rest)
      • Right now we have three regions:
        • us
        • ca
        • au
    For the text media:
    • it's stored in admin and inbox
    • in admin, it's available when you view a voice call
    • in inbox it's available in between-notes and at the [right] side bar, under "Phone calls"
  6. Mandatory Default Contact: Search and select a fallback contact from your PSA.
  • This contact receives tickets when the caller cannot be identified.

⚠️ WARNING: The Mandatory Default Contact is REQUIRED. The agent will fail without it. It must be a REAL, active contact in your PSA.

  1. Toggle Feedback : Toggle the Feedback Switch to turn on or off Feedback Requests

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