VOI
Step-by-Step Setup 20-30 minutes

Voice AI Setup

AI & Advanced Advanced
Need more detail? Read the full guide for config deep-dives and best practices.

Set Up Voice AI

Voice AI deploys an AI-powered phone agent that handles inbound and outbound calls with natural conversation. It qualifies leads, collects information, triggers workflows, transfers calls to humans, and sends follow-up messages. This guide walks you through creating and publishing your first Voice AI agent.

Prerequisites

Before you begin, confirm the following:

  • An active LC Phone or Twilio number in your sub-account
  • AI Agents permissions enabled under Settings > My Staff for relevant users
  • A phone number available for assignment (not configured for IVR or other specialized functions)
  • Agency-level AI enabled under Agency Settings > AI (if operating as an agency)
  • Rebilling configured under Agency Settings > Rebilling if you plan to pass costs to clients

Create a Voice AI Agent

Build your first agent from scratch using the agent creation wizard.

  1. Navigate to Settings > AI Agents from your sub-account dashboard
  2. Select the Voice AI tab to view the agent list
  3. Click the + Create Agent button in the top-right corner
  4. Enter a descriptive Agent Name (e.g., “After-Hours Support” or “Lead Qualifier”)
  5. Confirm or update your Business Name so the agent can reference it during calls
  6. Click Save to create the basic agent structure

Select a Voice

Choose the voice your agent will use when speaking to callers.

  1. Open your newly created agent from the Voice AI list
  2. Navigate to the Voice configuration section
  3. Browse the voice catalog with 340+ options across 26 languages
  4. Use the Preview button to listen to each voice before selecting
  5. Choose a voice that matches your brand personality:
    • Professional services: calm, authoritative tone
    • Retail or consumer-facing: warm, upbeat tone
  6. Save your voice selection

Configure Agent Goals

Define what your agent should collect, decide, and act on during calls.

Basic Mode Setup

Use the simplified setup for straightforward lead capture scenarios.

  1. Navigate to the Goals tab in your agent settings
  2. Ensure Basic Mode is selected
  3. Check the information types the agent should collect:
    • Name (caller’s full name)
    • Email (email address for follow-up)
    • Address (physical location or service address)
    • Contact’s issue (summary of why the caller is reaching out)
  4. Save your goal configuration

Advanced Mode Setup

Unlock full control with detailed prompts and custom actions.

  1. Navigate to the Goals tab in your agent settings
  2. Switch to Advanced Mode
  3. Write a detailed Prompt that includes:
    • The agent’s persona and personality
    • Your business hours, services offered, and pricing guidelines
    • Boundaries for topics the agent should avoid
    • Escalation rules for complex situations
  4. Configure Call Transfer conditions:
    • Define when the agent should route callers to a live team member
    • Specify the transfer phone number or team member
  5. Set Trigger Workflows to activate after the call ends
  6. Map collected data to Update Contact Fields in your CRM
  7. Configure Send SMS for during-call or post-call text messages
  8. Save your advanced configuration

Configure Language (Optional)

If you serve callers in languages other than English, configure the agent’s language.

  1. Open your agent settings
  2. Locate the Language dropdown
  3. Select from 26 supported languages (English, Spanish, French, German, Portuguese, and more)
  4. The greeting message will automatically update to align with the selected language
  5. The voice list will filter to show only voices available in that language
  6. Customize the greeting message after changing languages to ensure it sounds natural
  7. Save your language configuration

Assign Phone Numbers and Working Hours

Control which numbers ring to your agent and when the agent is active.

  1. Open your agent and navigate to the Phone & Availability tab
  2. Click Edit to modify phone number assignments
  3. Select one or more phone numbers to route to this agent (must be LC Phone or Twilio numbers)
  4. Configure Working Hours for when the agent should answer:
    • Set specific days and time intervals
    • Outside these hours, calls follow your standard inbound call flow
  5. Configure Inbound Call Flow and Incoming Call Settings to define routing logic
  6. Save your changes

Test Your Agent

Validate the full agent experience before publishing to live callers.

Web Call Testing

Test directly in the browser without dialing a phone number.

  1. Navigate to AI Agents > Voice AI > Agent List
  2. Select your agent and click Web Call
  3. Choose the scenario: Inbound or Outbound
  4. Allow microphone access when prompted by your browser
  5. Speak naturally and observe the Live Transcript panel updating in real time
  6. End the call and review the transcript, recording, and summary
  7. Identify any prompt adjustments needed for better responses

Phone Call Testing

Validate the full telephony path including carrier routing and audio quality.

  1. Select your agent and click Phone Call Test
  2. Select the Caller ID (the number your agent uses)
  3. Enter the phone number where you want to receive the test call
  4. Click Call Me and answer the incoming call on your device
  5. Interact with the agent as a real caller would
  6. After the call, review the transcript, recording, and call summary
  7. Make prompt adjustments based on test results

Publish Your Agent

Once testing is complete, make the agent available to live callers.

  1. Confirm your agent has:
    • A phone number assigned under Phone & Availability
    • Working hours configured
    • Goals and prompts finalized
    • Voice selection confirmed
  2. Save all changes
  3. Share the assigned phone number publicly on your website, ads, or marketing materials
  4. Optionally create click-to-call links using the format <a href="tel:+15551234567">Call Our AI Assistant</a>
  5. Monitor the agent’s first live calls closely for the first 24 to 48 hours
  6. Review call transcripts and adjust prompts as needed

Monitor Agent Performance

Use the Dashboard to track call volume, sentiment, and triggered actions.

  1. Navigate to Voice AI Agents > Dashboards & Logs
  2. Review core metrics:
    • Total Calls Completed
    • Call Volume Trends over time
    • Average Call Duration
  3. Check Sentiment Analysis to identify caller satisfaction patterns
  4. Monitor Action Tracking to see which workflows, field updates, and SMS sends are firing most often
  5. Filter by Time Duration or Agent to narrow your analysis
  6. Review individual call transcripts, recordings, and summaries for quality assurance
  7. Make prompt adjustments based on negative-sentiment calls or missed opportunities

Next Steps

Now that your Voice AI agent is live, consider these enhancements:

  • Create workflow bots for specialized scenarios (re-engagement, follow-up, specific lead sources)
  • Set up post-call email notifications to keep your team informed without checking the dashboard
  • Configure call transfer handoff to specific team members based on caller intent
  • Use the agent upgrade option to access enhanced voice quality and smarter call handling
  • Review transcripts weekly to identify where the agent struggles and refine the prompt
  • Read the full Voice AI guide for advanced features and best practices
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