Set up the voice channel to support customers
📣 Open beta — Premium and Enterprise. You configure voice per customer experience and support mode per phone number.
Your call experience is what a customer encounters when they ring you: the number they dial, the greeting they hear, who answers, and whether the call is recorded.
Before you start
You'll need:
You have admin permissions on the customer experience you're configuring.
At least one phone number is connected to your site, and the number is not being used by another customer experience if you have more than one. Learn more about how to set up phone numbers for your organization.
The voice feature is turned on in the space.
For AI agent: you have an AI agent set up and published. See Make your customer service agent available to customers
Agent roles in your support team, if you want your support team to answer calls
Voice calls are exempt from the Customer Access settings in the customer experience.
Incoming calls are processed regardless of the caller’s organization.
Add a number
Open your customer experience settings and go to Channel.
Select Voice.
Select Add number, then choose one of your organization's numbers.
Set the caller ID customers see if you call them.
Optionally rename the number, so it's recognizable to your own team.
Removing a number doesn't delete it. If you remove a number from a customer experience, it's released back to your organization and can be used elsewhere.
Choose your support mode
Each customer experience uses a single support mode per phone number.
Support mode | Who customers talk to | When to use it |
|---|---|---|
AI agent | AI agent only. | Use this when you want AI agent to answer calls without handing them to your support team. |
Support team | A human agent only. | Use this when you want every call to go straight to a person. |
AI agent and support team | AI agent that can hand off to a human agent. | Use this when you want AI agent to answer calls and transfer to your team when needed. |
Route calls to a space
Depending on your support mode, each customer experience routes calls to one space. Choose a space where the voice feature is turned on. Pending agent availability, the space's support team can accept or decline incoming calls.
To set the routing destination:
Open your customer experience settings.
Select Channel and then Voice.
Select a connected number in the list.
Choose the space to route calls to.
Within the routed space, incoming calls are offered to available agents. If no agents are available, the customer hears your fallback message straight away. Voice calls have a maximum duration of 4 hours, after which the call ends.
Set your call experience
For AI agent support, you can:
Select the voice your AI agent speaks
Choose the voice and language used for welcome messages and disclaimers
Play a sample to hear how it sounds before you commit
Write your welcome message
Write the greeting message your AI agent speaks at the start of each call
For human agent support, you can:
Select the voice for all text-to-speech settings
Set the welcome message that the caller hears after the disclaimer
Create a fallback message when nobody can take the call
Set what hold music is played when customers are waiting in a queue or on hold
Set up recording
All conversations use AI features and recording to generate transcriptions. You control whether the recording itself is saved to the work item and retained after the transcript is generated.
Include recording on work items
When the setting is enabled, the call audio is attached to the work item so your team can listen to the recording
When it's off, the recording is used only to generate the transcript and isn't stored afterward.
Customer-facing experience: what to expect
The customer dials your number.
They hear your legal disclaimer and welcome message.
Depending on the support mode for that number, your AI agent or a human agent picks up.
If your AI agent can't help, or the customer asks for a person, the call is handed to an available member on your support team. The customer waits while that happens.
The agent may ask the customer to confirm who they are, because a phone number alone doesn't identify a customer.
When the call ends, the related work item remains available for the agent to finish and resolve. See Manage live conversations with customers.
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