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Voice Agent setup: greeting and memory

The Voice Agent answers in conversation instead of a keypad menu. Set it up so it sounds like your business, knows your business, and stays inside what you actually offer.

Step 1 — Turn the agent on for your organisation

  1. In the portal, open Assistant, then click the AI Voice Agent node to open its panel. There is no separate organisation-profile settings page for this in the account captured here.
    2. AI Voice Agent panel summary showing Enabled, Falls Back To Menu, Tools On, Memory Notes, and Booking System
    Screenshot: AI Voice Agent panel, cropped to the panel. A portal notice in the middle of this panel is covered here. The account phone number in the builder header is cropped out.
  2. Turn the agent on, and decide whether it answers all calls, or whether the Phone Tree answers first and hands over to the agent at a chosen point.
  3. On Standard you have 200 AI minutes a month included; on AI, 1,000. The agent falls back to the Phone Tree if those minutes run out, so callers never hit a dead line.

Step 2 — Write the greeting and the notes

  1. Greeting: one or two sentences — who you are and how you can help. Example: “Hello, you have reached Riverside Mobile Vet. How can I help you today?”
  2. Memory and notes: write the facts the agent must know — hours, service area, what you do and do not offer, and how you like pricing handled. Your notes win over website content when they conflict.
  3. Tone, in notes: the panel as captured has no separate tone or voice-style control. Put tone in the greeting and notes instead — warm and direct, for example — and what it should never promise, such as a slot it has not checked.

Step 3 — Connect your website knowledge

  1. Point the agent at your own website so it can build a knowledge snapshot from your pages.
  2. Check the snapshot for anything outdated, and correct it in your notes rather than editing the website just for the agent.
  3. Re-check after you change your website — the snapshot refreshes from your site, so outdated pages can return if you do not fix the source.
Tip: Write notes as rules, not paragraphs. “Never quote a price without checking the pricing list” works better than a long essay about pricing philosophy.

Checklist

Next: Voice Agent tools →