The AI Calling Agent allows you to control how inbound calls are handled at the inbox level. Once enabled, calls can be routed to an AI agent automatically, either after ringing your team or immediately, depending on your setup.
All calls handled by the AI Calling Agent are recorded automatically, regardless of inbox or organization-level recording settings.
Where to Configure the AI Calling Agent
You can find this setting by navigating to:
Inbox → Settings → Calling
The AI Calling Agent (Beta) section appears above the Voicemail section.
Enable the AI Calling Agent
Use the AI Calling Agent toggle to turn the feature on or off.
Default state: Off
When the toggle is off:
All AI Calling Agent settings are hidden
Voicemail works normally
When the toggle is on:
Voicemail is automatically turned off
The Voicemail section becomes disabled and collapsed
A tooltip explains why Voicemail cannot be enabled
Additional AI Calling Agent settings appear below the toggle
Only one option can be active at a time. If the AI Calling Agent is enabled, Voicemail cannot be turned on.
Calling Agents Table View
The Calling Agents table gives you a centralized place to manage all AI Calling Agents.
The table uses the same pagination as Texting Agents. Calling agents are managed individually, with no bulk selection. The New agent and Help buttons stay visible at the top for easy access.
You can search agents by name using the search bar. Results update in real time as you type. A Clear option resets the search, and if no matches are found, a “No results found” message appears.
Creating your Calling Agent
Creating an AI Calling Agent Step by Step
Creating a calling agent is designed to be fast and guided, with no unnecessary setup steps.
Step 1: Start a New Agent and Choose the Calling Agent Type
From the Agents page, click + New agent. A template selection modal opens.
You will see three template options:
FAQ for answering common questions
Take a message for capturing caller details
Custom for full control over agent behavior
Select a template, then click Next. The Next button is only enabled after a selection is made.
Step 2: Set the Greeting Message and Voice
Next, configure how the agent greets callers.
You will enter the greeting message text and select a voice. Voices are available in Basic and Premium options. A preview button allows you to hear the greeting before saving.
The selected voice becomes the agent’s voice for the entire call, not just the greeting.
Step 3: Connect a Knowledge Base (Optional)
You can optionally enable the knowledge base to help the agent answer questions more accurately.
If documents are still processing, the agent cannot be saved. If no documents exist, you will be prompted to add them in a new tab so your setup flow is not interrupted.
Step 4: Customize Agent Instructions
The prompt defines how your calling agent responds to callers.
Template based agents start with a default prompt.
You can customize it at any time, up to 7,000 characters. The prompt is required and cannot be empty.
If you make changes and want to revert, you can reset the prompt back to the template default.
Step 6: Test, Save, and Activate the Agent
Firstly Make sure that your Calling Agent is opperating as intended.
Once all required fields are complete and the knowledge base is fully processed, save the agent. The agent can be saved as a draft or activated immediately.
When active, the AI Calling Agent is ready to answer inbound calls based on your call flow configuration.
Choose How Calls Are Routed
Once enabled, choose which AI agent will handle calls for this inbox.
The Call Path setting determines how inbound calls are handled.
You can choose between two options:
Ring teammates first, then send to AI Agent if unanswered (default)
Calls follow your normal ring flow. If no one answers within the set time, the AI Calling Agent takes over.Send calls directly to AI Agent
Calls are routed immediately to the AI Calling Agent with no ringing.
This gives you flexibility to use the AI as a backup or as the primary call handler.
Frequently Asked Questions
What is the AI Calling Agent?
The AI Calling Agent is an AI-powered agent that can answer inbound calls for a specific inbox. It can take calls directly or step in when teammates don’t answer, helping ensure calls are never missed.
Are AI Calling Agent calls recorded?
Yes. All calls handled by the AI Calling Agent are recorded automatically, regardless of inbox or organization-level recording settings.
Can I assign different AI Calling Agents to different inboxes?
Yes. Each inbox can have one AI Calling Agent, and the same agent can be used across multiple inboxes if needed.
What happens if no AI Calling Agents exist?
If no AI Calling Agents are available:
The AI Agent dropdown shows “No AI Agents available”
You’ll see a New AI Agent option to create one
Can calls ring my team before going to the AI Agent?
Yes. You can choose how calls are routed:
Ring teammates first, then send the call to the AI Agent if unanswered
Send calls directly to the AI Agent with no ringing
What is Ring Duration?
Ring Duration controls how long calls ring your teammates before being routed to the AI Calling Agent.
Available only when ringing teammates first
Ranges from 15 to 60 seconds
Adjustable in 5-second increments
Who receives call recordings by email?
When Get Recording via Email is enabled, call recordings are emailed to the inbox owner after each completed call.
What happens if Get Recording via Email is turned off?
Call recordings are still saved in Salesmsg, but no email notifications are sent.
Can I turn Voicemail back on later?
Yes. If you turn off the AI Calling Agent, Voicemail becomes available again and can be enabled.
Is the AI Calling Agent available to everyone?
The AI Calling Agent is currently in Beta and availability may vary by account.
Need Help? ✋🏻
Contact us on live chat or send an email to us at [email protected].