⚡Quick answer -

A Voicebot is a high-performance AI agent that automates both incoming and outgoing phone conversations. It understands natural speech and takes immediate action based on a business’s specific logic.

Follow four stages—Create Bot → Build Persona → Add Knowledge & Functions → Publish & Map to IVR—to launch a 24 × 7, human-like phone assistant that handles calls without “Press 1” menus.

When should I use this guide?

Use these steps when you need a Voicebot (not a chatbot) that answers or initiates calls, speaks English, Hindi, Hinglish or all three, transfers callers to the right department, triggers external APIs, and hands off frustrated callers to humans.

1. Voicebot at a glance

• A Voicebot is a high-performance AI agent that automates both incoming and outgoing phone conversations. It understands natural speech and takes immediate action based on a business’s specific logic.

2. The “Big Shift”: Why Voicebot?

• Train Once, Scale Infinitely: Instead of training new agents every month, the customer writes instructions once. The bot consistently follows them on every call, with no training gaps or forgotten scripts.
• Infinite Capacity: A human agent handles one call at a time, but a Voicebot handles hundreds of simultaneous calls with zero wait time.
• Cost-Effective 24/7 Coverage: The bot picks up every call at any time, including 2 AM on a Sunday, with no shifts or overtime pay.
• Real-Time API Power: The bot connects to existing business systems to give callers instant updates on order status or account info during the call.
• Natural Conversation: It replaces outdated ‘Press 1’ menus with a premium experience where callers speak naturally to a voice that understands intent.

3. The Profit Playbook: Turning Client Pain into AI Solutions

Stop pitching features; pitch the freedom the bot gives the business.

Use-case playbook by sector:

• E-commerce: Handles instant product enquiries and support calls using uploaded catalogues. Checks order status via API during the call.
• Real Estate: Filters high volumes of leads by asking for budget and location preferences before transferring to Sales.
• Healthcare: Acts as a 24/7 receptionist to gather patient info and route them to the right department.
• Education: Handles admission enquiries, provides course info from the knowledge base, and routes serious prospects to counsellors.
• Financial Services: Collects caller details, answers FAQs on policies/plans, transfers to advisors for complex cases.

4. What the Voicebot CAN do

• Answer inbound calls 24/7 with a natural-sounding AI voice
• Outbound calling
• Greet callers and handle queries using the uploaded knowledge base
• Transfer calls to the right department/agent based on the conversation
• Automatically escalate frustrated callers to humans
• End calls gracefully when the conversation is complete
• Call external APIs mid-conversation (check order status, look up info, etc.)
• Speak in English, Hindi, Hinglish, or switch languages dynamically
• Handle caller interruptions (configurable)
• Detect silence and auto-end dead calls
• Safe editing with draft/publish versioning — live bot stays unaffected during edits

5. Step-by-step setup

5.1 Create the bot

1. Go to the AI Bot listing page → click Create new bot.
2. Enter a bot name.
3. Select Voice bot (bot type cannot be changed later).
4. Click Create.

5.2 Build the Persona (Identity & Voice)

• Bot Name & Identity
• This is the name the bot will use to introduce itself on calls.

• Role
• Presets: Customer Support Agent, Receptionist Agent, Lead Qualification Agent, Appointment Scheduler Agent, Information Gatherer Agent.

• Tone
• Presets: Professional, Friendly, Conversational, Calm, Polite, Formal, Cheerful, Engaging, Neutral, Direct, and more.

• Voice Profile
• Select the voice the bot speaks in.” (name & gender, with preview)

• Language
• English, Hindi, Hinglish, or Dynamic Multilingual

5.3 Add Knowledge, Functions & Logic

1. Knowledge Base (optional)

• “Upload your product catalogs, FAQs, or policy PDFs (Max 100 MB per file).”
• Files show a Training badge while processing.

2. Built-in Functions

• transfer_to_extension() — routes calls to department extension
• end_call() — ends the conversation gracefully

3. Custom Integrations

• You can create custom functions (like schedule_demo) that connect to a CRM via API.

4. Dynamic variables

• Inside {{ }} pass live caller data, for example:
• {{caller_name}} - Get the caller's name that you asked in call to book demo
• {{caller_email_id}} - Get the email id that you have asked in call 
• {{demo_date_time}} - Get the date and time of demo
  

5. System Prompt (logic)

• Minimum 100 characters.
• This is the bot's brain — the most important part of the configuration. Here, the customer writes instructions for how the bot greets callers, handles queries, uses functions, and routes calls.
• Pre-defined session variables:{{Caller Phone Number}}, {{Company Display Number}}, {{DID}}, {{Call Time (UTC)}}, {{Call Time (IST)}}, {{Morning/Afternoon/Evening (IST)}}.

Session variables can be inserted by typing {{ or clicking the chips below the prompt field:

5.4 Guardrails & Advanced Settings

• Escalate to Human toggle. If ON, choose a department extension.

• Fallback Prompts:
• Agent Busy Prompt
• No Extension Found Prompt

• Advanced Settings

5.5 Publish the bot

• Required fields: Bot Name & Identity, Primary Role, at least 1 Tone, Voice Profile, Language, System Prompt, and both Fallback Prompts. If Frustration Handover is ON, an escalation extension must be selected.
• Click Publish Bot or Save as Draft.

6. Connect the Voicebot to a live phone number (IVR)

Now live the bot in your incoming call. Publishing the bot alone doesn't make it live on a phone number. You need to connect it to an IVR call flow:

1. Call → Design Call Flow → Create new call flow → Create advance call flow.

2. Add Call Routing Rules → toggle ON Time Based Route → Save.

3. Edit Welcome node → select Blank File (keeps it silent).

4. Click Add the next node after welcome → choose Bot.

5. Edit the Bot node → select your published bot → Save.

6. Click Preview → Publish → Confirm. Callers calling your display number or DID will now be connected to the voicebot.