Every voice feature

What each part of Voice AI is and when to use it, including all fifteen step types in the workflow builder.

Agents

An agent is the thing that answers. It has a voice, an opening line, and instructions in your own words. An agent answers using either those written instructions or a workflow — one or the other, never both.

Follow written instructions — the agent reads its brief and improvises. Best when calls are varied and you want it to sound natural.
Follow a workflow — the agent follows a flow you have drawn. Best when calls follow a script, or when a wrong answer matters.

Numbers

A number is what people ring. Each answers with the agent chosen when the number was set up. To change what callers hear, edit that agent — its voice, greeting and instructions can all be changed without touching the number. An agent cannot be deleted while a number still answers with it, so a number is never left with nothing behind it. Local numbers take an area code; toll-free numbers have no geography and are free for your callers.

Numbers rent monthly and the charge recurs until you delete the number. Deleting removes it from the underlying service too — you cannot be left paying for something that no longer answers.

Call credit

Prepaid, so nothing can run up an unexpected bill. New calls stop starting below $0.50, and a call in progress is allowed to finish rather than being cut off mid-sentence.

Usage and statements

The dashboard shows the month so far: calls, minutes, what was charged, and an average cost per minute. Numbers are shown separately from call time, so a month that looks expensive can be explained. At month end an itemised statement is issued as a PDF listing every call.

Workflows

A workflow is a call drawn as a series of steps. Build one under Call workflows, then point an agent at it. Each step does one thing and says where the call goes next.

The step types

Step	What it does
Talk	Say something, or ask and listen. The step you will use most.
Keypad menu	“Press 1 for…”. For routing that should not depend on speech being understood.
Branch	Take a different path depending on a condition.
Transfer	Hand the call to a person and drop off.
Bridge transfer	Stay on the line while it connects, so the call is introduced rather than dumped.
Cancel transfer	Abandon a transfer in progress, for example if nobody picks up.
Hand to another agent	Swap in a different agent, with its own voice and instructions.
Sub-agent	Run another agent for part of the call and come back.
Remember an answer	Capture something the caller said and keep it for later in the call.
Call a function	Run a tool you have defined.
MCP tool	Call an MCP server.
Run code	Evaluate an expression, for simple calculations or formatting.
Send an SMS	Text the caller — a link, an address, a confirmation.
Component	Reuse a saved piece of flow in more than one place.
End the call	Say goodbye and hang up.

Every setting the underlying service offers

The builder covers the common cases directly. For anything it does not surface, each workflow can be edited as JSON under Every setting, as JSON — nothing is hidden from you because we have not built a control for it yet.

Designing a flow that works

Start with the three things callers actually ring about. Handle those well before adding anything else.
Always give a route to a person. A caller who cannot reach one remembers that, not the clever bits.
Use a keypad menu when getting it wrong is costly. Speech recognition is good, not perfect.
Capture a phone number early. If the call drops you can still ring back.
Call it yourself after every change. Reading a flow and hearing it are different experiences.