Voice Agents

Turn your AVCodex agent into a voice agent that handles phone calls. Users call a dedicated phone number and have natural voice conversations with your AI. Field techs use it hands-free in the rack. End-clients use it as a 24/7 support line.

Note: Voice Agents require a Builder plan or higher. No approval step is needed. Open your agent's Build page and toggle on Voice Mode to get started.

• Inbound calls: End-clients or techs call your number to talk to your AVCodex agent
• Natural conversation: Real-time speech-to-text and text-to-speech powered by OpenAI
• Multiple voices: Choose from 9 different voice options
• Custom greetings: Set how your agent introduces itself when it answers
• Web voice mode: Enable voice chat in your web embed too, useful when a tech is on a ladder with a phone clipped to a belt

Once voice is enabled for your account, the Voice card will appear on your Build page.

1. Open Voice Settings

Go to your agent's Build page. You'll see a Voice card in the sidebar (only visible if voice is enabled for your organization).

2. Enable Voice Mode

Toggle on Enable Voice Mode to activate voice capabilities for your agent.

3. Select a Voice

Choose from the available OpenAI voices. Each has a different tone and personality.

4. Set Your Greeting

Enter a Welcome Greeting, the message your agent speaks when it answers a call.

5. Get a Phone Number

Click Select Number to open the phone number selection dialog:

1. Choose your country (US or Canada currently available) 2. Optionally filter by area code or city 3. Click Search Numbers to see available options 4. Select a number from the list 5. Click Save to provision it

6. Test Your Voice Agent

Call your new phone number to test the experience. Your AVCodex agent will answer with your greeting and respond to your voice. Try: "the projector in Boardroom 3 isn't waking up."

Available Voices#

Choose from these OpenAI voices:

Welcome Greeting#

Set what your agent says when it answers a call:

Hi, you've reached the after-hours room support line for Acme AV.
Tell me which room you're in and what you're seeing.

Keep greetings short and friendly. End-clients calling about a frozen room controller want to get to their question quickly.

Set as Default#

Check Set voice mode as the default interaction method if you want users to start in voice mode when they open your web chat. Otherwise, they'll start in text chat mode and can switch to voice.

When voice is enabled, users can also use voice chat in your web embed:

• A microphone button appears in the chat interface
• Field techs can speak instead of typing (handy when hands are full of cable)
• Your agent responds with voice
• Works alongside regular text chat

Writing Voice-Optimized Prompts#

Voice conversations differ from text chats. Optimize your system prompt:

Do:

• Use short, clear sentences
• Include common spoken phrases
• Handle "um", "uh", and partial sentences gracefully
• Provide brief, focused answers

Don't:

• Include long lists (hard to follow verbally)
• Use complex formatting (markdown, tables)
• Reference visual elements

Example prompt addition:

When responding via voice:
- Keep answers under 3 sentences when possible
- Ask clarifying questions if the request is unclear
- Use conversational language, not formal writing
- For multi-step procedures (like rebooting a Q-SYS Core),
  walk through one step at a time and wait for confirmation.

Handling Common Scenarios#

#### Silence or No Response Configure your agent to handle silence gracefully:

If the user is silent for more than 5 seconds, gently prompt:
"Are you still there? Take your time. Tell me what room you're in."

#### Background Noise Speech recognition may pick up background sounds (rack fans, HVAC, projector noise). Your agent should handle unclear input:

If you don't understand what was said, politely ask the user
to repeat themselves rather than guessing.

#### Call Transfers If your use case requires transferring to humans:

If the user says the issue is mission-critical (a live event,
a CEO town hall, a courtroom session) or asks for a human,
provide the on-call dispatcher number and offer to have
someone call them back.

Voice conversations appear in your AVCodex dashboard alongside text chats:

1. Go to Chats in your agent
2. Use the Source filter to select Voice
3. View full transcripts of what was said
4. See conversation timestamps and duration

Voice calls are billed based on usage:

Voice Card Not Showing#

The Voice card only appears on agents owned by organizations on a Builder plan or higher. If you're already on a qualifying plan and the card is missing, try a hard reload of the Build page.

Calls Not Connecting#

1. Verify you have a phone number assigned in Voice settings
2. Check that voice mode is enabled (toggle is on)
3. Ensure your AVCodex agent is published

AI Can't Understand Users#

1. Ask users to step away from the rack or close the IDF door, background noise hurts STT accuracy
2. Keep your system prompt focused on voice interactions
3. Test with different voices, some may work better for your use case

Voice Sounds Robotic or Unnatural#

1. Try a different voice from the dropdown
2. Ensure your greeting and prompts are conversational
3. Shorter responses generally sound more natural

Long Pauses in Conversation#

1. Check your AI model, faster models respond quicker
2. Reduce the complexity of your system prompt
3. Ensure your custom actions (if any) are performant. Pulling a 200-page manufacturer spec sheet on every turn will introduce lag.

You can manage voice agent configuration programmatically using the AVCodex MCP Server.

Available Tools#

Example Prompts#

"Show me the voice configuration for my room support bot"
"Change the voice to 'Sage' for a calmer tone"
"Enable Spanish support for my voice agent"
"What phone number is assigned to my agent?"

Workflow: Voice Configuration#

You: Show me the voice setup for my room support agent

AI: [Calls get_voice_config]

Voice Agent Configuration:
- Status: Enabled
- Phone Number: +1 (555) 123-4567
- Voice: Marin (natural, conversational)
- Language: English
- Welcome Greeting: "Hi! How can I help you today?"
- Web Voice Mode: Enabled

You: Change the voice to Sage for a calmer tone

AI: [Calls update_voice_config with voiceId="sage"]
Updated voice to "Sage". New calls will use this voice.

Note: MCP server access requires a Builder plan or higher. See the MCP Setup Guide to get started.

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