AI voice calls

AI calls let an agent answer by voice on an enabled WhatsApp number. This is separate from voice notes.

Demo organization: Casa Nativa. Interface shown in Spanish.

Set up the voice and numberCopy link

1. Open Agents, select the agent, and find Call voice under General.
2. Choose a voice and select Save changes.
3. Open Channels, find the WhatsApp number, and open its details.
4. Check AI calls and turn them on if the action is available.
5. Place a test call from a number you control.

Which agent answers, or whether Ricky doesn't answer and sends a message, is set in Workflows with the When a call comes in trigger. Without that workflow, the agent that has the caller's chat answers.

The agent starts the call with the latest messages of the caller's WhatsApp chat, so the customer does not have to repeat what they already wrote. When it needs to, the agent reads older messages of that chat.

Each call appears in the conversation with its transcript, and all of them in Calls. While the call is going on, lines appear as they are said. Each line shows when in the call it was said.

Each answered call is recorded. When it ends, a player appears in the call's card so you can listen to it. Only members of your organization can play it. Ricky keeps each recording for 90 days and then deletes it; the transcript stays. Callers do not hear a recording notice.

Each agent can use a different voice. Calls depend on the number, Meta availability, and channel setup. Choosing a voice does not turn on calls by itself. If the setting fails, check the number status and use Check connection before trying again. An enabled setting alone does not prove that a call was answered.