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VoiceAgents for Inbound Calls

Set up and use CloudTalk’s VoiceAgent feature to handle inbound calls efficiently.

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Written by Jane Doe

In this article, you'll learn how to set up and use CloudTalk’s VoiceAgent feature to manage inbound calls efficiently, including configuring workflows and handling incoming interactions with automation.

User level: Admin

VoiceAgents for Inbound Calls

VoiceAgents for Inbound Calls allows teams to handle customer inquiries automatically by integrating AI-driven agents into inbound call flows. This feature helps unlock common support use cases like checking order or ticket status, booking appointments, and more, making it easier to drive adoption through automation and faster resolution.

💡 Looking for help with proactive outreach or outbound calling use cases? Check out the VoiceAgent for Outbound Calls guide to explore that option instead.

How it works

When an inbound call reaches the VoiceAgent step in the call flow, the conversation between the caller and the VoiceAgent takes place without the need for a human agent. The VoiceAgent handles tasks such as answering questions, providing information, or collecting data independently.

Before the VoiceAgent step, you can customize the call flow using tools like Condition splitters, IVR menus, or the Time Router. This flexibility allows you to define which calls should be handled by the VoiceAgent and which should be routed directly to a human agent.

After the VoiceAgent completes the interaction, one of the following happens:

  • Safe transfer to an agent or group: the VoiceAgent keeps the caller on the line while it reaches out to the target. The caller is handed over only once the agent picks up or the queue accepts the call. If the transfer can't be completed, the VoiceAgent stays active and continues the conversation, offering to take a message, try another team, or help directly. The caller never experiences a dropped call.

  • Transfer to Call Flow: the VoiceAgent session ends and the call continues in the Answered branch after the VoiceAgent step, where you can define any follow-up logic (routing, IVR, external numbers, CSAT).

  • Natural end of call: the VoiceAgent guides the caller (if instructed by its configuration) to end the call on their own. Any steps in the Answered branch after the VoiceAgent step then continue as configured.

The full interaction between the VoiceAgent and the caller, including the entire conversation, is logged in CloudTalk as a standard inbound call.

Inbound Call Flow Setup with VoiceAgent

Prerequisites

  1. An active phone number enabled for inbound calls in your CloudTalk account

  2. VoiceAgents functionality enabled in your CloudTalk Dashboard.

  3. An Inbound VoiceAgent configured in your account. This can be created by:

    1. selecting a template designed for inbound calls

    2. by creating a Custom VoiceAgent and setting Call Direction to Inbound.

Set Up the Inbound VoiceAgent Flow

  1. From the Dashboard menu, navigate to the Numbers tab. A list of all your phone numbers will appear. Select the number that will route calls to the VoiceAgent. Click the blue pencil icon to open the number’s configuration.
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  2. In the sequence of steps for incoming calls, click Configure call flow. This opens the Call Flow Designer, where you can set up the steps for handling inbound calls.
    ​

  3. Configure the inbound call flow steps according to your needs. The VoiceAgent does not need to be the first step. After the VoiceAgent interaction ends, the flow continues in the Answered branch, so you can place follow-up steps (e.g., CSAT, voicemail, playback) after the VoiceAgent step.
    ​
    ​Example of the call flow:

  4. Click the + icon at the point in the call flow configuration where you want the VoiceAgent step to be executed. In the Add new action menu, select the Voice agent step.
    ​

  5. Configure the VoiceAgent step action. If necessary, assign a Name to the step. In the Agent section, select the intended inbound VoiceAgent. Only VoiceAgents configured with an inbound direction will be available in the selection list.
    ​

  6. (Optional) If necessary, configure additional routing settings - such as Condition Splitter, IVR, or Time Router settings - to tailor the call flow logic.

  7. Confirm VoiceAgent step configuration.

  8. Finish and save the configured call flow to apply your changes and activate the updated inbound routing.
    ​

You have now completed the inbound call flow configuration, and your VoiceAgent is ready to handle incoming calls as part of the defined workflow.

Contact Context in Inbound Calls

When a saved contact calls your business, the VoiceAgent automatically has access to their details stored in CloudTalk. This enables personalized conversations and smarter automation in your inbound flows.


You can reference contact properties in any the VoiceAgent configuration and Tools.

Finding and inserting variables

When configuring an inbound VoiceAgent, the Personalization section shows all contact fields available to your agent, including your account's custom contact fields.

You can insert a variable in two ways:

  1. Type {{ in any prompt field (greeting, goal prompt, scenarios, skills) to open an autocomplete menu, then select the variable.

  2. Click a field in the Personalization section to insert it.

If a prompt contains a variable that doesn't exist, the field highlights it and shows a warning ("One of the variables is not valid"). Check the variable name against the Personalization list, for example, contact.firstname is not a valid field; the full name is available as contact.name.

Quick property reference

Property

Notation

Data type

Example

Name

{{contact.name}}

String

John Smith

Company

{{contact.company}}

String

Acme Inc.

Job title

{{contact.title}}

String

Sales Manager

Email(s)

{{contact.emails}}

Multiple values (String)

[email protected]

Phone number(s)

{{contact.phoneNumbers}}

Multiple values (String)

+1 202 555 0175

Caller number

{{caller_number}}

String

+1 202 555 0175

Website

{{contact.website}}

String

acme.com

Industry

{{contact.industry}}

String

Software

Address

{{contact.address}}

String

123 Main St

City

{{contact.city}}

String

Boston

ZIP

{{contact.zip}}

String

02110

Country

{{contact.country.name}}

String

United States

Country code

{{contact.country.countryCode}}

String

US

Custom field

{{contact.custom.vip_status}}

String

Gold

Integration links

{{contact.integrationLinks}}

String (URL)

hubspot: https://app.hubspot.com/...

Referencing Custom Fields
To use a custom field in a prompt, you need to reference it by its exact API name.
For example, if your custom field is called vip_status, you should use:

{{contact.custom.vip_status}}

Example use cases

  • Greet the caller by name.

  • Route VIPs based on a custom field.

  • Pass a CRM ID from an integration link into a Tool.

HubSpot example: extract Contact ID from an integration link

Where in the Dashboard:

  1. Open your VoiceAgent, go to Tools.

  2. In the Tool parameter named ID (or similar), set Type = LLM Prompt.

  3. Paste this prompt into the description:

Look through the {{contact.integrationLinks}} and search for one with "hubspot" in the domain.
Then take the last path parameter and use it as the value.
It should be 12 characters.

This makes the VoiceAgent read the HubSpot link from the caller’s contact and use the Contact ID in the Tool call.

Notes and limits

  • Works when the incoming number matches a saved CloudTalk Contact. If the caller is not saved, properties may be empty.

  • If multiple contacts share the same number, your prompt should instruct how to choose the right record or fail gracefully.

  • Respect data privacy rules for any data you surface to end users.

Need help or have a question? Just reach out through our Support portal — we’re here for you.

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