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. By doing so, you can deliver a more personalized customer experience and build loyalty with your key clients.
After the VoiceAgent completes the interaction, it either transfers the call to a specific group or agent, or guides the caller (if instructed by the VoiceAgent prompt) to end the call on their own.
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
An active phone number enabled for inbound calls.
The VoiceAgents feature available in your CloudTalk Dashboard
A VoiceAgent with Call Direction set to Inbound (configured per the general VoiceAgents Configuration guide)
Set Up the Inbound VoiceAgent Flow
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 iconto open the number’s configuration.
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.
Configure the inbound call flow steps according to your needs. The VoiceAgent does not need to be the first step, but in any branch where it is used, it is always the final step in that call routing path.
Example of the call flow:
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.
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.
(Optional) If necessary, configure additional routing settings - such as Condition Splitter, IVR, or Time Router settings - to tailor the call flow logic.
Confirm VoiceAgent step configuration.
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.
💡Is the conversation with the VoiceAgent not sufficient for your needs? Explore the available VoiceAgent Call transfer options to seamlessly redirect callers to human agents when necessary, ensuring your customers are fully supported.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!