Creating a Phone Agent
There are two ways to create a Phone Agent:- From the Agents tab, click Phone to create one directly.
- Click + New Agent from the Agents tab and select Phone as the agent type.
Your Phone Agent can use tools during a call, but doing so will pause the conversation while the tool runs. To keep calls smooth, we recommend adding your Phone Agent to a Workforce so a parent agent can complete any research or data gathering before the call starts.
Phone Agent settings
Greeting
| Setting | Description |
|---|---|
| First message mode | How the agent behaves at the start of the call. Options: agent speaks first with a model-generated message, agent speaks first with a message you write, or agent waits for the user to speak first. |
| First message | The first thing your agent says to start the conversation. |
| First message interruptions | When enabled, allows the user to interrupt the agent’s first message. |
Outbound phone number
Provided by Relevance
Pick a phone number provided by Relevance AI.
Twilio
If you have integrated Twilio in Integrations & API Keys, select a Twilio phone number.
Based on country code
Automatically selects the appropriate phone number based on the country code of the number being called. Configure country mappings and set a default fallback for all others.
Voice and transcription
| Setting | Description |
|---|---|
| Voice provider | The service powering your agent’s voice on calls. Currently supports ElevenLabs only. |
| Voice model | The voice model your agent uses when speaking. |
| Agent voice | The specific voice your agent uses when speaking. |
| Voice speed | Adjusts the speaking speed of the agent’s voice. |
| Background sound | Adds a background sound to the call. |
| Transcriber provider | The service for speech recognition. Currently supports Deepgram only. |
| Transcriber model | The model used for speech recognition. |
| Transcriber language | The language for speech recognition. |
| Background denoising | Enables background noise reduction while the user is speaking. |
Call behavior
| Setting | Description |
|---|---|
| End call | Allows the agent to end the call when appropriate. |
| Silence timeout | Number of seconds of silence before ending the call. Maximum 3600 seconds. |
| Voicemail detection | Enables the agent to detect and respond to voicemail. Set the message it says when voicemail is detected. |
| Audio recording | Enables recording of the phone call. |
| Summary prompt | Enables automatic call summary generation. Customize the prompt used to generate summaries. |
Call transcripts
After a call completes, the transcript is available in the call record.| Action | Description |
|---|---|
| Download transcript | Saves the transcript as a file to your device. |
| Copy transcript | Copies the full transcript to your clipboard. A “Copied!” confirmation appears briefly after clicking. |
| Download recording | Saves the audio recording of the call to your device. Only available if audio recording is enabled. |