Step 1: Begin Creating a Voice Agent
Log into the CallPage system and navigate to the AI Voice Agent section in the left-hand menu.
You will see a list of existing Voice Agents, displaying their names, creation dates, assigned widgets, activity statuses, and available actions.
To create a new Voice Agent, click the Create Voice Agent button in the top-right corner of the screen.
Step 2: Personalize Your Voice Agent
After clicking Create Voice Agent, the setup wizard will open. In the first step, Personalize the Agent, you can configure the Voice Agent’s attributes to meet your business needs.
Voice Agent Name: Give your Voice Agent a unique name to help distinguish it from other agents.
AIVA Working Type: Choose the working mode that best fits your business needs:
After Consultants' Working Hours: AIVA answers calls outside consultants' working hours.
Recommended use cases: Lead qualification, FAQ.During Working Hours - First: AIVA answers call first during consultants' working hours.
Recommended use cases: Lead qualification + routing, FAQ.During Working Hours - Last: AIVA answers calls only if all consultants are busy.
Recommended use cases: Handling calls when consultants are unavailable, answering questions, answering FAQs, and leading qualification with call routing.Always: AIVA answers all calls at any time.
Recommended use cases: FAQ, recommended mode when no consultants are available.
Widget: Select the widget to which your Voice Agent will be assigned.
Virtual Number: Choose the virtual number your Voice Agent will use to handle calls.
Gender, Language, and Accent: Define the gender and language of the Voice Agent, depending on your target audience.
Voice Selection: Choose a voice (e.g., British or American accent). You can preview the selected voice by clicking the play icon.
Business Context: Provide a brief description of your company’s services. If unsure, click Preview to see a sample template that you can adjust.
Once all fields are completed, click Next to proceed to the next step.
Step 3: Creating the Agent Script
In this step, you will create the script that your AI Voice Agent will use during conversations. The process is divided into five sections.
Welcome Message
Add a brief greeting that will welcome callers.
Example:
"Hello! Thank you for calling [Your Company Name]. How can I assist you today?"
Identity
Define the personality and role of your Voice Agent. Write how it should introduce itself and the tone it will use during calls.
Example:
"I’m Alex, a friendly and professional virtual assistant for [Your Company Name]. Use an approachable tone to engage with callers."
Style Guardrails
Specify guidelines for your Voice Agent’s tone, style, and communication approach.
Example:Be polite and concise, addressing one topic at a time.
Use natural, friendly language.
Rephrase if the caller doesn’t understand.
Response Guideline and FAQ (Frequently Asked Questions)
Add common questions and answers that will help your Voice Agent address frequent customer inquiries.
Example FAQs:What are your business hours?
What is your refund policy?
How can I contact customer support?
Questions
List the key questions your Voice Agent should ask to collect essential information. Include a label for each question to save the data in the "Leads" tab.
Example:Label:
Company_NameQuestion: "What is your company name?"Label:
Interested_TestingQuestion: "Are you interested in testing our tool?"
Closing and Gratitude
Write a polite closing statement to end the call and thank the caller.
Example:
"Thank you for your time! If you have any questions, feel free to reach out. Our team will follow up with you shortly."
Once all sections are complete, click Next to proceed to the next step.
The sections presented below are not mandatory. Their order can be changed using drag and drop. You can also add your custom sections using the "Add new section" button.
Step 4: Set Up Call Routing
In this section, you will configure call routing to forward calls to specific team members, groups, or virtual numbers based on the call scenario.
Adding a New Call Route
Click + Add Call Routing to create a new route.
Defining the Condition (IF)
Describe the scenario that will trigger this call routing (e.g., “If the caller wants to talk to support...”).
Examples:
"If the caller is interested in speaking with the sales team..."
"If the caller asks for technical assistance..."
Setting the Action (THEN)
Enter the message your Voice Agent should deliver before transferring the call (e.g., “I’m transferring your call to our support team”).
Examples:
"Thank you for your inquiry. I’m transferring you to our sales team."
"Please hold for a moment while I connect you to the right department."
Selecting the Destination (Ring To)
Choose where the call will be forwarded:Teammates – Select one or multiple team members.
Groups – Choose a group (e.g., "Sales EN" or "IT Support PL").
Virtual Numbers – You can select a virtual number for call transfer.
Adding Multiple Routes
Add more call routes by clicking + Add Call Routing to handle different scenarios.
Finally, click Finish to save your configuration.
