Define the agent’s role and voice
Open AI Voice Agent Studio. Select the agent you want to prepare or use New Agent to begin. In Basics, review its name, company, website and notes.
Choose the main language, additional languages, voice and speaking style. Speaking guidance controls tone and explanation length; business facts belong in Knowledge.
Review saved wording when changing language
Changing the main language does not translate saved text. Check greetings and prompts in the language callers should hear. One selected voice is used across the selected languages.
Prepare accurate business knowledge
Open AI Assistant to review the Knowledge Base. Use information entries for business facts and question-and-answer entries for recurring questions. The interface also provides a CSV template, import/export and search.
Keep entries concise, current and consistent. Check enabled states and remove outdated or test-only information from the content intended for live callers. Review any website-derived material rather than assuming it is ready to publish.
The portal says to apply knowledge changes with Update or Publish. Check the resulting state after completing your intended changes.
Plan the call path and handoff
Use Call Flow to define how a caller moves through the experience. Plan the greeting, assistant or menu step, and the destination used when a person needs help from your team.
Check every configured transfer destination and any external integration before sending customer calls through it. A webhook step needs a working receiving application; adding the step alone does not create that integration.
Review hours and reporting
In Basics, review Business Hours and the after-hours flow. Check what callers will hear when the business is closed as well as during working hours.
Store transcripts controls whether AI intake transcripts are saved in reports. Choose deliberately and review the information your team needs to retain; do not treat this setting as a promise of a complete recording of every call.
Review before attaching live calls
- Check current business facts and the enabled knowledge entries.
- Review greeting wording, languages and voice.
- Check menu choices, transfers and the after-hours path.
- Review reporting choices and any external integration.
- Check the agent’s published state before assigning an inbound number.
The Phone Numbers area states that publishing is required before attaching incoming numbers. Plan the change with your team, then test the incoming route and handoff before relying on it for customer calls.