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Voice Call AI Agent Configuration

Table of Contents
  1. Configure AI Platform: Set up Vapi.ai or Bland.ai with your API keys in SETUP > SETTINGS > Voice Call AI Agent
  2. Set Up Phone Numbers: Choose from Free VAPI Numbers, SIP integration, BYO SIP Trunk, or import existing Twilio numbers – all managed through the unified VAPI.ai interface
  3. Upload Knowledge (Vapi.ai only): Add your company documents, FAQs, and product information to create smart knowledge bases
  4. Create Campaigns (Vapi.ai only): Upload CSV files with contact lists and configure campaign settings and AI behavior
  5. Launch & Monitor: Start your campaigns (Vapi.ai) or make manual calls (both platforms) and track progress through the comprehensive dashboard
  6. Analyze Results: Review call logs, transcripts, and performance reports to optimize future campaigns

Important Feature Availability Notice #

Advanced features are currently provider-specific:

  • Vapi.ai: Full feature set including Knowledge Base management, Automated Campaign system, Lead Qualification & Scoring, File Upload functionality
  • Bland.ai: Basic AI calling functionality.

Recommendation: For complete functionality, we recommend using Vapi.ai.

AI Platforms Feature Availability Details #

  • Unified Phone Number Management: Manage all phone numbers through VAPI.ai interface – choose from Free VAPI Numbers, SIP integration, BYO SIP Trunk, or import existing Twilio numbers.
  • Outbound Call Campaigns: Upload CSV files with hundreds or thousands of contacts and launch automated AI voice campaigns to reach prospects at scale (Vapi.ai only)
  • Smart Knowledge Base: Upload company documents, FAQs, and product information that your AI assistant can reference during calls for accurate responses (Vapi.ai only)
  • Manual AI Calls: Make individual AI calls to specific leads with custom instructions directly from lead profiles (Both platforms)
  • Campaign Management: Create, schedule, and monitor bulk calling campaigns with real-time progress tracking and detailed statistics (Vapi.ai only)
  • Lead Qualification: AI assistants can evaluate and score leads automatically based on conversation outcomes and custom criteria (Vapi.ai only)
  • Inbound & Outbound Calls: Handle both incoming customer calls and outbound sales calls using smart AI assistants (Both platforms)
  • Call Analytics: View detailed call logs, transcripts, recordings, and performance metrics for every conversation (Both platforms)
  • Follow-Up Automation: Automatically trigger follow-up calls when leads reach specific statuses in your sales pipeline (Both platforms)
  • Lead Status Automation: Automatically update lead statuses after calls are completed based on conversation outcomes (Both platforms)
  • Voice Platform Choice: Choose between Vapi.ai and Bland.ai platforms based on your preferences and requirements

Configuration Step-by-Step #

  • Quick Start GuideGet your AI assistant up and running in 15 minutes:🚀 Essential Setup Steps
    1. Add Phone Numbers: Choose from free VAPI numbers, SIP, or import existing numbers (5 minutes)
    2. Choose AI Provider: Select Vapi.ai or Bland.ai and add API key (2 minutes)
    3. Write First Instructions: Tell your AI how to behave on calls (5 minutes)
    4. Test with a Call: Make your first AI call to verify everything works (3 minutes)
    That’s it! Your AI assistant is now ready to handle calls 24/7 or run automated campaigns.What You’ll Achieve After Setup:
    • ✅ 24/7 Phone Coverage: AI answers all calls professionally, even outside business hours
    • ✅ Automatic Lead Capture: Every caller becomes a lead in your CRM with full conversation history
    • ✅ Ready for Campaigns: Upload a CSV file and start automated cold calling immediately
    • ✅ Cost Savings: No need to hire receptionists or cold calling teams
    • ✅ Professional Image: Consistent, knowledgeable responses to all customer inquiries
    💡 Pro Tip: Start by setting up inbound calls first – it’s easier and you’ll see immediate value when customers call your business number. Once comfortable, move on to outbound campaigns (requires Vapi.ai for full campaign features).
  • Understanding Voice Call AI Agent: Voice Call AI Agent transforms how your business handles phone communication by replacing human agents with intelligent AI assistants.🎯 Main Features:
    • Inbound Calls: AI answers calls 24/7, qualifies leads, books appointments
    • Outbound Campaigns: Upload contacts and run automated calling campaigns
    • Smart Knowledge: AI uses your documents to answer customer questions
    • Lead Management: Automatic lead creation with call history
    • Multiple Providers: Choose between Vapi.ai or Bland.ai
    🔧 What You’ll Find in Your CRM:
    • Settings: Configure everything at SETUP > SETTINGS > Voice Call AI Agent
    • AI Call Logs: View all call history, transcripts, and analytics in one place
    • AI Campaigns: Create and manage bulk calling campaigns
    • Lead Integration: Every lead profile shows complete AI interaction history
    • Make AI Call Button: Instantly call any lead with custom instructions
  • Configure Call Settings
    • Inbound Call Settings
      1. First Sentence: The first sentence that the assistant will say when someone calls.
      2. System Prompt: The system prompt configures the context, role, personality, and instructions for the assistant. This is used as the base prompt for all inbound calls.
      3. Voice Assistant: Choose between Vapi.ai or Bland.ai for handling inbound calls.
      4. Knowledge Bases: Select which knowledge bases the assistant can access during inbound calls.
    • Outbound Call Settings
      1. First Sentence: The opening message that the assistant will say when the lead picks up.
      2. System Prompt: The system prompt for outbound calls, defining the assistant’s behavior and objectives.
      3. Voice Assistant: Choose the AI platform for outbound calls (can be different from inbound).
      4. Tools & Knowledge Bases: Configure which tools and knowledge bases are available for outbound calls.
  • Phone Number Setup: Manage all your phone numbers through the VAPI.ai interface.
    1. Go to Settings: Navigate to SETUP > SETTINGS > Voice Call AI Agent > Vapi.ai Settings > Phone Numbers > Add Phone Number: Click “Add Phone Number” and choose from:
      • Free VAPI Number – Get a free US phone number,
      • Free VAPI SIP – Use SIP integration,
      • BYO SIP Trunk Number – Bring your own SIP trunk,
      • Twilio Integration – Import Twilio number

    1. Assign to Assistant: Connect your phone number to an AI assistantTest: Make a test call to verify everything works

  • Configuring Vapi.ai (AI Provider)Vapi.ai is one of the leading AI voice platforms that powers your automated calls. Complete this setup to enable AI-powered conversations.
  • 📋 Prerequisites: You’ll need a Vapi.ai account and API key. Sign up here if you don’t have one.🔧 Essential Vapi.ai Configuration:
    1. API Key:Max Call Duration (seconds):
      • Set the maximum length for any single call Recommended: 600 seconds (10 minutes) for most business callsPrevents runaway costs from extremely long conversations
      Voice Provider & Selection:
      • Choose from PlayHT, ElevenLabs, or other supported providers Each provider offers different voice qualities and languages Select a professional, clear voice that matches your brand Test different voices with sample calls
    ⚙️ Advanced Vapi.ai Features:
    1. Conversation Controls:
      • Temperature (0-1): Controls AI creativity – use 0.3-0.7 for business calls
      • Max Tokens: Limits response length – prevents overly long AI responses
      Smart Conversation Features:
      • Emotion Detection: AI can detect anger, joy, frustration and adjust accordingly
      • Filler Injection: Adds “um”, “uh” for more natural conversations
      • Back Channeling: AI gives supportive responses during customer speech
      • End Call Function: AI can end calls when objectives are met
      • Dial Keypad Function: Enables touch-tone input during calls
    ✅ What Happens After Vapi.ai Setup:
    • Your AI assistant can handle voice calls with human-like conversationsFile upload and knowledge base creation becomes availableYou can start making test calls to verify everything worksCampaign system is ready for bulk automated calling
    Next Step: Once Vapi.ai is configured, you can upload files and create knowledge bases to make your AI assistant even smarter.
  • Knowledge Base Setup (Vapi.ai Only)
  • 📌 Important: Knowledge Base and File Upload functionality is currently available for Vapi.ai only.
  • Knowledge bases make your AI assistant incredibly smart by giving it access to your company’s information. When customers ask questions, your AI can provide accurate answers from your documents.🧠 Why Knowledge Bases Are Powerful:
    • Instant Expertise: AI can answer complex questions about your products/services immediately.
    • Consistent Information: Every caller gets the same accurate information.
    • Reduced Training: No need to train AI on every possible question
    • Always Updated: Upload new documents anytime to keep information current
    📚 What Documents Work Best:
    • Product Catalogs – Features, specifications, pricing,
    • FAQ Documents – Common questions and answers,
    • Service Information – How your services work, pricing, policies,
    • Company Policies – Terms, conditions, procedures,
    • Training Materials – Step-by-step guides, tutorials,
    • Contact Information – Office hours, locations, emergency contacts
    📁 Step 1: Upload Your FilesLocation: Navigate to SETUP > SETTINGS > Voice Call AI Agent > Vapi.ai Settings and find the Knowledge Base section.💾 Supported File Types & Tips:
    • Formats: PDF, DOC, DOCX, TXT, MD, CSV, JSON, XML, LOG, TSV, YAML
    • Size Limit: 300KB per file (keep documents focused and concise)
    • Best Practice: Split large documents into focused topics
    • Text Quality: Clean, well-structured text works best Click the “Upload File” button in the Vapi.ai settings Select your document file from your computer. Wait for processing – the file becomes available for knowledge base creation Repeat for all documents you want to include

    🏗️ Step 2: Create Knowledge BasesThink of this as creating “expert topics” for your AI assistant. Group related files into focused knowledge areas.
    1. Click “Create Knowledge Base” (appears after uploading files)Choose a Descriptive Name:
      • Examples: “Product Information”, “Pricing & Packages”, “Technical Support”Be specific – this helps you manage multiple knowledge bases
      Write a Clear Description:
      • Explain when the AI should use this knowledge baseExample: “Use this when customers ask about product features, specifications, or comparisons”
      Select Relevant Files:
      • Check all uploaded files that relate to this topicYou can use the same file in multiple knowledge bases
      Save the Knowledge Base – it’s now ready for use!

    🎯 Step 3: Assign Knowledge BasesNow tell your AI when to use each knowledge base:
    • Global Inbound Calls: All incoming calls can access these knowledge basesGlobal Outbound Calls: All campaign calls can use this informationSpecific Campaigns: Choose different knowledge bases for different campaign typesIndividual Manual Calls: Select knowledge bases for one-off calls
    💡 Pro Tips for Better Results:
    • Start Small: Create 1-2 focused knowledge bases firstTest Thoroughly: Make test calls to verify AI gives correct answersUpdate Regularly: Replace files when information changesBe Specific: Multiple focused knowledge bases work better than one large one
    🔧 Managing Your Knowledge Bases:
    • View All Knowledge Bases: See everything from the settings panel
    • Edit Existing: Update names, descriptions, or included files
    • Delete Unused: Remove outdated knowledge bases to keep things organized
    • Monitor Usage: Check call logs to see how often knowledge bases are used
  • Configuring Bland.ai (Alternative AI Provider)Bland.ai is an alternative AI voice platform. You only need to set up ONE AI provider – either Vapi.ai OR Bland.ai.⚠️ Note: Choose either Vapi.ai or Bland.ai, not both. Most users prefer Vapi.ai for its advanced features and knowledge base support.🚧 Feature Limitations with Bland.ai:
    • Knowledge Base & File Upload: Currently not supportedAutomated Campaigns: Campaign management not yet available (coming soon)Lead Qualification & Scoring: Advanced scoring features not supported yetFull Feature Access: Use Vapi.ai for complete functionality
    1. API Key: Get your API key from Bland.ai Dashboard Settings
    2. Phone Number Assignment: Select which phone number to use for both inbound and outbound calls. Choose from your existing phone numbers.
    3. Max Call Duration (minutes): Set the maximum call length in minutes
    4. Voice Selection: Choose from available voice options and custom voice clones
    5. Temperature (0-1): Controls randomness – 0 for deterministic, 1 for creative responses
    6. Basic Call Settings: Configure fundamental call behavior and AI instructions
    7. Tools Configuration: Set up additional integrations and functionality 
  • Campaign Management System (Vapi.ai Only)📌 Important: Automated Campaign functionality is currently available for Vapi.ai only.
    1. Accessing Campaigns: Click on AI Campaigns in the main sidebar menu to access the campaign dashboard.
    2. Campaign Dashboard: View all campaigns with real-time statistics including:
      • Total contacts in each campaignCalls completed, pending, and failedCampaign progress percentagesCampaign status (Draft, Running, Paused, Completed)

    3. Creating a New Campaign:
      1. Click “New Campaign” buttonEnter campaign name and descriptionUpload CSV file with contact information (download template provided)Configure AI settings:
        • Assistant prompt (custom instructions for this campaign)First message (opening greeting)Maximum call attempts per contactLead qualification settingsEvaluation prompts for call success scoring
        Select knowledge bases specific to this campaignChoose schedule type (immediate or scheduled)Launch the campaign

    4. Campaign Monitoring:
      • View real-time progress on the campaign dashboard with live statisticsAccess detailed campaign view with comprehensive timeline and metricsMonitor individual call attempts and outcomes with detailed call logsEnhanced progress tracking with visual progress bars and completion percentagesReal-time campaign statistics including success rates, call durations, and lead conversionComprehensive call logs table with filtering, sorting, and export capabilitiesExport campaign results and analytics for external reporting

    5. Campaign Controls:
      • Start/Resume: Begin or continue campaign execution
      • Pause: Temporarily halt campaign processing
      • Cancel: Stop campaign permanently
      • Delete: Remove campaign and all associated data
  • Lead Profile
    1. AI Call Logs Tab: Each lead profile now includes a dedicated “AI Call Logs” tab showing:
      • All calls made to this specific leadCall outcomes and transcriptsSuccess evaluations and scoresQuick access to make new calls

    2. Make AI Call Button: Prominently displayed on lead profiles for quick access to manual calling
    3. Call Status: Lead list now shows the last call status for each lead:
      • Customer ended call
      • Assistant ended call
      • No answer
      • Busy signal
      • Failed
  • Writing Effective AI InstructionsYour AI assistant is only as good as the instructions you provide. Well-crafted prompts are the key to successful campaigns and satisfied customers.🎯 Essential Elements of Great AI Instructions
    • Clear Objective: Define exactly what the AI should accomplish
    • Company Identity: Establish tone, personality, and brand voice
    • Conversation Flow: Guide how the AI should structure the call
    • Boundary Setting: Specify what the AI should and shouldn’t do
    1. Inbound Call Instructions: Configure how AI handles incoming calls
      • Professional Greeting: “You are a professional receptionist for [Company Name]. Always greet callers warmly and identify yourself.”
      • Information Gathering: “Ask for caller’s name, company, and reason for calling. Take detailed messages for unavailable staff.”
      • Knowledge Base Usage: “Use the company knowledge base to answer frequently asked questions about services, pricing, and policies.”
      • Escalation Rules: “For complex technical issues or urgent matters, offer to transfer to appropriate department or take detailed callback information.”
    2. Outbound Campaign Instructions: Customize AI behavior for cold calling
      • Opening Hook: “Introduce yourself and company, then immediately provide value or ask permission to continue.”
      • Pain Point Discovery: “Ask open-ended questions to understand their current challenges with [your solution area].”
      • Value Proposition: “Clearly explain how your solution addresses their specific pain points.”
      • Call to Action: “Guide conversation toward scheduling a demo, consultation, or next meeting.”
      • Objection Handling: “If they say ‘not interested,’ ask one clarifying question to understand why before gracefully ending.”
    3. Sample Templates:
  • “Sales Campaign Template:“You are Alex, a consultative sales representative for MarketingPro Agency. You’re calling small business owners to help them improve their digital marketing ROI. Start by asking about their current marketing challenges – don’t pitch immediately. Listen to their specific pain points, then explain how our marketing automation platform has helped similar businesses increase leads by 40% while reducing costs. Your goal is to schedule a 15-minute demo, not to close a sale on this call. If they express interest, use the scheduling link to book a demo. If they’re not ready, ask permission to follow up in 3 months and send helpful resources.”
  • Inbound Support Template:“You are Sarah, a friendly and professional customer service representative for TechCorp Solutions. Your role is to provide excellent customer support, answer questions about our software products, and help customers resolve issues. Always be patient, empathetic, and solution-focused. If you don’t know an answer, admit it and offer to connect them with someone who can help. Use the knowledge base to provide accurate information about our products, pricing, and policies. For technical issues beyond basic troubleshooting, offer to schedule a callback with our technical team.

  • Advanced Instruction Techniques:
    • Persona Development: Give your AI a name and personality for more natural conversations
    • Scenario Planning: Include instructions for common situations and objections
    • Compliance Guidelines: Include industry-specific regulations and do-not-call considerations
    • Data Collection: Specify exactly what information to gather and how to store it
    • Follow-up Actions: Define when and how AI should trigger next steps or alerts
    • Lead Qualification & Scoring (Vapi.ai Only)📌 Important: Advanced Lead Qualification features are currently available for Vapi.ai only.
    • Automatically qualify leads during conversations and prioritize follow-ups based on AI-powered scoring.
  • Qualification Criteria Setup:
    • Budget Qualification: “Ask about budget ranges without being too direct – ‘What’s typically allocated for this type of solution?'”
    • Authority Discovery: “Identify decision-makers – ‘Who else would be involved in evaluating this type of solution?'”
    • Need Assessment: “Uncover pain points and urgency – ‘What’s driving you to look for a solution now?'”
    • Timeline Identification: “Understand buying timeline – ‘When are you looking to have this implemented?'”

  • Best Practices & Tips
    1. Campaign Optimization:
      • Start with small test campaigns (50-100 contacts) before scaling
      • A/B test different AI prompts and first messages
      • Monitor success rates and adjust strategies accordingly
      • Use descriptive campaign names for easy management
    2. Knowledge Base Best Practices:
      • Keep documents concise and well-structured
      • Use clear, conversational language in your knowledge bases
      • Regularly update knowledge bases with new information
      • Test knowledge base responses with manual calls first
    3. AI Prompt Optimization:
      • Be specific about the call objective
      • Include your company’s tone and personality
      • Provide clear instructions for different scenarios
      • Test prompts with various lead types
    4. Performance Monitoring:
      • Review call transcripts regularly for quality improvement
      • Monitor success rates and adjust settings as needed
      • Use evaluation prompts to score call effectiveness
      • Export analytics for external reporting and analysis
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