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A voice agent for inbound calls

The agent picks up, answers following your scenario and collects details for a manager. The lead with the recording and transcript appears in the dashboard right after the call.

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Listen to an agent call

Press the sphere. The transcript highlights in step with the speech, and the lead card fills in as soon as the caller gives the details.

Inbound call · Linia Kitchens

Eva, voice agent 00:00 / 00:54 +7 916 *** 45 12

Lead fields 5 of 5
Eva · 72% of speech Caller · 28% of speech Pause before reply 0.5 s

Transcript

  1. Eva

    Linia Kitchens, hello! My name is Eva, I'm a virtual assistant. How can I help you?

    Студия кухонь «Линия», здравствуйте! Меня зовут Ева, я виртуальный помощник. Чем могу помочь?

  2. Caller

    Good afternoon. I'd like to order a kitchen, I need someone to take measurements.

    Добрый день. Хочу заказать кухню, нужен замер.

  3. Eva

    I'll gladly book a measurement visit. What's your name?

    С удовольствием запишу вас на замер. Как к вам обращаться?

  4. Caller

    Mikhail.

    Михаил.

  5. Eva

    Mikhail, what kind of kitchen is it: straight or L-shaped, and roughly how long?

    Михаил, какая у вас кухня: прямая или угловая, и какой примерно длины?

  6. Caller

    L-shaped, about three twenty by two metres.

    Угловая, где-то три двадцать на два метра.

  7. Eva

    Got it: L-shaped, three twenty by two. The measurement visit is free. What's the address?

    Записала: угловая, три двадцать на два. Замерщик приезжает бесплатно. По какому адресу квартира?

  8. Caller

    Leninsky Avenue, building forty-two.

    Ленинский проспект, дом сорок два.

  9. Eva

    When would suit you? We have slots on Thursday and Saturday.

    Когда вам удобно принять замерщика? Есть окна в четверг и в субботу.

  10. Caller

    Saturday, please, preferably before lunch.

    Давайте в субботу, лучше до обеда.

  11. Eva

    Saturday, ten to twelve. Is the number you're calling from fine to reach you?

    Суббота, с десяти до двенадцати. Номер, с которого вы звоните, подойдёт для связи?

  12. Caller

    Yes, this one.

    Да, этот.

  13. Eva

    Great, Mikhail. A manager will call on Friday to confirm the time. Have a nice day!

    Отлично, Михаил. Менеджер позвонит в пятницу и подтвердит время. Хорошего дня!

  14. Caller

    Thanks, goodbye.

    Спасибо, до свидания.

Press play to listen

Lead card Filled in during the call
Name
Mikhail
Request
Custom kitchen, L-shaped 3.2 × 2 m
Visit address
42 Leninsky Avenue
Visit time
Saturday, 10:00 to 12:00
Phone
+7 916 *** 45 12
lead.created webhook sent to the CRM

Example: Linia Kitchens, a made-up kitchen studio. The call is in Russian with an English translation; the voices are synthetic.

How a call goes

  1. Greeting

    The agent picks up and says the first line you set. The greeting and service phrases are pre-recorded and play with no pause.

  2. Conversation

    The agent follows the scenario and stays on topic. If the caller interrupts, the agent stops mid-sentence and listens.

  3. Collecting fields

    The agent asks one question at a time and fills the fields you defined: name, request, address, preferred time.

  4. Lead and webhook

    After the call, the lead with the recording, transcript and outcome appears in the dashboard, and call.completed and lead.created events go to your CRM.

Voice agent settings: greeting, instructions, topic boundaries and fields to collect
The scenario, voice and fields live in the agent card. Every edit is kept in the version history.

What remains after the call

Agent call card: player, transcript by speaker and collected data
Call card: seekable recording, transcript by speaker and the call outcome.
Lead card created by the voice agent with fields from the call
Lead card: fields from the call, source and timeline.

Agent capabilities

Two conversation engines
Gemini Live listens and speaks over one connection. The alternative: speech recognition, a language model and speech synthesis as separate services.
Barge-in
The agent cuts its sentence when the caller starts speaking. The transcript keeps exactly what the caller heard.
Role hijack protection
Caller turns never get into the agent's instructions. Three layers of checks stop attempts to change the role or extract the prompt.
Topic boundaries
Off-topic questions are politely steered back so the call stays on track.
Version history
Every scenario edit is kept. Each call shows which prompt version handled it.
A number per agent
Each agent gets its own inbound number, and calls are routed by number.

Voice agent FAQ

What number does the agent need?

The number is connected to Asterisk through your SIP provider. Each agent gets its own inbound number, and the Phonix team does the setup.

Can agent calls be scored against a script?

Yes. An agent call is reviewed with the same checklist as manager calls, using the "Score against script" button in the call card.

What if the agent does not know the answer?

The scenario defines this. Usually the agent doesn't state anything missing from its instructions and promises that a manager will call back with details.

Where can I listen to the recordings?

In the call card in the dashboard: a seekable player, the transcript by speaker and the collected fields. Recordings are served via a signed link.