Voice Agents

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Overview

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Prompt Settings

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Prompt

• ⚠️ Words will be spoken aloud – Avoid complex symbols, unusual punctuation, or hard-to-pronounce terms
• 🗣️ Write for speech – Use “twenty-five” instead of “25” for natural-sounding responses
• 📝 Keep it conversational – The agent should sound human, not like it’s reading a script

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First Message

"Outbox AI, Jacob speaking—how can I help?"

"Thanks for calling Elite Fitness! This is Sarah. What can I do for you today?"

"Hi {{first_name}}, this is Sarah from Elite Fitness. I'm calling about your inquiry. Do you have a quick minute?"

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Tools

Custom URL

Call external services via Zapier, Make, or any webhook.Configuration:

1. Enter your webhook URL
2. Supply authentication headers if required
3. Map variables from the conversation
4. Define what data to return

Use Cases:

• Send lead data to your CRM
• Check inventory or pricing in real-time
• Trigger Zapier workflows
• Update external databases
• Verify customer information

Tool Library

Quick plug-ins for common tasks—no coding required.Available Tools:Cal.com Integration:

• Get Free Slots – Fetch available appointment times
• Book Appointment – Schedule meetings directly
• Cancel/Reschedule – Modify existing bookings

GoHighLevel Integration:

• Get Free Slots – Check calendar availability
• Book Appointment – Schedule calls automatically
• Find Or Create Contact – Manage contact records
• Send SMS – Follow up via text after the call

Popular Tools:

• Book AI Callback – Schedule the agent to call back later
• Get Current Time – Reference accurate time/date info
• Send SendGrid Email – Email confirmations or follow-ups
• Send Twilio SMS – Text messages during or after calls
• Solar Savings (US Only) – Calculate solar savings on the fly

The tool library is constantly expanding. Check back regularly for new integrations!

Book Appointment

Choose a calendar and let the agent schedule appointments directly during the call.Currently Supported:

• ✅ GoHighLevel calendars
• ✅ Cal.com

Coming Soon:

• 🔜 HubSpot
• 🔜 Salesforce

What the Agent Can Do:

• Check real-time availability
• Offer multiple time slots
• Book the appointment on the call
• Confirm details before finalizing
• Send automatic confirmation messages

Transfer Tool

Transfer calls to live representatives with customizable destinations and transfer types.Configuration:

1. Add multiple transfer destinations (phone numbers)
2. Configure when to use each destination
3. Set transfer type and messaging
4. Customize what the agent says during transfer

Adding Transfer Destinations:

Transfer Destinations:Each destination can be customized with:

• Description – When to use this transfer destination
• Phone Number – E.164 format (e.g., +61412345678)
• Transfer Message – What the agent says before transferring
• Transfer Type – Choose from four options:

Transfer Types:

Blind Transfer

Simple transfer – Agent transfers the call immediately without any introduction.

• ✅ Fastest transfer method
• ✅ No additional setup required
• ❌ Recipient has no context about the call

Warm Transfer with Summary

Intelligent transfer – Agent provides a summary of the conversation to the recipient.

• ✅ Recipient knows what was discussed
• ✅ Seamless handoff experience
• ✅ Reduces repetition for the customer

Warm Transfer with Message

Custom transfer – Agent delivers a specific message to the recipient before connecting.

• ✅ Fully customizable introduction
• ✅ Can include specific instructions
• ✅ Perfect for specialized departments

Warm Transfer with Agent

Concierge transfer – Agent calls the destination first, shares context, and asks if they want the call.

• ✅ Ensures the recipient is available before connecting
• ✅ Lets the agent recap the conversation in real time
• ✅ Protects callers from being routed to unprepared recipients; agent ends the call gracefully if declined

Example Setup:

Copy

Ask AI

Destination 1: Sales Team
- Description: "When caller is ready to purchase or has pricing questions"
- Message: "Let me connect you with our sales team who can help with pricing and next steps."
- Transfer Type: Warm Transfer with Summary

Destination 2: Technical Support
- Description: "When caller has technical issues or needs troubleshooting"
- Message: "I'll transfer you to our technical support team who specializes in these issues."
- Transfer Type: Warm Transfer with Message: "Customer needs help with [specific issue]"

Destination 3: On-Call Manager
- Description: "Escalations that need manager approval"
- Message: "I have a caller with an urgent escalation. Are you free to take it?"
- Transfer Type: Warm Transfer with Agent

Use Cases:

• Route qualified leads to sales team
• Transfer technical questions to support
• Escalate complaints to management
• Connect VIP customers to dedicated reps
• Route by department or expertise

Pro Tip: Use conditional logic in your prompt to determine which destination to use based on the caller’s needs or responses.

MCP Server

Connect to Model Context Protocol (MCP) servers for advanced integrations with thousands of apps and services.Two Setup Options:When you choose the MCP Server tool type, you’ll be prompted with two options:Option 1: Custom MCP Server
Connect to your own custom MCP server (like Zapier MCP). Perfect for advanced users who want full control over their integrations.Option 2: Preset MCP Applications
Choose from our curated list of preset MCP application servers. Quick setup with popular applications like Gmail, Google Sheets, Slack, and more.Using Preset MCP Applications:

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1. Select an Application

Choose an application from the preset MCP Application list (e.g., Gmail, Google Sheets, Slack, HubSpot, Salesforce, Airtable).

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2. Authenticate Your Account

Connect and authenticate your account with the selected application. Outbox AI will guide you through the OAuth flow.

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3. Choose Specific Tools

Select which specific tools from the application you want your agent to have access to. You have granular control over permissions.Example: For Gmail, you can give your agent access to:

• ✅ Create draft emails
• ❌ Send emails
• ❌ Read emails

This allows you to control exactly what actions your agent can perform during calls.

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4. Agent Can Use Tools

Once configured, your agent can perform the selected tasks through the MCP server during live calls.

Using Custom MCP Server (Zapier):

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1. Visit Zapier MCP

Go to mcp.zapier.com and sign in with your Zapier account.

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2. Create New MCP Server

Click “Create New MCP Server” and select “Other” as the MCP Client type.

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3. Add Tools from 8,000+ Apps

Browse and select tools from Zapier’s extensive app library. Popular options include:

• Google Sheets – Search, create, and update spreadsheets
• Gmail – Send emails and manage inbox
• Slack – Send messages and create channels
• HubSpot – Manage contacts and deals
• Salesforce – Update records and create tasks
• Airtable – Query and update databases

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4. Connect Your Apps

Authenticate with the apps you want to use. Zapier will guide you through OAuth flows for each service.

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5. Get Server URL

Once configured, click “Connect” and copy the MCP server URL.

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6. Add to Outbox AI

Select “Custom MCP Server” and paste the server URL into the MCP Server field in your voice agent settings.

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7. Select Specific Tools

Choose which tools from your MCP server to make available to your voice agent.

Example Use Cases:

Google Sheets Integration

Search customer data during calls:

• Look up customer information from spreadsheets
• Update appointment bookings in real-time
• Track call outcomes and lead quality

CRM Integration

Update customer records:

• Create new contacts during calls
• Update deal stages based on conversation
• Add call notes and follow-up tasks

Communication Tools

Send follow-up messages:

• Email appointment confirmations
• Send Slack notifications to team
• Create tasks in project management tools

Advanced Features:

• Real-time Data Access – Query live data during calls
• Multi-app Workflows – Chain actions across different services
• Custom Authentication – Secure access to your business tools
• Error Handling – Graceful fallbacks when tools fail

Pro Tip: Start with 2-3 essential tools and gradually add more as you become comfortable with MCP integration. Too many tools can slow down response times.

MCP servers provide a standardized way for AI agents to interact with external tools and data sources during live calls. With preset MCP applications, you can quickly connect popular services with granular tool selection. For advanced integrations, custom MCP servers like Zapier give you access to 8,000+ apps without custom development.

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Voice & Model Options

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Language Selection

• English (US) – American English accent
• Spanish – Spanish language
• French – French language
• Bulgarian – Bulgarian language
• Catalan – Catalan language
• Czech – Czech language
• Danish – Danish language
• German – German language
• Greek – Greek language
• Estonian – Estonian language
• Finnish – Finnish language
• Hindi – Hindi language
• Hungarian – Hungarian language
• Indonesian – Indonesian language
• Italian – Italian language
• Japanese – Japanese language
• Korean – Korean language
• Lithuanian – Lithuanian language
• Latvian – Latvian language
• Malay – Malay language
• Multilingual – Multiple languages support
• Dutch – Dutch language
• Norwegian – Norwegian language
• Polish – Polish language
• Portuguese – Portuguese language
• Romanian – Romanian language
• Russian – Russian language
• Slovak – Slovak language
• Swedish – Swedish language
• Tamil – Tamil language
• Tamazight – Tamazight language
• Thai – Thai language
• Turkish – Turkish language
• Ukrainian – Ukrainian language
• Vietnamese – Vietnamese language
• Chinese – Chinese language
• Chinese (China) – Chinese (China) language
• Chinese (Simplified) – Chinese (Simplified) language
• Chinese (Traditional) – Chinese (Traditional) language
• Chinese (Taiwan) – Chinese (Taiwan) language

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Voice Selection

• Multiple accents – US, UK, Australian, Indian, and more
• Diverse genders – Male, female, and neutral voices
• Age ranges – Young, middle-aged, and mature voices
• Tones – Professional, casual, energetic, empathetic, and more

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Model Selection

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Model Configuration

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Voice Settings

• Eleven Turbo v2 – Fast, high-quality voice synthesis
• Eleven Turbo v2.5 – Enhanced version with improved speed and quality
• Eleven Multilingual v1 – Supports multiple languages
• Eleven Multilingual v2 – Updated multilingual model with enhanced language support
• Eleven English v1 – Optimized for English language synthesis

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Background Sound

• Office – General office sounds (keyboard typing, subtle background chatter)
• Lounge – General lounge sounds (subtle café/waiting room ambience)
• Custom Upload – Bring your own ambience by uploading an MP3 file (loops automatically once processed)
• Mute – No background sound (clean audio only)

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Knowledge Base

File Upload

Drop files directly into the knowledge base—the agent will read and understand them.Supported Formats:

• 📄 PDFs
• 📝 Word documents (.docx, .doc)
• 📊 CSV files
• 📋 Plain-text files (.txt)
• 🔤 Markdown files (.md)

Best for:

• Product manuals
• Company policies
• FAQs
• Pricing sheets
• Training materials

Website Scrape

Paste any URL and Outbox AI will scrape the entire site into clean, AI-readable Markdown.Powered by Firescraper – Advanced scraping technology that handles:

• JavaScript-rendered content
• Multi-page sites
• Dynamic content
• Complex site structures

Best for:

• Company websites
• Product documentation
• Help centers
• Blog content
• Knowledge base articles

The scraper will follow links and capture the entire site structure, not just a single page!

Plain Text

Paste raw text directly into the knowledge base.

Best for:

• Custom instructions
• Quick reference information
• Company values and mission
• Temporary information
• Testing and prototyping

You can combine all three methods! Add files, scrape websites, and paste text for maximum coverage.

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Advanced Settings

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Time Zone

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HIPAA Compliance

• ❌ No call recordings are stored
• ❌ No transcriptions are saved
• ❌ No logs are kept
• ✅ Only basic call metadata (duration, status) is retained

• Healthcare providers
• Legal firms
• Financial services
• Any regulated industry requiring data protection

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Forwarding Number

1. Agent qualifies the lead during the call
2. Agent says: “Great! Let me connect you with one of our specialists.”
3. Call is transferred to the forwarding number
4. Live rep picks up and continues the conversation

• Hot leads ready to buy
• Technical questions beyond the agent’s scope
• VIP customers requesting personal service
• Emergency or urgent situations

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Key Terms

Outbox Mandurah Fremantle Joondalup CrossFit Pilates HIIT

Burleigh Currumbin Coolangatta Broadbeach Robina

• Business names (especially unique spellings)
• Suburb and location names
• Product names and brands
• Industry-specific terminology
• Uncommon proper nouns

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Voicemail Message

"Hi {{first_name}}, this is Sarah from Elite Fitness. I was just calling to follow up on your inquiry about our membership. Give us a call back at 08 1234 5678, or I'll try you again later. Have a great day!"

• ✅ Keep it under 15 seconds
• ✅ Include your callback number
• ✅ Give a reason for the call
• ✅ Sound natural and friendly
• ❌ Don’t oversell or sound desperate

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End Call Message

"Thanks for your time today! You'll receive a confirmation email shortly. Have a great day!"

"Perfect! We'll see you on Tuesday at 3pm. Looking forward to it!"

"No worries at all. Feel free to call us back if you change your mind. Take care!"

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Unqualified Prompt

Mark the call as unqualified if any of the following are true:
- The caller is a renter (we only work with homeowners)
- The caller is over 75 years old
- The caller is not the decision-maker
- The property is commercial (we only do residential)

• Automatically remove unqualified leads from sequences
• Trigger different follow-up workflows
• Tag contacts for future remarketing
• Keep your pipeline clean and focused

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Summary Prompt

Summarize this call in 2-3 sentences. Include:
- The caller's main question or goal
- Whether an appointment was booked (and when)
- Any objections or concerns mentioned
- Next steps

Format it in plain English, suitable for a sales rep to read quickly.

• Bullet points for easy scanning
• Include specific fields for your CRM
• Highlight key selling points mentioned
• Note urgency level or buying intent

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Scoring Prompt

Rate how successful this call was from 0-100. 0 means a true failure: caller was upset/angry, tools malfunctioned, or a serious error occurred.
100 means a perfect outcome: caller was engaged, happy, and all tools worked correctly.
50 means a neutral/middle call where some interaction happened but nothing notable was achieved.
If the call was very short (1-5 seconds), unanswered, or had no meaningful interaction, do NOT score it as 0. Instead, treat it as a neutral/no-outcome call (e.g., 30-40).
Consider caller engagement, tool success, and overall outcome when assigning the score.

• Route high-scoring leads to sales immediately
• Add low-scoring leads to nurture campaigns
• Track conversion rates by score range
• Optimize agent performance over time

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Webhook URL

{
  "id": "thread-uuid",
  "status": "did-succeed",
  "summary": "Caller wanted to book an appointment for teeth cleaning. Successfully scheduled for Tuesday at 3pm. Caller was friendly and confirmed contact details.",
  "agent": {
    "id": "agent-uuid",
    "name": "Dental Receptionist",
    "phone_number": "+61412345678"
  },
  "direction": "outbound",
  "duration": 142,
  "user": {
    "name": "John Smith",
    "phone_number": "+61498765432",
    "external_id": "ghl-contact-123"
  },
  "transcript": "Full conversation transcript here..."
}

• id – Unique thread identifier
• status – Call outcome (did-succeed, did-not-answer, error, etc.)
• summary – AI-generated summary of the call
• agent.id – The agent’s unique ID
• agent.name – The agent’s name
• agent.phone_number – The number the agent called from
• direction – “inbound” or “outbound”
• duration – Call length in seconds
• user.name – Contact’s full name
• user.phone_number – Contact’s phone number
• user.external_id – Contact’s ID in your CRM (e.g., GoHighLevel contact ID)
• transcript – Complete conversation transcript

• Send data to Zapier or Make
• Update your CRM with call results
• Trigger follow-up automations based on status
• Log analytics in custom dashboards
• Route hot leads to sales teams
• Create tasks for follow-ups

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Recording Consent Message

"Just so you know, this call may be recorded for quality and training purposes."

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Log to CRM

• ✅ Full transcript is added to the contact record in GoHighLevel
• ✅ Audio recording link is attached
• ✅ Call summary appears in the timeline
• ✅ Score and status are logged

• HIPAA compliance is required
• Calls are purely transactional (confirmations, reminders)
• You’re doing high-volume testing

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Testing & Deployment

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Test Your Agent

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Option 1: Test via Web Call

• Opens a web-based call interface in your browser
• No phone number required
• Instant feedback on prompt behavior
• Perfect for rapid iteration and quick tests

• Quick prompt testing and adjustments
• Checking tool integrations
• Verifying voice and tone
• Debugging conversation flows
• Fast iteration during development

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Option 2: Test via Phone Call

• ✅ Experience exactly what customers hear
• ✅ Test call quality and audio levels
• ✅ Check latency and response times in real-world conditions
• ✅ Verify transcription accuracy
• ✅ Ensure tools work end-to-end
• ✅ Test caller ID display
• ✅ Validate voicemail detection

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Link Numbers

1. Add new phone numbers
2. Assign numbers to specific agents

• Dedicated support line for customer service agent
• Separate numbers for different campaigns

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Share Button

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Web Call Page

• Internal demos to your team
• Client presentations
• Training new staff
• Quick testing without using phone credits

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Phone Call Page

• Website “Call Me Back” buttons
• Sales demos for prospects
• Trade show displays
• Email campaigns (“Click to speak with us”)

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Monitor Results

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Conversations

• 📝 Full transcript of the conversation
• 🎧 Audio recording playback
• ⏱️ Call duration and timestamps
• 💰 Cost per call
• 📊 Call score (0-100)
• ✅ Status (completed, unqualified, forwarded, etc.)
• 🏷️ Summary and notes

• Review successful calls for training
• Identify what’s working well
• Spot patterns in customer questions
• Improve your prompt based on real conversations

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Call Logs

• All outbound call attempts
• Inbound calls (answered and missed)
• Voicemails detected
• Failed calls (wrong number, carrier issues, etc.)
• No-answer scenarios

• ✅ Completed – Call connected and finished successfully
• 📞 Forwarded – Call transferred to a human
• 📧 Voicemail – Agent left a message
• ❌ Error – Technical failure
• ⏭️ No Answer – Contact didn’t pick up
• 🚫 Unqualified – Prospect didn’t meet criteria

• Track call success rates
• Identify problematic phone numbers
• Monitor voicemail detection accuracy
• Spot systematic errors or issues

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Call Queue

• ⏳ All concurrent call slots are full
• 📅 Call is scheduled for a future time (callbacks)
• 💳 Wallet balance is too low to place the call
• 🔄 Retry attempts are pending

• ▶️ Resume – Process queued calls immediately
• ⏸️ Pause – Hold calls in queue without processing
• ❌ Cancel – Remove calls from queue entirely

• See how many calls are waiting
• Identify why calls are queued
• Prioritize urgent callbacks
• Top up credits if needed

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Best Practices

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Troubleshooting

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Next Steps