How you ask for what you need
- A phone menu
- By listening to the whole tree and picking the option closest to what you actually need.
- A voice agent
- By saying it in one sentence. If something is missing to resolve it, the agent asks.
Integrations · Voice calls
Your phone line, answered by the agent.
A voice agent is an AI agent that talks on the phone: it listens, answers and acts inside the company systems while the call is happening. At Victoria it answers the inbound calls to your line, places the outbound ones your team or the agent itself triggers, and uses the same tools it already has in chat. When the call ends, it lands in the customer conversation with its duration, its summary and its transcript.
Victoria's line is a real way to reach us: call and let's talk it through.
Call in progressInbound
Mariana Sosa
Repuestos del Centro · customer since 2023
Handled by the voice agent
Martín R. is listening in from the CRM
- CustomerIs anything from my last order still pending?
- AgentYes: order 4821 has two items pending and they ship tomorrow.
Illustration with sample data. Not a product screenshot.
Voice agent
A conversation, not a phone menu.
A voicemail plays a message and a phone menu makes you press numbers until you reach someone. A voice agent holds the conversation: it understands what is being asked, looks it up in your system and does something about it before hanging up.
It listens and answers live
The conversation goes both ways, with no keypad options and no chain of transfers. The customer asks about their order and the agent answers about that order, with the data your system returns.
It runs on the same tools as the chat
On the phone it loads the same setup as the agent that answers in writing: same instructions, same data, same enabled functions. Whatever it can resolve by typing, it resolves by talking.
The call ends inside the CRM
There is no separate phone system for someone to check later. The call is tied to the customer by their number and stays on the same timeline as their messages.
Voice is one more channel in the inbox: the customer who called yesterday and writes on WhatsApp today is still a single thread, with a single history.
See the omnichannel inboxAn inbound call
What happens when the phone rings.
The same path for every inbound call, with a single decision in the middle: if the caller already has a rep assigned, the call rings for that person first.
- 01
The call comes in
The calling number is matched against your customer base. If it is already there, the call is tied to their record and their history before anyone picks up.
- 02
It rings for the rep
If that customer has a rep assigned, the call rings for that person inside the CRM. If there is no owner yet, this step does not happen.
- 03
The agent picks up
When nobody on the team takes it, the voice agent answers. If the customer had no owner, it answers from the start: it greets as soon as the call is picked up.
- 04
It resolves out loud
It queries your system and executes whatever it has enabled: answer about an order, quote, take the order, send the payment link, book an appointment or leave the opportunity logged.
- 05
It gets logged
Once it hangs up, the call shows in the customer conversation with its duration, its summary and its transcript. The team reads it without having been there.
Optional and set per company: inbound calls can ring only on the computers that have a microphone and audio output connected and are free, instead of ringing for everyone.
See appointmentsBoth directions
The line works both ways.
Most enquiries come in, but the phone also works for going out: a follow-up that went cold, a heads-up, a payment that never arrived.
Inbound
When the customer calls
- After hours — the call is still answered, it does not end up as a missed call
- At peak times — several conversations in parallel: the line is not busy just because someone else is already talking
- The usual questions — order status, price, stock, address, opening hours
- When a person is needed — the rep joins the same call, without the customer dialling again
Outbound
When the call goes out
- From the CRM — the rep calls in one click from the record, without dialling on a phone
- Triggered by the agent — the agent itself can place a call to a customer when the conversation calls for it
- Follow-ups and heads-ups — confirm a delivery, revive a stalled quote, remind a due date
- Same record — the outbound call lands in the customer thread just like the inbound one
Beyond the phone line, the agent also answers WhatsApp voice calls, and those are logged in the same thread as that customer messages.
See automated collectionsOutbound calls
Calling out, without dialling a number.
The least used half of the channel is the one that shows up most in collections and follow-ups. Who triggers the call decides who does the talking.
Who talks depends on who triggers it
The one the team triggers is spoken by a person: the rep is already on the call when the customer picks up. The one the agent triggers is spoken by the agent. Same line, two different uses.
It goes out having read the conversation
When the agent starts the call, it starts with a summary of that customer’s last messages loaded. It does not ask them to repeat what they already wrote on WhatsApp.
From the company number
The call goes out from the company line connected to the platform, not from the rep’s mobile. The customer always sees the same number, and the rep does not expose theirs.
If nobody picks up, it is known
A call that ends without anyone speaking is logged as missed and the lead owner gets the alert. That same event can kick off an automated workflow.
Outbound needs the same connected line as inbound: it is not a separate channel and it is not priced separately.
The CRM where every call landsAfter hanging up
The call ends up in writing.
The team does not depend on whoever picked up remembering it and passing it on. The call enters the customer conversation as one more item, right next to the messages.
- Duration and who handled it — the agent, someone on the team, or both, when the rep joined halfway through.
- A summary of the call — what the customer asked for and where it was left, on the same timeline as their messages.
- The full transcript — to read word for word what was said when the summary is not enough.
- How it ended — whether the agent resolved it, a person stepped in halfway, or nobody picked up.
- What was left to do — the appointment, the opportunity or the follow-up the agent executed out loud is filed and signed, not left in the memory of whoever answered.
- All tied to the customer — next time they write, on whatever channel, the context is already loaded.
Call history follows CRM permissions: whoever only sees their own leads only sees the calls of their leads.
Mariana SosaOne thread per customer
Inbound call · 4 min 07 s
Handled by the voice agent · Martín R. joined at 2 min
Summary
Asked about the two pending items on order 4821. Shipping was confirmed for tomorrow and the tracking number was given. Asked for a quote on 4 more filters.
Transcript
- Customer: Is anything still pending?
- Agent: Yes, order 4821 has two items pending…
AgentHere is the quote for the 4 filters.
Illustration with sample data. Not a product screenshot.
People and agent
The team steps in whenever it wants.
The agent answering does not leave the team out of the call. While the conversation is happening, from the CRM, a person can listen in, speak, or take the whole call over.
Listen in live
The rep opens the live call and hears both voices without the customer noticing. Useful to decide whether to step in, and to shadow someone who is just starting.
Take over the mic
When they decide to step in, they speak and their voice goes out on the same call. The customer does not hang up, does not dial again and does not repeat what they already said.
Mute the agent, or bring it back
The AI is muted so it does not talk over the person, and it can be brought back later in the same call. The call is also ended from the CRM.
Pass it to someone else on the team
The rep picks who the call goes to and that person accepts it from the CRM. It is on the record who transferred it, to whom, and whether they accepted.
The customer gets assigned
As soon as someone on the team speaks on a call, that customer becomes theirs. There is no manual step for the follow-up to depend on.
It is on the record which people on your team took part in the call, not just that a call happened.
See rep alertsScope and control
What to know before turning it on.
Voice comes with conditions that chat does not have. They go here, on the page, and not after the contract is signed.
You need a connected line
The voice channel runs on telephony: a number has to be connected to the platform for inbound and outbound calls to exist at all. What happens with the line you use today is defined during implementation, along with the rest of the connections.
It is priced by the minute
Call volume is one of the factors in the price, along with active agents, interactions and enabled modules. Inbound and outbound are measured in minutes: an operation with a lot of phone traffic does not cost the same as one with little.
Handover needs someone there
Passing the call to a person does not solve itself: somebody on the team has to be available to take it. If nobody is, the agent carries on with the call and leaves the record so it can be picked up later.
It does what it has enabled
What the agent can do depends on the plan, the industry and the integrations in place: not every function is active for every company. On the phone it executes exactly what it executes in chat, no more and no less.
The scope of the agent on voice is defined during discovery and written down, just like on every other channel.
See how it is implementedFrequently asked questions
What we get asked every time.
You decide. If the caller already has a rep assigned, the call rings for that person inside the CRM first; if they do not take it, the agent answers. If the customer has no owner yet, the agent answers from the start. You can also set inbound calls to ring only on the computers that are free and have a microphone connected.
Yes. From the CRM you open the live call and hear both voices without the customer noticing. From there the rep can take over the mic, mute the agent so it does not talk over them, or end the call.
Both. The team places the call from the CRM without dialling on a phone, and the agent itself can start an outbound call to a customer when the conversation calls for it: a follow-up, a delivery notice, an overdue payment.
If the appointments module is on, yes: the agent books, reschedules and confirms appointments out loud, because on the phone it uses the same tools it has in chat. The same goes for quoting, taking an order or charging.
They are logged as missed on that customer’s record and the lead owner gets the alert with the number that called. It is also a trigger for automated workflows: from there the call can be returned, a WhatsApp sent or a reminder created, without anyone having to go through the history to notice.
There is no standalone rate: call volume comes in as one of the factors of the monthly subscription, along with active agents, interactions and enabled modules. It is estimated with your real call volume during the discovery meeting.
Keep exploring
Voice does not travel alone.
Next step
Add the phone to what the agent already handles.
In 30 minutes we go over how many calls come in today, which ones are being missed and what the agent should resolve without going through a person.
We reply within one business day.