AI Voice Agent Capabilities and Key Terms

See what the AI Voice Agent can do during a call, review the terms used in Agent Studio, and learn how the agent relates to the AI Messaging Agent.

Note: The AI Voice Agent is part of Invoca’s AI Agents and may need to be enabled on your account. If you don’t see Agent Studio in the left menu, contact your account team. The AI Voice Agent is currently unavailable to customers in the UK.

Before you begin

Read AI Voice Agent Overview first. It explains how an agent is organized into workflows, intents, segments, and actions.

What the agent can do during a call

For each segment, you choose one of these actions:

Action	What happens
Qualify	Asks one question and sorts the caller into a segment. It doesn’t transfer or end the call.
Inform	Gives the caller information, with no transfer.
Inform & Route	Answers the caller’s question, then transfers them to the phone number you set.
Request Callback	Collects the caller’s number, preferred time window, and reason, and saves them to the call record. The agent doesn’t place the call; a person or your outbound team follows up.
Support & Escalate	Tries to resolve the caller’s issue using your knowledge sources. If it can’t, it transfers to the phone number you set.
End Call	Speaks a closing line, then hangs up.

On every call, the agent can also:

Answer questions from your Knowledge Sources. This is a default action and is always on.
Use what Invoca knows about the caller’s web journey, such as the last page they visited, when Utilize Digital Journey Context in Conversations is turned on.
Collect details from the caller into the info fields you choose under What To Collect. Captured fields can be sent to other systems through integrations or custom webhooks.
Fire the Signal you attach to an action when that action completes, so the outcome appears in your reports.

Key terms

Term	What it means
Agent Studio	The area of Invoca where you build and manage AI agents.
Agent Name	An internal name for the agent, used in your agent list and campaign setup. Callers don’t hear it.
Brand Name	The name the agent uses for itself and your company during calls.
Brand Conversation Rules	One-line rules the agent follows on every call, such as required disclosures or topics to avoid.
Workflow	How the agent behaves on one channel. The Voice workflow holds the intents, segments, and actions.
Intent	A reason for calling, described in plain language so the agent can recognize it.
Qualify	An action that asks one question to sort callers into segments.
Segment	A group of callers within an intent, defined by their answer to the Qualify question.
Action	What the agent does for a segment.
What To Collect	The info fields the agent asks for and saves on the call.
Signal	An outcome tag that fires when an action completes.
Knowledge Sources	Web links and documents the agent can use to answer questions.
Preview Chat	Starts a live test call to the draft version of your agent.
Draft and Go Live	Your changes stay in the draft until you select Go Live, which pushes them to production.

How the AI Voice Agent relates to the AI Messaging Agent

The AI Voice Agent handles live phone conversations, and the AI Messaging Agent handles text conversations. The AI Voice Agent can use the same AI framework as your AI Messaging Agent, so you can reuse the same training data, conversation patterns, and conversion workflows.

Getting Started

Implementation & The Invoca Tag

Campaign & Call Handling

AI, Signals, & Conversation Intelligence

AI Messaging & Voice Agents

Insights & Analytics

Dashboards & Reporting

Integrations

Marketing Data Fields

Troubleshooting & FAQ

Performance Marketing

Resources

AI Voice Agent Capabilities and Key Terms

Before you begin

What the agent can do during a call

Key terms

How the AI Voice Agent relates to the AI Messaging Agent

​Before you begin

​What the agent can do during a call

​Key terms

​How the AI Voice Agent relates to the AI Messaging Agent

Before you begin

What the agent can do during a call

Key terms

How the AI Voice Agent relates to the AI Messaging Agent