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Learn what the AI Voice Agent does on a call, how it’s organized in Agent Studio, and how calls reach it.
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.

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What the AI Voice Agent does

The AI Voice Agent answers inbound phone calls and holds a spoken conversation with the caller. It works out why the person is calling, asks a qualifying question where needed, and then takes the action you’ve chosen for that kind of caller: giving information, transferring the call, recording a callback request, or ending the call. Along the way it collects the details you’ve asked for and can fire a Signal so the outcome appears in your reports. You set up the agent in Agent Studio before any calls arrive. Changes you make are saved to a draft and reach callers only after you select Go Live.

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How an agent is organized

Each call moves through the same layers of your configuration:
  1. Agent: the agent’s name, the brand it speaks for, the rules it follows on every call, and the knowledge it can draw on.
  2. Workflow: how the agent behaves on one channel. A voice agent has a Voice workflow.
  3. Intent: the reason for the call, such as Sales Inquiry or Need Support. The agent matches each caller to an intent using the description you write.
  4. Qualify: one question that sorts callers within an intent, for example “Is this about your bill, a technical issue, or something else with your account?”
  5. Segment: the kind of caller, decided by their answer to the Qualify question.
  6. Action: what the agent does for that segment.
Actions, supporting features, and key terms are covered in AI Voice Agent Capabilities and Key Terms.

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How calls reach the agent

You connect the agent to calls through your Invoca campaigns. The Details tab of the Voice workflow lists the campaigns and forms that send calls to it under Triggered by, with a link to Campaigns. If none are listed, no calls reach the agent. The agent’s hours of operation are inherited from your Invoca interactive voice response (IVR) settings. The Details tab shows them, but you change them in the IVR settings. A typical call goes like this:
  1. A caller dials a number from a campaign that triggers the agent’s Voice workflow.
  2. The agent speaks your Custom Greeting, or the default greeting if you haven’t written one.
  3. The agent matches the caller to an intent and, where the intent has one, asks the Qualify question.
  4. The agent takes the action set for the caller’s segment and collects the details you asked for.
  5. When the action completes, any Signal attached to it fires. You can open the call in the Interactions Report to read the transcript and see the Signals.
Last modified on October 20, 2026