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Design the intents and Qualify questions, choose an action for each segment, set the voice and greeting, then test and go live.
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.

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Before you begin

You need an agent with its settings and Knowledge Sources in place. See Set Up Your AI Voice Agent in Agent Studio. Have the phone numbers of the teams the agent transfers callers to, and a plan for the main reasons people call and what should happen for each.

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Design the conversation

Open Agent Workflows > Voice. The Definition tab holds the conversation design. Use Flow view to see the whole design at once and Table view to review each intent’s segments, actions, and collected fields.

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Describe each intent

In Table view, select Edit on an intent to open Intent Details.
  • What does this intent look like? Describe who the caller is and what they want, in plain language. This is how the agent recognizes the intent, so make sure intents don’t overlap.
  • How would you like to define the conversation rules? Optional rules that apply only once this intent is recognized, such as “Never re-ask a field the caller already answered.”
Select Apply to save your changes to the draft.

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Set the Qualify question

The first row of each intent, “All [intent] Users”, is a Qualify action. Select it to set:
  • The question the agent asks. Keep it to one question and offer the choices in it, for example “Are you looking to get service set up soon, or still comparing your options?”
  • Answers/Segments: each answer becomes a segment. Keep answers short and mutually exclusive, include the words callers really say, and add a catch-all such as “something else”.
  • If the agent can’t determine the answer: what to do with an unclear reply. A good default is to ask once more, then take the path that’s cheapest if wrong.

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Choose an action for each segment

Select the action next to a segment to open its Action panel. Choose one of six actions: Qualify, Inform, Inform & Route, Request Callback, Support & Escalate, or End Call. Then write the instructions, add a transfer number where the action needs one, and choose the Signal and the fields to collect. For details on each action, see AI Voice Agent Actions, and Transfers, Data Collection, and Signals for the AI Voice Agent.

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Set the voice and greeting

Open the Voice workflow’s Details tab.
  • Agent Voice: choose the voice the agent speaks with. Select the play button next to the sample phrase to hear it.
  • Custom Greeting: what the agent says at the start of the call. Leave it blank to use the default greeting. Say the brand name, tell callers they’re speaking with a virtual assistant, and end with an open question, for example “Thanks for calling Acme Telecom, I’m Eva, your virtual assistant. How can I help you today?”
The Details tab also shows the channel, the business hours (from your Invoca interactive voice response, or IVR, settings), and the campaigns and forms that trigger the workflow.

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Test and go live

  1. Select Preview Chat, then Start Call, to talk to the draft version of your agent. See Testing Your AI Voice Agent with Preview.
  2. Fix anything that doesn’t behave as expected, select Apply, and test again.
  3. Select Go Live to push the draft to production.
  4. Check that the right campaigns appear under Triggered by on the Details tab.
Every later change also waits in the draft until you select Go Live again.
Last modified on October 20, 2026