Voice Setup Guide

Voice automation allows you to handle incoming calls 24/7 with AI-powered responses. This guide will walk you through setting up your voice automation system step by step.

What is voice automation?

Voice automation uses AI agents to handle phone calls automatically. Your AI agent can:

• Answer incoming calls with personalized greetings
• Qualify leads by asking relevant questions
• Provide information about your products or services
• Route calls to human agents when needed
• Handle common inquiries without human intervention

Key benefits:

• 24/7 availability: Never miss a call, even outside business hours
• Consistent responses: Every caller gets the same high-quality experience
• Lead qualification: Automatically identify and prioritize potential customers
• Cost reduction: Reduce call center costs while improving efficiency

Setup Overview

Setting up voice automation involves four main steps:

1. Setup Agent - Configure your AI voice agent
2. Setup Voice Settings - Configure call handling preferences
3. Request Phone Number - Get a dedicated phone number
4. Setup Phone Redirect - Configure call forwarding

Step 1: Setup Agent

Your AI agent is the voice that will answer calls and interact with callers.

Accessing Agent Setup

1. Go to Agents page

   • Navigate to your Wasapia dashboard
   • Click on "AI Agents" in the settings menu

2. Create or configure agent

   • Click "Create Agent" or edit an existing agent
   • Configure the agent's personality and instructions

Agent Configuration

Essential settings:

• Agent name: Give your agent a memorable name
• Instructions: Tell your agent how to behave and what to say
• Personality: Set the tone (professional, friendly, etc.)
• Knowledge base: Upload documents for the agent to reference

Example instructions:

You are a customer service agent for [Your Company].
- Greet callers warmly and professionally
- Ask for their name and reason for calling
- Provide information about our services
- Qualify leads by asking about their needs
- Transfer to human agent if they need detailed assistance

Best Practices

• Be specific: Give clear instructions about how to handle different scenarios
• Test thoroughly: Use the test conversation feature to verify responses
• Update regularly: Refine instructions based on call performance
• Keep it simple: Start with basic instructions and add complexity gradually

Step 2: Setup Voice Settings

Voice settings control how your calls are handled and what callers hear.

Accessing Voice Settings

1. Go to Voice Settings

   • Navigate to "Voice" → "Settings" in the main menu
   • Or access via the voice setup guide

2. Configure settings

   • Set up welcome messages
   • Choose voice parameters
   • Configure call behavior

Key Settings

Welcome Messages:

Message Type	Purpose	Example
Welcome	Initial greeting	"Hello, thank you for calling [Company]. How can I help you today?"
No Input	When caller doesn't speak	"I didn't catch that. Could you please repeat?"
Fallback	When AI can't understand	"I'm having trouble understanding. Let me connect you to a human agent."
Goodbye	Ending the call	"Thank you for calling. Have a great day!"

Voice Parameters:

• Language: Choose the primary language for your agent
• Voice: Select from available voice options

Step 3: Request Phone Number

You'll need a dedicated phone number for your voice automation system.

Requesting a Number

1. Go to Phone Numbers

   • Navigate to "Phone Numbers" in the main menu
   • Click "Request New Number"

2. Submit request

   • Fill in the request form
   • Include any special requirements
   • Submit for approval

What happens next

Request process:

1. Review: Your request is reviewed by our team
2. Approval: Once approved, you'll receive a phone number
3. Activation: The number is activated for voice automation
4. Configuration: You can configure call handling settings

Timeline:

• Standard requests: 1-2 business days
• Custom requirements: 3-5 business days
• Emergency requests: Contact support for expedited processing

Number Types Available

• Local numbers: Numbers in your area code
• Toll-free numbers: 800, 888, 877, 866 numbers
• International numbers: For global operations

Step 4: Setup Phone Redirect

Configure your existing phone system to forward calls to your new automation number.

Redirect Options

Call forwarding:

• Forward all calls to your automation number
• Forward specific times (after hours, weekends)
• Forward based on caller ID

IVR integration:

• Add voice automation to existing phone menu
• Create custom call flows
• Integrate with existing systems

Configuration Steps

1. Access your phone system

   • Log into your phone provider's dashboard
   • Navigate to call forwarding settings

2. Set up forwarding

   • Enter your new automation number
   • Choose forwarding rules (always, after hours, etc.)
   • Test the forwarding

3. Verify setup

   • Make a test call to your main number
   • Confirm it forwards to automation
   • Check that the AI agent answers properly

Testing Your Setup

Before going live

1. Test agent responses

   • Use the test conversation feature
   • Verify the agent follows instructions
   • Check for any issues or misunderstandings

2. Test call flow

   • Make test calls to your automation number
   • Verify greeting and responses
   • Test escalation to human agents

3. Monitor performance

   • Check call logs for any issues
   • Review agent performance metrics
   • Make adjustments as needed

Common test scenarios

• Basic greeting: Does the agent answer properly?
• Information requests: Can it provide basic information?
• Lead qualification: Does it ask the right questions?
• Escalation: Does it transfer to humans when needed?
• Error handling: How does it handle unclear requests?

Monitoring and Optimization

Call Analytics

Track your voice automation performance:

Metric	Description
Total calls	Number of calls handled
Average duration	How long calls typically last
Escalation rate	Percentage transferred to humans
Satisfaction score	Caller feedback ratings
Lead qualification	Number of qualified leads

Optimization Tips

1. Review call logs regularly

   • Identify common issues
   • Find opportunities for improvement
   • Update agent instructions based on patterns

2. Refine agent responses

   • Update instructions based on caller feedback
   • Add responses for common questions
   • Improve escalation rules

3. Test and iterate

   • Make small changes and test
   • Monitor impact on performance
   • Continuously improve the experience

Troubleshooting

Common Issues

Agent not answering:

• Check if the agent is active
• Verify phone number is properly configured
• Test the connection

Poor call quality:

• Check internet connection
• Verify voice settings
• Test with different devices

Calls not forwarding:

• Verify forwarding settings
• Check phone provider configuration
• Test forwarding manually

Agent responses unclear:

• Review and update agent instructions
• Test with different scenarios
• Consider simplifying responses

Getting Help

If you encounter issues:

1. Check documentation: Review this guide and related articles
2. Contact support: Reach out to our support team
3. Community forum: Ask questions in our user community
4. Training resources: Access video tutorials and webinars

Best Practices

Agent Configuration

1. Start simple

   • Begin with basic greetings and responses
   • Add complexity gradually
   • Test thoroughly before going live

2. Be human-like

   • Use natural, conversational language
   • Include appropriate pauses and responses
   • Make the experience feel personal

3. Plan for escalation

   • Clear rules for when to transfer calls
   • Smooth handoff to human agents
   • Fallback options for technical issues

Call Management

1. Monitor performance

   • Regular review of call analytics
   • Listen to call recordings
   • Gather caller feedback

2. Continuous improvement

   • Update agent instructions regularly
   • Refine based on real-world usage
   • Stay current with best practices

3. Backup plans

   • Have human agents available
   • Alternative contact methods
   • Emergency procedures

Getting Started Checklist

Ready to set up voice automation? Follow this checklist:

• Setup Agent

  • Create AI agent
  • Configure instructions
  • Test conversations
  • Upload knowledge base

• Setup Voice Settings

  • Configure welcome messages
  • Set voice parameters
  • Configure call behavior
  • Test voice settings

• Request Phone Number

  • Submit number request
  • Wait for approval
  • Receive phone number
  • Verify activation

• Setup Phone Redirect

  • Configure call forwarding
  • Test forwarding
  • Verify call flow
  • Go live

Pro tip: Start with a simple setup and gradually add features. It's better to have a working basic system than a complex one that doesn't work properly.

Related Documentation

• AI Agents - Learn more about configuring AI agents
• Voice Settings - Detailed voice configuration guide
• Phone Numbers - Managing phone numbers and forwarding