Overview
After you've configured your Voice Agent (VA), add it to your call routing workflow to automate key processes like identifying customer details, collecting essential information, spotting spam calls, and initiating follow-ups. It also escalates calls when needed, reducing agent workload, cutting wait times, and improving overall efficiency.
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Edit Voice Agent Settings permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
To create or edit a routing workflow, go to Settings
> Routing Workflows. For more, see Set call routing workflows in Contact Center Pro.The VA accesses company data during customer interactions to identify new and existing customers, capture notes, summarize requests, and create follow-ups.
Voice Agent detects and categorizes spam calls, helping you prioritize legitimate inquiries. You can later find those calls in the Voice Agent Follow Ups tab. For more, see View and manage Voice Agent Follow Ups.
If a call falls outside the Voice Agent's scope, the caller requests a live agent, or frustration is detected, the VA escalates the call to an agent or queue.
All Voice Agent calls that do not escalate or create an appointment will create a Voice Agent follow-up task that CSRs can review.
Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome.
Add the Voice Agent module to your workflow
In your Routing Workflow, place the Voice Agent at any stage for after-hours support or as a fallback to enhance efficiency.
In a routing workflow, click Add
to select a routing module. 
On the new pop-up that opens, click Voice Agent.
In the new Voice Agent flyout that opens, use the tenant-to-agent mapping table to control which Voice Agent answers calls for each tenant in your network.
Check your Voice Agent's Base Permissions.
Configure your Voice Agent Pre-Routing Message:
Select Text-To-Speech to enter a pre-routing message that the system will read aloud to customers before they speak to the Voice Agent.
Select Upload Message, then click Upload File to add a pre-routing audio message for customers.
Note: Allowed audio types are .mp3, .wav, .ogg.
Configure your escalation Branches.
To add named branches for specific call types, click Add Branch in the Voice Agent flyout. For each branch:
Enter a Branch name, for example, Billing, Emergency, Scheduling.
Enter Routing Instructions in plain language describing when the Voice Agent should route callers to this branch, for example, Route here when a caller asks about billing or payments.
Repeat these steps for each additional branch.
When finished, click Save.
Each branch appears as its own path in the workflow canvas. Connect each branch to the appropriate destination. Callers who do not match any named branch route to the default Escalation path.
Add an escalation path for the Voice Agent
Since the Voice Agent automates simpler tasks, you must define its actions for tasks beyond its scope or when a customer requests a live agent or a specific department.
Once your VA module is added, click Add
to select the escalation paths for the call. 
On the new pop-up that opens, select where you want the calls to be directed.
Example: The calls can be routed to a dedicated queue or third-party support services for specialized help in high-priority situations.
When finished, click Save.
After you've configured your VA escalation branches, continue setting up your call routing workflow as usual.
Now that you know how to integrate the Voice Agent into your routing workflows, see View and manage Voice Agent Follow Ups to learn how to view calls completed by the Voice Agent.