AI Voice agent

AI Voice agents answer inbound phone calls, capture caller details, route calls, and log conversations when calls successfully reach Distance.

Where to manage AI Voice agents

Go to Agents → AI Voice, then click Edit on the agent you want to configure.

AI Voice agents include five configuration tabs:

1. Agent settings - Set agent name, description, languages, and first message.

2. Voice - Choose a voice model optimized for natural conversation.

3. Call transfers - Choose a voice model optimized for natural conversation.

4. Script - Select an industry template, view or edit the active script, and restore backups.

5. Capabilities - Enable access to the Knowledge base, booking functionality, and contact info capture via Caller ID or AI Capture.

Agent settings

Define the agent’s identity and language behavior.

Available settings:

• Agent’s name

• Description (optional) - What the agent handles

• Agent language - Default spoken language

• Additional languages

• First message - The opening line the agent says when answering calls

Voice

Choose the voice model used during phone calls.

• Displays available voices by name

• Each voice includes attributes such as gender, accent, and tone

The models are optimized for natural, real-time conversations

Call transfers

Call transfers control when and how calls are routed to a human or external number.

To create a transfer rule:

1. Go to Agents → AI Voice → Call transfers.

2. Click Add condition.

1. Configure the following sections:

   • When should we transfer the call? - Enter a phrase, keyword, or script action that triggers the transfer

   • Collect info before the transfer starts (Optional) - Select the following information to gather before routing the call:

     • Caller name

     • Callback number

     • Other – Enter any additional information you need.

   • Transfer configuration

     • Single number - Transfers the call to one phone number

     • Pool of numbers - Routes calls across multiple numbers

     

     • Routing type (for pools)

       • All - Rings all numbers simultaneously

       • Round robin - Assigns calls one at a time in order

   • Destination phone number(s)

Once saved, the AI detects caller intent and transfers the call automatically.

Please contact [e-mail] to get your proxy number.

Script

Define how the voice agent handles conversations.

This section contains two parts:

1. Choose your template - Select your industry from the dropdown. A preconfigured script is loaded automatically

2. Your script - Displays the active script. Buttons below:

   • Edit script - Modify the conversation flow.

   • Restore from backups - Restore a previous version if needed.

   

Clear scripts help the AI guide callers, ask qualifying questions, and route calls accurately.

Capabilities

Control what the voice agent can access and perform.

Available sections:

1. Knowledge - Uses all information from the Knowledge base.

1. Booking - Enables appointment booking during calls.

1. Contact info - When a call reaches Distance, the AI determines how to identify the caller and create or update their contact record using either Caller ID or AI Capture.

• Caller ID – Uses the incoming phone number and label.

• AI Capture – Captures caller details spoken during the call.

These settings determine how contacts are created and updated in Distance.