> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent.md).

# AI Voice agent

AI Voice agents answer inbound calls, capture caller details, route calls when needed, and log conversations automatically in Distance.

### **Introduction**

**AI Voice** agents allow your business to handle incoming phone calls automatically while maintaining a consistent and professional caller experience. Using configured scripts, voice models, call transfer rules, and **Knowledge base** access, the agent can greet callers, collect information, route calls to the right destination, and log conversations for review.

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Proper configuration ensures calls are handled smoothly from greeting to completion while keeping accurate records of customer interactions.

***

### **Where to manage AI Voice agents**

Go to **Agents**, then under **AI Voice**, click **Edit** next to the agent you want to configure.

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**AI Voice** agents include five configuration tabs:

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1. [**Agent settings**](/distance/getting-started/agents/ai-voice-agent.md#agent-settings-tab) - Set agent name, description, languages, and first message.
2. [**Voice**](/distance/getting-started/agents/ai-voice-agent.md#voice-tab) - Choose a voice model optimized for natural conversation.
3. [**Script**](/distance/getting-started/agents/ai-voice-agent.md#script-tab) - Select an industry template, view or edit the active script, and restore backups.
4. [**Call transfers**](/distance/getting-started/agents/ai-voice-agent.md#call-transfers-tab) - Configure when and how calls are routed to a person or team.
5. [**Capabilities**](/distance/getting-started/agents/ai-voice-agent.md#capabilities-tab) - Enable access to the Knowledge base, booking functionality, and contact info capture via **Caller ID** or **AI Capture**.

You can create multiple agents for different use cases such as daytime coverage or after-hours handling, each with its own settings, scripts, and behavior depending on your plan.

***

### **Agent settings tab**

The **Agent settings** tab defines the agent’s identity and language behavior during calls.

#### **Agent’s name**

The name the **AI Voice** agent uses when introducing itself at the beginning of a call.

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#### **Description**

An internal description of the agent’s role, such as “answers calls during business hours” or “handles after-hours support.”

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#### **Languages**

**Default language** - The language the agent uses when answering incoming calls. The conversation will begin in this language unless the caller speaks in another supported language.

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**Additional languages** - Enables the agent to speak and understand additional supported languages during the same call.

If the agent detects that the caller is speaking in one of the enabled additional languages, the conversation will continue in that language without interruption.

Even if the conversation occurs in another language, the generated ticket and internal summary will still be recorded in English. This ensures standardized reporting.

#### **First message**

The opening line the agent says when answering calls. You can customize this to match your preferred tone and branding.

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***

### **Voice tab**

The **Voice** tab controls how the agent sounds during phone conversations.

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Choose the voice model used during phone calls. Available voices are optimized for natural, real-time conversations and include attributes such as gender, accent, and tone.

#### **Recommended voices**

These voices are recommended for the most natural pacing and clarity during customer calls.

**Male voices**

* The Great Conversationalist
* Justin
* Mark

**Female voices**

* Cindy
* Elise
* Fiona
* Hope

***

### **Script tab**

The **Script** tab defines how the **AI Voice** agent handles conversations.

If your account uses **Conversation flows** instead of a custom script, see [**Conversation flows**](/distance/getting-started/agents/ai-voice-agent/conversation-flows.md) for **AI Voice** agent.

#### **Choose your template**

**Change your industry** dropdown applies a preconfigured script based on your business type. This is only available when using a custom script setup.

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The script is updated or replaced by the Distance team after the onboarding sessions based on your specific use case and requirements. You can edit or adjust the script at any time as your workflow evolves.

This ensures the **AI Voice** agent starts with a conversation structure tailored to your operations.

#### **Your script**

Displays the active script. Click **Edit script** to modify the conversation flow.

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Click **Restore from backups** to revert to a previous version if needed.

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Clear scripts help the AI guide conversations, ask the right qualifying questions, and route calls more accurately.

***

### **Call transfers tab**

The **Call transfers** tab controls when and how incoming calls are routed to a phone number or team.

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You can define conditions based on what the caller says or actions within the script, allowing the **AI Voice** agent to transfer calls only when appropriate while optionally collecting key details before the transfer.

#### **When should we transfer the call**

Define what needs to happen before a call is transferred, such as specific caller intent or script conditions.

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#### **Collect info before the transfer starts**

Choose whether the AI should collect details such as the caller’s name, callback number, or other relevant information before transferring the call.

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#### **Transfer configuration**

Select how the call is routed:

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* **Single number** – Transfers the call to one phone number
* **Team schedules** – Routes calls to a group of team members based on availability

For full setup instructions, see [**Call transfer rules setup guide**](/distance/getting-started/agents/ai-voice-agent/call-transfer-rules-setup-guide.md)**.**

***

### **Capabilities tab**

The **Capabilities** tab controls what the voice agent can access and perform during calls.

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#### **Knowledge**

Uses all information from the [**Knowledge base**](/distance/getting-started/knowledge-base.md#organizing-your-knowledge-base).

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#### **Booking**

Enables appointment booking during calls.

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#### **Ticket creation**

Controls when a ticket is created from a call.

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**Create a ticket for all calls (including spam)** – A ticket is created for every incoming call regardless of content or outcome.

**Create a ticket when there is a minimum amount of information required** – A ticket is only created when the AI has captured sufficient caller details such as name, phone number, or email.

#### **Contact info**

When a call reaches Distance, the AI uses available signals to identify the caller and create or update a contact record.

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**Caller ID** - Uses the incoming phone number (and any available caller label) to automatically match an existing contact or create a new one if no match is found.

**AI Capture** - Extracts details shared by the caller during the conversation, including how they introduce themselves, to create or update the contact’s name and information.\*

Using either **Caller ID** or **AI Capture** ensures contact records remain accurate and up to date.