Build voice workflows with clearer decisions from the start.

Designing your first voice agent

A practical framework for defining role, objective, instructions, language, knowledge, actions, and escalation.

Questions to answer

What exact role should the agent perform?What does a successful outcome look like?Which languages and speaking style are required?What must always trigger a human handoff?

Grounding conversations in business knowledge

Choose approved sources, define retrieval boundaries, and plan how the agent responds when context is missing.

Questions to answer

Which sources are approved for customer answers?How current and structured is the information?What should happen when the answer is not found?Which information must never be exposed?

Turning conversation into workflow action

Map customer intent to tools, permissions, confirmation steps, outcomes, and safe failure paths.

Questions to answer

What action follows each customer intent?Which system owns the source of truth?What confirmation is required before an update?How should failures and timeouts be handled?

Designing human escalation

Identify the moments that require a person and preserve the context they need to continue the conversation.

Questions to answer

1. 01Which issues are sensitive or policy bound?
2. 02How does a customer explicitly request a person?
3. 03What context should move with the handoff?
4. 04Who owns the next response and service level?