Voice

What the Voice Channel Is

Voice gives your bot a spoken conversation instead of a typed one, in two places:

• Web calls — a call button appears on your chat widget. A visitor taps it and talks to the bot right in the browser, no phone involved.
• Phone calls — optionally, a real phone number that rings straight into the bot. Get a new US number from us, or bring a number you already own.

Either way it is the same bot: your Bot Identity, your Bot Knowledge, your prices. Calls are billed per minute of talk time from your credits, at the rate shown next to the mode you pick — there is no separate subscription.

Turn It On

Open Dashboard → My Products → Configure → Channels, and on the Voice card choose Configure. (On WordPress, the same dialog lives in your WP admin under ProxyAI → Channels.)

Answer calls — the master switch. On, the call button appears on your chat widget; off, voice is completely dormant and costs nothing.

Mode — four tuned bundles of AI model and transcription. Each card shows its per-minute price and typical response speed, so the trade-off is visible before you pick:

• Balanced — the default; a good middle of quality, speed and price.
• High Intelligence — the strongest reasoning, a beat slower.
• Ultra Fast — the snappiest replies, for callers who hate pauses.
• Cost Saver — the lowest per-minute rate.

You pick a speed and price point, never a model — the bundles are tuned and updated on our side.

Greeting — the first thing a caller hears. Leave it blank and the bot speaks your Bot Intro.

Voice — eleven curated voices, male and female, from warm to professional. Changing it changes nothing else.

Instructions — optional extra guidance for calls only, layered on top of your Bot Identity. Useful for things that matter on the phone but not in chat: "Always mention today's pickup cutoff is 3pm."

Transfer to a human — optional. A caller who asks for a person is transferred to this number. Leave it blank and the bot handles the whole call itself.

Answer from knowledge — shown when you have the Bot Knowledge add-on. On, spoken answers are grounded in your uploaded documents, exactly like chat answers.

Record calls — keeps an audio recording alongside the transcript. Many regions require telling callers they are being recorded; that consent is your responsibility, so this is off until you switch it on.

Save. The call button appears on your widget, and the phone-number section appears below the settings.

Get a Phone Number

The Phone number section shows once the channel is enabled and saved — a number wired to an unconfigured bot would ring into nothing.

Get a new number — a US number from us. The dialog shows the one-time setup fee and the monthly price; both come from your credits, as do per-minute call rates on top. You can request an area code (three digits, like 412) or leave it blank for any. One number per bot. If your balance ever cannot cover a number's monthly fee, the number is released.

Import my number — bring a number you already own at Twilio, Vonage, Telnyx, or any provider that speaks standard SIP trunking. Importing is free on our side: the number stays on your carrier account and your carrier keeps billing you for the number itself; we only bill the per-minute call rate. Pick your carrier and fill in its credentials:

• Twilio — Account SID and Auth token, from twilio.com/console.
• Vonage — API key and secret, from dashboard.vonage.com.
• Telnyx — API key, from portal.telnyx.com.
• SIP trunk — your provider's SIP gateway host, plus a username and password if your trunk uses them.

Keep the number your customers already know — you do not have to move or import anything. Turn on call forwarding with your current carrier (often *72 or a dashboard setting) to your ProxyAI number, and callers keep dialing the number they always have.

Release number — stops the bot answering that number and stops its monthly fee. Releasing is immediate and the number does not come back, so the button asks you to confirm.

What a Call Is Like

The caller hears your greeting, then talks naturally — interruptions included. The bot answers with everything it knows in chat: your business profile, your Bot Knowledge documents, your product prices. When the call ends, the minutes are counted, the charge is deducted from your credits, and the transcript lands in the conversation history like any chat — so the Agent Inbox, support tickets, and handoff all see what was said.

Common Questions

Why don't I see a call button on my widget? The Voice channel must be enabled *and saved*, and your site needs the current widget snippet from the Web channel. Give it a minute — widget settings propagate on a short cache.

Can I get a non-US number? Not yet from us — but you can import a number you own from any country your carrier serves, or forward an existing local number.

What does a call cost? The per-minute price of the mode you picked, shown on its card in the dialog, deducted from your credits when the call ends. A new number adds its setup fee and monthly price; an imported number adds nothing beyond your own carrier's bill.

Do web calls need a phone number? No. The widget call button works with no number at all — the number is only for real phone calls.