How to Set Up Kai to Answer Calls

Overview

Every business needs a voice agent to answer calls, send messages, and talk to customers. This page shows how to customize how Kai greets customers, what questions Kai asks, and what information gets collected from every conversation.

Basic Information

Give the voice agent a name and write how it greets customers. The name helps the team identify which agent handles which calls.

• Name: e.g. "Law Intake" - this is just for internal use
• Description: e.g. Answers calls from people injured in accidents
• First Message: e.g. "Thank you for calling. How can I help you today?" - this is what customers hear first

How Kai Sounds

Choose which language Kai speaks and what voice customers hear. Pick a voice that matches the business personality.

• Language: English, Spanish, French, and more - pick whichever language customers speak
• Voice: Listen to different voices using the play button, then select the one that sounds best
• Voice Quality: Choose between faster responses or higher quality sound (most businesses use Turbo v2)

Tell Kai How to Handle Calls

Write instructions that tell Kai what to say and do during conversations. Different instructions apply to incoming calls, outgoing calls, and text messages.

• Incoming Calls: What Kai says when customers call the business
• Outgoing Calls: What Kai says when following up with customers
• Text Messages: How Kai responds to texts
• Response Speed: Choose faster responses for simple conversations or more advanced responses for complex questions

Tell customers: "Thank you for calling Loncar Lyon Jenkins. My name is Alex." When someone calls: 1. Ask what happened and listen to their story 2. Show empathy - say things like "I'm sorry that happened to you" 3. Find out if they were physically injured 4. If they were injured, collect their name, phone number, and email 5. Offer to schedule a consultation with an attorney 6. If they weren't injured or the firm can't help, politely end the call

How Conversations Get Reviewed

Set up what gets measured after each call so the team can review how well Kai handled customer conversations.

• Quality Checks: Tell Kai what makes a good conversation - like staying polite, getting accurate information, or solving customer problems

What Information to Collect

List what information Kai should ask for during every call - like customer names, phone numbers, or specific details about their situation.

• Field Name: What to call this piece of information (like "phone_number" or "injury_type")
• Type of Information: Text, number, yes/no question, or detailed description
• Why Collect This: Explain what this information is used for so Kai knows how to ask for it

Advanced Settings (Optional)

Fine-tune technical settings for how Kai processes conversations. Most businesses can skip this section - the default settings work well for typical use cases.

Preview Your Changes

The sidebar shows a preview of all current settings while making changes. Review everything here before saving to make sure Kai will work exactly as expected.

Testing with the Softphone

Make test calls directly from the dashboard without picking up a phone. The built-in softphone lets you hear exactly what customers will experience.

• Where to find it: Go to Phone System in the sidebar and click the dialer button
• Hero mode: Click the expand button for a fullscreen dialer experience
• Recording: All softphone calls are automatically recorded with Deepgram transcription
• Playback: Listen back to test calls from the activity feed to review how Kai handled the conversation

Change History & Rollback

Every change to your agent's greeting, instructions, and voice is automatically tracked. If something goes wrong, you can undo it instantly.

• What's tracked: Changes to the greeting message, system prompt (instructions), and voice selection
• How to rollback: Open the agent editor and use the rollback option to restore the previous version
• Phone rollback: If you're an admin, you can also roll back changes by calling your agent's number and asking to undo the last change
• History: All changes are logged with timestamps so you can see what was changed and when

Tips for Success

• Click "Save" frequently - changes aren't permanent until saved
• Make a test call after every change to hear how Kai sounds with real customers
• Write short, clear instructions - long paragraphs confuse Kai
• Look for help tips throughout the page - hover over question marks for quick explanations
• Need more help? Check the FAQ page for common questions

Common Questions

• Q: Changes won't save - what's wrong?
  A: Some required fields might be empty. Fill in everything marked with a red asterisk, then try saving again. If it still doesn't work, refresh the page and try once more.
• Q: How can I hear what Kai sounds like?
  A: Click "Test Call" in the instructions section. This makes a real call to test exactly what customers will hear.
• Q: Made a mistake - how do I undo it?
  A: Every change is automatically tracked. Use the rollback feature in the agent editor to restore the previous version of your greeting, instructions, or voice. You can also call your agent's number and ask to undo the last change.
• Q: Still need help?
  A: Call 1 (417) 386-2898 or email support - real people are available to help Monday through Friday, 9am to 5pm CST.