The Voice Agent answers your business phone, books and reschedules appointments, cancels when a caller asks, and transfers to a person when appropriate. Its behavior comes from your business settings, not from anything a caller says on the phone.
What the agent knows
The agent uses your services, business hours, closed periods, service areas, arrival windows, locations, and timezone to answer callers and schedule work. Keeping these accurate is the single most important thing you can do for call quality.
The agent identifies callers by phone number only. Make sure client phone numbers are correct so returning callers are recognized and their appointments can be found.
Set hours and a transfer number
Business hours and your timezone decide when the agent says you are open and whether it may transfer a caller to a person. A human transfer number must be configured for transfers to work; without one, the agent takes a message instead.
Emergency handling is separate and only offered if you configure it. The agent never invents an emergency line.
- 1Open your organization settings and confirm hours, timezone, and closed periods.
- 2Add a human transfer number for in-hours transfers.
- 3Configure an emergency number only if you truly offer emergency service.
Good to know
After changing settings, place a test call to a staging agent before relying on it live.
Keep the agent current
When you add or archive a service, change hours, or add a location, the agent should reflect it. If tool behavior looks stale after a change, re-sync the agent from the Voice settings so it points at your latest configuration.