Voice
Voice (AI call answering) overview
AI answers phone calls, gathers the caller's request, transfers calls, and records voicemail
Voice (AI call answering) lets AI answer the calls that come in to your property. It automatically gathers the caller's request, transfers calls to staff, and records voicemail, and you can review each call in the dashboard.
From Channels → Voice in the sidebar, you can open the Inbox and Voice settings.
Getting started
Voice requires a dedicated phone number. The initial setup is handled by the NEWT Chat team.
Until Voice is set up, the Inbox and Voice settings pages show a notice titled "Automate phone support with Voice AI". If you'd like to start using Voice, click "Contact us about getting started" on that page, or get in touch via the Voice AI page.
What Voice can do
- AI answers: Answers callers' questions over the phone, based on the agent's knowledge.
- Request gathering: Listens to and records requests that need a callback.
- Transfers: Transfers the call to a phone number you specify when the AI can't handle it.
- Voicemail: Switches to voicemail and records a message when needed.
- Notifications: Sends an email when a call needs follow-up, and a Slack notification when a call ends.
Call limits
- Calls with the AI end after 10 minutes at most (time spent talking with an operator after a transfer doesn't count).
- A call ends after 5 minutes of silence.
- If a system problem occurs, the caller hears an apology and the call switches to voicemail.