AI Voice Agents

AI Voice Agents

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AI voice agents answer calls and hold real conversations with your callers — handling overflow when your team is busy, qualifying sales leads, deflecting FAQs, or taking messages after hours. Each agent has a name, a voice, a persona prompt, and either an open-ended (freeform) conversation style or a visual flow graph it follows step by step.

You point an inbound route at a voice agent exactly the way you would point one at an extension or a queue. When a call lands, the agent answers in real time, listens, responds, and ends or transfers the call when appropriate.

Navigate to Aura AI → Agents → AI Voice Agents to manage your agents. Building and editing an individual agent is covered in Building & Editing Agents.

Note

Voice agents are an Aura AI feature, available with any paid Nova or Flare plan, and require the Manage AI Agents permission (aura.agents.manage). Calls handled by agents are metered against your Aura credits — the included monthly pool is consumed first, then your prepaid credit balance; when both are exhausted, new agent calls route to the agent’s non-AI fallback destination until you top up.

The Agents List

The list shows every agent in your organization with its operational state at a glance:

Column	Meaning
Name	Internal label. Click the row to open the agent in the editor.
Status	Active — takes calls on any inbound route pointing at it. Draft — never takes calls until activated.
Mode	Freeform — open conversation driven by the persona prompt. Flow — follows the visual flow graph. A Strict badge means deterministic-only routing inside the flow (no LLM free-roam).
Type	The starter archetype (Overflow, Sales, General, Custom). A starting template only — it does not change how the call runs.
Voice	The TTS voice the agent speaks with.
Calls (7d)	Calls the agent handled in the last 7 days. Open the agent’s Insights tab for outcomes, sentiment, and recent calls.

The search box filters the loaded list by name or voice.

Row actions

Each row’s ⋯ menu offers:

• Edit — open the agent in the builder (same as clicking the row).
• Duplicate — server-side clone. Credential bindings are preserved, and the copy always lands as a Draft so it can’t take calls until you review and activate it.
• Export to YAML — download the agent as a portable, self-documenting YAML file. Secrets are never exported — credential references are redacted to ${credential:Name} placeholders that re-bind on import.
• Delete — permanently removes the agent. Inbound routes that pointed at it must be updated; this cannot be undone.

Agent Lifecycle

create (builder)  ──────────────► Active
import / duplicate ──► Draft ──── activate ──► Active

• Active is the normal state: the agent handles live calls on any inbound route that targets it. Saves take effect on the next call — there is no separate Apply step for agent config (routing changes in Nova PBX still need Apply Changes).
• Draft agents never handle calls. Imports and duplicates always land as drafts. A draft shows a warning banner in the editor with an Activate agent button; activation re-checks the agent server-side (valid voice, bound credentials, resolvable destinations) and refuses with a list of blockers if anything is unresolved.
• Draft agents are also disabled in destination pickers (inbound routes, fallback destinations) and labelled “(draft — activate first)”, so a half-finished agent can’t be wired into live call routing.

Importing an Agent from YAML

Click Import in the page header and choose a .yml / .yaml file — either one exported from SIPSTACK or one authored by hand or by an LLM.

1. The file is validated first (a dry run — nothing is written). You see a summary (name, type, freeform or flow with node/edge counts), any hard errors, and a list of unresolved references (voices, credentials, destinations) that need attention.
2. Import as Draft creates the agent as an inert draft. It never goes live on import — even a fully valid file must be explicitly activated.
3. Fix any flagged references in the draft, test it, then activate from the draft banner.

This makes round-tripping safe: export an agent, hand the YAML to an LLM to modify, re-import, review the draft, activate. See Building & Editing Agents for the file format.

Type Archetypes

The Type is a starting template — picking one seeds a ready-to-edit persona prompt (and a matching starter flow when you add one). It never changes how a call runs; the prompt and flow do.

• Overflow — answers when your team is busy or closed; collects caller info and takes messages.
• Sales — qualifies leads conversationally and warm-transfers serious prospects.
• General — general-purpose Q&A assistant for FAQ-style deflection.
• Custom — start blank and write your own persona prompt.

Common Routing Patterns

Pattern	Setup
After-hours answering	Inbound route → Schedule mode → after-hours rule → voice agent
Queue overflow	Queue overflow destination → voice agent (Overflow type)
Lead qualification	Inbound route → voice agent (Sales type) → warm transfer to sales
FAQ deflection	Inbound route → voice agent (General type) → transfer to a human only when needed

Related Pages

• Building & Editing Agents — the full builder reference: tabs, flow nodes, behavior knobs, versions.
• Flow Builder Concepts — freeform vs flow, Say vs Collect, branch conditions, and Save vs Apply Changes.
• Connections — encrypted credentials your agents’ flows use to call external APIs.