Platform · Voice agents
One agent, every customer conversation.
Define an agent once. Vocily AI applies the same role, voice, knowledge, and workflow rules across chat, browser voice, and outbound calls.
Problem · Solution
The problem today
Off-the-shelf voice AI gives you a 'helpful assistant' that doesn't know your business — wrong tone, wrong language, no rules about when to escalate. Production conversations need scope: what the agent is hired to do, which languages it can switch between, what it can quote, and exactly when it must hand off to a human. Otherwise the agent improvises in places it should be quiet and goes quiet where it should be confident.
How Vocily AI handles it
Job-scoped role
Define what the agent is hired to do, the tone it should take, and the topics it must refuse — its prompt enforces the boundary, not your training docs.
Language and voice per agent
Indian English, Hindi, Hinglish auto-switch, Bengali, Gujarati, Kannada, Malayalam, Marathi, Tamil, Telugu and more — picked per agent, switched live by the caller.
Knowledge boundary
An agent answers from the knowledge base attached to it. Other agents' KBs aren't visible — no cross-talk between billing and sales.
Workflow rules, not vibes
When to use the KB, when to call your APIs, when to book a meeting, when to transfer — declared once, applied to every call.
Escalation as a first-class rule
Set the conditions that must trigger a human handoff. The agent doesn't decide; the rule does.
One agent, every channel
The same role, voice, and rules run on chat, browser voice, and outbound calls — no parallel configurations to drift out of sync.
What's in it
What you configure on a Vocily AI agent.
Every Vocily AI agent is built from a small set of explicit fields. No hidden behaviour — what you set is what the agent does.
Identity & role
The agent's job and how it should sound saying it.
- Name
- Display name shown in the dashboard and on transcripts.
- Role prompt
- Up to 64 KB. Built-in {{caller_no}} for inbound; custom runtime variables injectable per call via API. Section editing for purpose / response style / workflow.
- Greeting
- First line the agent says when a call connects.
- Conversation initiator
- Bot greets first, or wait for caller to speak first — per agent.
- Voice Style Preamble
- Auto-applied 'speak naturally, no markdown, spelled-out numbers' guardrail prefixed to the prompt.
- Welcome
- Widget-side intro for chat and browser-voice sessions.
Language & voice
Speech-in, speech-out, and the languages the agent can switch between.
- Languages
- Indian English · Hindi · Hinglish auto · Bengali · Gujarati · Kannada · Malayalam · Marathi · Odia · Punjabi · Tamil · Telugu · Urdu · Assamese (17+)
- Voice
- Provider-routed TTS voice — Cartesia, ElevenLabs, Sarvam, or Smallest. Per-language voice mapping inside the same agent.
- STT
- Provider-routed transcription with word-level alignment events; keyword boosting per agent for brand names and SKUs.
- Pronunciation dictionary
- Custom word → spoken-form mapping, provider-agnostic.
- Audio ambience
- Optional low-volume background sound (office chatter, keyboard typing, none) to mask LLM latency.
Knowledge & tools
What the agent can quote, look up, or act on.
- Knowledge base
- One or more KBs attached per agent — websites, documents, FAQs.
- Toolkit
- Explicit list of API tools the agent is allowed to invoke.
- Scheduling
- Calendar tool for in-call booking and reschedule.
- Transfer
- Named human destinations the agent can hand off to.
Listening behaviour
How the agent decides when to speak, when to stop, and what to ignore.
- Interruption sensitivity
- Tunable 0.0–1.0. Filler 'umm' / 'hmm' is ignored; only real turn-starts cut the agent off.
- Turn detection
- Configurable response eagerness — patient ↔ eager — for how fast the agent jumps in after a caller finishes.
- Noise handling
- Off · Standard · High · Background-voice strict guard (actively rejects voices that aren't the primary caller).
- Silence handling
- Auto-end on prolonged silence (default 25s). Optional pre-timeout 'Are you still there?' check-in at a custom delay.
Escalation & handoff
When the agent must stop talking and hand off.
- Triggers
- Topic match, sentiment threshold, explicit caller request, KB-empty fallback.
- Destination
- Phone number, internal team, or queue — per trigger. Business-hours-aware.
- Warm vs cold
- Warm transfer briefs the human first; cold transfer dials straight through.
- Handoff payload
- Conversation summary, language used, caller fields collected.
- After handoff
- Recording stops; pre-handoff transcript persists on the execution.
Lifecycle & versioning
Edit safely. Test before live traffic. Roll back in one click.
- Drafts
- Edits live in a draft until you publish. Live channels keep running the published version.
- Test surfaces
- Dedicated test call, test chat, test widget — always run your latest saved draft.
- Publish
- One click to promote draft → live. All channels switch at once.
- Rollback
- Revert to any prior version in one click. KB content stays shared; only the agent config rolls back.
- Starter templates
- Three production-ready templates — customer support, lead qualifier, appointment booker — pre-configured prompts, voice, tools, KB seeds.
- Consent placement
- Before greeting, after greeting, or skipped. Configurable per agent.
Same agent, every channel
Consistency where customers expect it.
An agent's persona, knowledge access, and escalation rules should not change just because the conversation moved from your website to a phone call. Vocily AI keeps them aligned.
One agent, every channel
Same voice. Same knowledge. Same rules.
Whichever channel a customer reaches you on, the agent picks up where the conversation left off.
Active channels
Actions the agent can take
Configured for real conversations
What you set up, the agent does.
A Vocily AI agent reads from a clear configuration — its job, the languages it speaks, the knowledge it can reference, and the rules for when it should escalate. There is no hidden behavior.
Insurance renewals agent
What this agent does
Picks up renewal-due policyholders in Hindi or English.
Common questions
What teams ask before they switch.
One. The same agent definition serves chat, browser voice, and outbound calls. Its role, persona, KB access, and escalation rules are identical across channels — no parallel configurations to maintain.