Creating a Voice Campaign

Use this guide to configure a new voice campaign from initial setup through testing.

Basic Settings

When creating a campaign, configure the core settings first:

• Name — A descriptive name for the campaign
• Phone Number — Select from your provisioned numbers
• Text Number — Optional separate number for SMS follow-ups
• Voice — Choose the AI voice persona. Options include:
  • Standard voices: Alloy, Ash, Coral, Echo, Nova, Sage, Shimmer, and more
  • Premium emotive voices: Tessa, Katie, Kiefer, Kyle, Brandon, Ariana, Dorothy
  • British English voices: Gemma, Archie
  • Multilingual voices: French, Spanish, Hindi, Punjabi options available

Instructions

The instructions field is the core of your voice agent. Use it to define how the campaign should behave during calls. A strong prompt usually covers:

• Identity — Who the AI is representing
• Purpose — What the call is about
• Conversation Flow — How to guide the conversation
• Key Information — Facts the AI should know, such as business hours, pricing, and policies
• Boundaries — What the AI should not do or discuss

Tips for Good Instructions

• Be specific and detailed
• Include example phrases and responses
• Define how to handle common objections
• Specify when to escalate to a human
• Include your business name and any important operating context

Tools

Enable the tools the AI should be allowed to use during calls:

• Web Search — Look up real-time information
• Knowledge Base — Search your uploaded documents
• Calendar Booking — Schedule appointments via Calendly
• Contact Lookup — Find information about the caller in your CRM
• Transfer Call — Hand off to a human agent
• Custom Tools — Connect to external APIs via MCP servers

Testing

After saving the campaign, use Simulate Call to test the experience before rolling it out:

1. Open the campaign detail page
2. Scroll to the Simulate Call section
3. Enter a phone number
4. Click Simulate Call
5. The AI calls the specified number so you can review the conversation flow

Phone System Integration

If callers reach this agent through a PBX such as 3CX, the Phone System tab can receive caller context (like IVR selections) from your phone system before each call and report call results — including values the agent collects — back to it after hangup. See Phone System Integration.

Campaign Usage

To start making calls with your campaign, see Using a Campaign.