Portal Overview
Overview
This guide provides a high-level walkthrough of the AI Voice Portal, covering the main sections and what each one is used for. Each feature area has a dedicated guide with more detailed instructions — this article is intended as an orientation for new users.
Dashboard
The Dashboard is the default landing page when you log in. It displays recently updated Call Flows and a summary of recent calls. All detailed work is done in the individual sections accessible via the sidebar.
Call Flows
Call Flows is where all agent configuration takes place. Open the sidebar and navigate to Call Flows to access your agents.
Within each Call Flow, configuration is organised across several tabs. Switch to the Advanced View to access the full range of settings.
General Tab
| Setting | Description |
|---|---|
| Call Settings | Change the agent name, persona nickname, and call direction (inbound/outbound) |
| Welcome Message | Configure what the agent says when a call connects — AI-generated, custom, or wait for caller |
| Knowledge Base | Create new knowledge bases or attach existing ones to the agent |
| AI Memory | Toggle Prior Calls Context to allow the agent to reference previous calls from the same number |
| Persistent Recall | Background system prompts that shape agent tone and behaviour — recommended to leave on unless you have advanced prompting experience |
| Time Zone | Set the agent’s time zone for time-aware logic (e.g., only transferring during business hours) |
| Connect to Business | Configure how the agent connects and forwards calls to your team in specific scenarios |
Voice Tab
| Setting | Description |
|---|---|
| Voice | Select the agent’s voice from platform voices or ElevenLabs options |
| Voice Speed | Adjust how quickly the agent speaks |
| Speech Detection | Configure responsiveness and interruption sensitivity |
| Background Audio | Set hold music, thinking sounds, and ambient audio |
| Agent Dictionary | Add industry-specific words and acronyms to improve transcription accuracy |
Call Handling Tab
| Setting | Description |
|---|---|
| Transfers | Configure Cold, Warm, or Whisper transfers to human agents |
| Inbound Call Redirect | Redirect callbacks from outbound call numbers to your human team |
| Office Hours | Restrict when the agent can make or receive calls |
| Call Timing | Set silence timeouts, reminder retries, and maximum call duration |
| Voicemail Detection | Configure what the agent does when it reaches a voicemail on outbound calls |
| Metadata & IVR | Additional call handling configuration options |
Data Tab
| Setting | Description |
|---|---|
| Post Call Analysis | Define data points to extract from each call (e.g., caller name, intent) — included in webhook payloads |
| Post Call Actions | Configure automatic SMS and email notifications after each call |
| System Webhooks | Set up pre-call, post-call, and call status webhooks for CRM and automation integrations |
Security Tab
Security settings are particularly relevant for enterprise, medical, and legal use cases. Available settings include recording, compliance monitoring, HIPAA mode, transcription redaction, and data retention. See the dedicated Recording & Security Settings guide for full details.
Testing an Agent
To test an agent, click the Voice button to start a live voice session, or click Text to interact via text chat. Dynamic variables can be configured in the Variables panel before testing to simulate real call conditions.
A Logs panel is also available within the agent, showing all API call activity and executions for debugging purposes.
Sharing a Demo Link
To share an agent without needing a phone number, click Share Demo from the top of the agent editor. You can set an expiry date, per-user call limit, and total minute budget. Once created, the link can be shared with anyone to interact with the agent via a web browser. See the dedicated Sharing a Demo Link guide for full details.
Saving and Publishing
All changes can be saved in two ways:
| Option | When to Use |
|---|---|
| Save to Draft | Use when testing changes before going live — does not affect the live agent |
| Publish to Production | Use to push changes to the live agent |
If you make a mistake, use Prompt History within the Call Flow editor to review and revert to a previous version.
Knowledge Base
Navigate to Knowledge Base in the sidebar to create and manage knowledge bases independently of individual agents. There are two types:
- Basic – structured fields for business name, address, pricing, opening hours, FAQs, and intake questions
- Advanced – upload a PDF, Word document, or text file, or paste raw text directly
Once created, knowledge bases can be attached to agents from within the Call Flow editor. Advanced knowledge bases can be edited directly in the portal without re-uploading the source file. See the dedicated Managing Knowledge Bases guide for full details.
Phone Numbers
Navigate to Phone Numbers in the sidebar to purchase or bring your own numbers and assign them to agents. Select the country, search for an available number, claim it, and assign it to a specific Call Flow.
Calls
Navigate to Calls in the sidebar to manage outbound call campaigns.
| Section | Description |
|---|---|
| Single Call | Make a one-off outbound call — primarily used for testing |
| Batch Calls | Upload a CSV contact list and run an outbound calling campaign with optional scheduling and auto-retry |
| Call Queues | Monitor the status of batch call attempts — view retry counts, outcomes, and scheduled next attempts. Export data to CSV |
See the dedicated Running Batch Calls guide for full details.
History
Navigate to History in the sidebar to view a complete log of all calls. Each record includes the recording, transcript, post call analysis data, and call metadata. Results can be filtered by agent, date range, disposition, call direction, batch, and post call analysis values. All data can be exported to CSV. See the dedicated Viewing Call History guide for full details.
Analytics
Navigate to Analytics in the sidebar to view call performance data across your workspace. Filter by agent or date range, view call volumes by time of day, manage dispositions, and export data to CSV. See the dedicated Viewing Analytics guide for full details.
