Overview

Voice agents in Copilot can handle calls after hours, during overflow periods, or whenever you need automated assistance for your customers. This guide will walk you through setting up effective voice agents and share best practices for optimizing their performance.

Video Walkthrough

Understanding Voice Agent Components

Before creating a voice agent, it's important to understand the three key components:

1. Playbook: The specific questions your voice agent will ask callers
2. Purpose: The overarching direction that guides how the voice agent uses the playbook
3. Call Queue: The configuration that assigns a phone number to your voice agent

Think of the playbook as the specific script and the purpose as the general strategy or approach the voice agent should follow. 

Step 1: Creating a Voice Agent Playbook

To create or modify a playbook for your voice agent:

1. Go to Settings in your Copilot dashboard
2. Select Playbooks from the menu options
3. Choose a template to modify or click "Create New Playbook"

Editing Playbook Questions

1. Select a question and click the Edit button
2. Modify the following components:
   • Question: The exact text the voice agent will say to the caller
   • Description: This functions as an AI prompt that guides:
     • How to ask the question
     • What follow-up questions to ask based on responses
     • What additional information to gather

Adding Context and Conditional Logic

Use the description field to create conditional responses:

1. For apartment-related questions, add instructions like:
   If the caller says they live in an apartment, ask these follow-up questions:
   1. What floor is your unit on?
   2. What is your unit number?
   3. Are there any elevator restrictions?

2. For houses or other property types, include different follow-up questions:
   If the caller says they live in a house, ask:
   1. Is it a single-family home or townhouse?
   2. Is there a driveway available for the moving truck?

Adding Internal Information for Special Scenarios

Create special handling instructions for situations like cancellations:

1. Add a question with "Internal Information" in the title
2. In the description field, provide complete instructions:
   If the customer mentions canceling or rescheduling, skip the regular playbook and follow these steps:
   1. Ask for their name and phone number associated with the move
   2. Ask when their move was planned
   3. Ask if they want to cancel completely or reschedule
   
   Once they provide this information, thank them for providing everything and ask if there is any other information they would like to provide. Then let them know someone will follow up soon.
   
   End the call politely

Reordering and Adding New Questions

1. Use the drag-and-drop functionality to reorder questions
2. Click "Add New Question" to create additional questions
3. Save your changes

Step 2: Configuring the Voice Agent

1. Go to Settings in your Copilot dashboard
2. Select Voice Agents from the menu
3. Click "Create New Voice Agent" or edit an existing one

Voice Agent Configuration

Complete the following fields:

1. Name: Give your voice agent a descriptive name (e.g., "After Hours Sales Agent")
2. Purpose: Provide comprehensive guidance for how the voice agent should handle calls:
   How to be smart: If the customer has already provided exact, related information with a previous answer, try to use that in your future questions so you don't ask for the same information multiple times. 
   
   How to use the playbook below: 
   
   First, figure out what the customer needs help with at first with your initial greeting. If they are looking to book a move, follow the playbook. Skip the playbook if it is not related to booking a move, or if you don’t know the answer - recommend that someone will follow up instead. If they have general FAQ questions, use the knowledge provided. If they are making a request for a different service like cancelling, changing a move date, storage access, job applications, or something really urgent, let them know someone else is going to follow up and skip the playbook. Your end purpose is to schedule a follow up with the customer letting them know someone will reach out with more details or final confirmation, in almost all cases, and ending the call. 
   
   When to not use the playbook: 
   If they are not looking for a quote or if they are not looking to book a move, just help them with the knowledge that you have and skip the playbook. Do not actually book the move or confirm dates. Follow the playbook to gather information so we can put together a quote that we will follow up with. If they have a question about a claim, damage, let them know that they can just leave a message with you, and you will follow up with them If they have a question about their existing move, let them know that they can just leave a message with you, and you will follow up with them. If they are making a request for a different service like cancelling, changing a move date, storage access, job applications, or something really urgent, let them know someone else is going to follow up. 
   
   Other important notes: 
   When asking a question, only ask one question at a time. Do not ask for multiple pieces of information in a single question. This is especially important when you follow the playbook. Make sure that you received a response before replying be polite and say good bye at the end. please make sure you listen at the end to see if they have anything else to say before hanging up. 

3. Playbook: Select the playbook you created or modified in Step 1
4. Post-Call Email Recipients: Enter email addresses of team members who should receive call summaries
5. Voice Selection: Choose the voice type for your agent
6. Initial Greeting: Create a welcoming message:
   "Thank you for calling [Company Name]. How can I help you today?"

7. Save your configuration

Step 3: Setting Up a Call Queue

1. Go to Settings in your Copilot dashboard
2. Select Call Queues from the menu
3. Click "Create New Call Queue"

Call Queue Configuration

1. Name: Give your call queue a descriptive name (e.g., "Sales Voice Agent Queue")
2. Phone Number: Select an available phone number for your voice agent
3. Fallback Option: Select "Call Voice Agent"
4. Voice Agent: Choose the voice agent you configured in Step 2
5. Click "Next" and then "Save"

Once saved, your voice agent will have a dedicated phone number that you can use in your phone system.

Best Practices for Voice Agent Optimization

Playbook Design Best Practices

1. Keep questions concise: Craft clear, direct questions that are easy for callers to understand
2. Create logical flow: Arrange questions in a natural conversation sequence
3. Use conditional logic: Only ask relevant follow-up questions based on previous answers
4. Prepare for off-script scenarios: Include internal information for handling cancellations, complaints, or other special cases

Voice Agent Purpose Best Practices

1. Be specific about scope: Clearly define what the voice agent should and shouldn't handle
2. Include handling instructions: Explain how to manage different types of inquiries
3. Define handoff procedures: Clarify when and how to transfer to a human or take a message
4. Set the right tone: Specify the conversational style (professional, friendly, etc.)
5. Provide escalation paths: Explain what to do if a caller needs immediate assistance

Ongoing Maintenance

1. Review call recordings: Regularly listen to voice agent calls to identify improvement areas
2. Analyze completion rates: Track how many callers complete the entire playbook
3. Gather customer feedback: Ask customers about their experience with the voice agent
4. Update frequently: Refine your playbook and purpose based on what you learn
5. Test thoroughly: After making changes, call your voice agent to ensure everything works as expected

Troubleshooting Common Issues

• Voice agent isn't following the playbook: Check that your playbook is properly assigned to the voice agent
• Conditional logic isn't working: Review your description text for clear if/then instructions, and confirm the purpose/playbook are not giving competing prompts
• Callers are hanging up: Your playbook might be too long or asking irrelevant questions
• Voice agent sounds unnatural: Edit the purpose to emphasize conversational tone
• Follow-up emails not being received: Verify email addresses in the voice agent configuration

By following these steps and best practices, you can create effective voice agents that provide excellent customer service while saving your team time. Remember to continuously review and refine your voice agents based on actual call performance and customer feedback.

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com or reach out to your Customer Success Manager.