Overview

The Voice Agent controls how calls are handled, what information is collected, and how the conversation should flow.

As you set up your Voice Agent, you’ll configure:

• The Voice Agent’s name and voice
• The Playbook it should follow
• The overall objective of the call
• Guidelines for how the Voice Agent should behave during conversations
• What should happen after the call ends

A strong setup helps the Voice Agent stay conversational while still collecting the information needed to support your team.

Access the Voice Agents Page

1. Go to sales.supermove.co
2. Navigate to:
   • Settings
   • Company
   • AI
   • Voice Agents

Or go directly to:

https://sales.supermove.co/settings/company/ai/voice-agents

Create a New Voice Agent

1. Click + New Voice Agent
2. Configure the Voice Agent settings
3. Save your changes

It is recommended to create both:

• A daytime Voice Agent
• An after-hours Voice Agent

for each use case.

Example:

• Residential Sales Day
• Residential Sales Night
• Commercial Sales Day
• Commercial Sales Night

Configure the Basic Settings

Name

The Name describes what the Voice Agent is responsible for.

Examples:

• Residential Sales Night
• Commercial Sales Day

Nickname

The Nickname is the name the Voice Agent will use to refer to itself during calls.

Example:

• Sarah

Voice

Choose the voice your Voice Agent will use during calls.

Post-Call Email Recipients

After a call is completed, an email summary will be sent to the selected email addresses.

This email includes:

• Call summary
• Next steps
• Link to the full call details

Assign the Default Playbook

Choose the Playbook you want this Voice Agent to follow.

The Playbook should align with the purpose of the calls this Voice Agent will handle.

Examples:

• New move intake
• Existing customer support
• Dispatch requests
• After-hours call handling

Set the Objective

The Objective defines the main goal of the Voice Agent.

Think of this as the “what” the Voice Agent is trying to accomplish during the call.

A good Objective is usually 2–3 sentences and should focus on:

• What information should be collected
• What outcome the call should achieve
• What type of caller the agent is helping

Sample “New Move” Objective

“The objective is to determine what type of move the caller is looking for. Gather the appropriate contact information and move details, and provide next steps.”

Sample “Existing Customer” Objective

“The objective is to discover the reason for the customer call. Gather their contact information, and understand their reason for calling, using the knowledge base to answer any questions you can.”

Configure Agent Guidelines

The Agent Guidelines define how the Voice Agent should behave during conversations.

Think of this as the “how” behind the conversation.

This section should include:

• How the Voice Agent should communicate
• What it should avoid doing
• How it should handle edge cases
• When to follow or skip the Playbook

Example Agent Guidelines

How to Be Smart and Conversational

Use this section to guide the Voice Agent’s communication style.

Examples:

• Never ask the same question twice
• Keep responses short and conversational
• Do not repeat information back to the customer
• Show empathy if the caller sounds frustrated
• Do not provide end-of-call summaries

When to Use the Playbook

Use this section to explain when the Voice Agent should follow the assigned Playbook.

Example:

“If the customer is looking to schedule a move, get a quote, or book a move, follow the assigned Playbook.”

When NOT to Use the Playbook

Use this section to define situations where the Voice Agent should avoid the full intake flow.

Examples:

• Existing move questions
• Billing or claims calls
• Storage requests
• Requests to speak with a representative
• General FAQ questions
• Voicemail requests

Instead of running the full Playbook, the Voice Agent should gather contact information and let the caller know someone will follow up.

Configure the Call Conclusion

The Call Conclusion defines the desired outcome at the end of the conversation.

Example:

“Let the customer know someone will follow up and confirm pricing. Do not repeat back any information collected during the call.”

Configure the Greeting

The Greeting is the first thing the Voice Agent says when answering the phone.

Best practice is to keep the greeting short, simple, and conversational.

Example:

“Thank you for calling XYZ Moving Company. This is Sarah, how can I help you today?”

The Voice Agent setup combines your Playbook, Objective, and Agent Guidelines to create a conversational call experience that supports your business goals