During the Beta Period, the pricing is $10 per agent per month. Afterwards, the standard price will be $25 per agent per month. Furthermore, per-minute pricing is $0.25/min. This includes STT, TTD, and LLM capabilities, so you get full functionality with no hidden costs.

To access the AI Agents feature, navigate to the VoIP.ms Customer Portaland click on AI Agents (BETA) in the navigation bar.

Click on Create New AI Agent.

You will see two options:

• Simple Voice Agent — A guided, step-by-step setup ideal for most use cases. Covers the essentials: voice, personality, purpose, call routing, and a knowledge base.
• Advanced Voice Agent — Provides full control over the LLM model, TTS model, MCP servers, webhook tools, and custom parameters for complex integrations.

Choose the option that best fits your needs. The sections below cover both paths in detail.

Step 1: Basic Configuration

In this section, you will define the foundational details of your agent:

• Agent Name — Assign a name to easily identify the agent
• Description — Provide a brief explanation of the agent's purpose (eg. Support Agent Level 1)
• Voice Selection — Choose from an extensive list of available voices

Once completed, click Next to proceed.

Step 2: Personality and Tone

This section defines how your agent communicates. Based on your answers, VoIP.ms starts to build a prompt on your behalf in the back-end.

• Language — Select the primary language for the agent (English, Spanish or French)
• Tone and Interaction Style — Select how the agent should interact with callers. By default, simply go for Short and Concise.
• Agent Personality — Use this field to provide additional instructions and context, such as: agent name, company name, behavioral guidelines, or communication style preferences. This input directly influences how the AI behaves during calls.

Step 3: Purpose & Communication

Here you need to define what the agent is designed to do and how it interacts at the start of a call:

• Purpose of the Agent — Select the purpose of the agent anywhere from Troubleshooting Common Issues (Default), to Collect Basic Information.
• Greeting Message — Define the initial message the agent will deliver when answering a call. This text will be spoken exactly as written, so ensure clarity and professionalism. For instance: Hi, this is Violet with Company X Support. I can help for most issues or connect you with a live engineer. What seems to be happening today?

Step 4: Call Routing & Transfer Options

This section allows you to configure whether the AI agent can transfer calls. If you do not want call transfers, simply click Next. Otherwise, to enable transfers, click the Allow AI agent to transfer calls to specific destinations checkbox, then add a label to describe your transfer scenario(s) (e.g., "Sales Team", "Support Line") or the name of the given person (e.g. "John Doe").

Then, add as many destinations as you wish from:

• Internal Extensions
• DID Phone numbers
• Phonebook speed dial entries

Step 5: Knowledgebase

In this section, you define the information sources the agent will use to respond to callers. You can add links such as your website, a knowledge base, a FAQ page, or even a Wiki. Ensure all links are publicly accessible and readable.

Optional: Enable Allow web search for additional information when appropriate to supplement responses with live web results.

Once all sections are completed, click Create Agent to finalize the setup of your Simple Voice Agent.

General Settings

In this section, you define the core configuration of your advanced agent:

• Agent Name — Assign a name to identify the agent
• TTS Model — Select the text-to-speech model for voice generation
• Voice — Choose the voice used during calls. Please note that some voices currently do not have preview functionality. This will be expanded in future updates.
• LLM Model — Select the language model that powers the agent's reasoning and responses
• Background Audio — Optionally add background sound during calls
• Language — Define the primary language of the agent (English, Spanish or French)
• Description — Provide a brief summary of the agent's purpose

Call Routing and Transfer

This section allows you to configure whether the AI agent can transfer calls. To enable transfers, click the Allow AI agent to transfer calls to specific destinations checkbox, then add a label to describe your transfer scenario(s) (e.g., "Sales Team", "Support Line") or the name of the given person (e.g. "John Doe").

Then, add as many destinations as you wish from:

• Internal Extensions
• Phone numbers (DID)
• Phonebook speed dial entries

Knowledge Base

In this section, you define the information sources the agent will use to respond to callers. You can add links such as your website, a knowledge base, a FAQ page, or even a Wiki. Ensure all links are publicly accessible and readable.

Optional: Enable Allow web search for additional information when appropriate to supplement responses with live web results.

Advanced Tools and Integrations (Coming Soon!)

This section allows you to extend the agent's capabilities and make it smarter:

• Configure MCP servers
• Add tools and webhook tools
• Define custom parameters

Communication Settings

In this final section, you can define how the agent interacts at the start of a call and can also build the entire prompt :

• Greeting Message — Set the initial message delivered when answering a call
• System Prompt — Define the core instructions that guide the agent's behavior and responses (see AI Prompts examples here)

Once your agent is created, you need to assign it to a phone number (DID) so it can start answering inbound calls.

1. Go to DID Numbers → Manage DIDs in the customer portal
2. Click Edit on the DID you want to route to the agent
3. In the routing destination section, select AI Voice Agent from the dropdown
4. Choose the specific agent you created from the list
5. Click Apply

Your AI Agent will now answer all inbound calls to that DID!

Q: Can the AI agent handle outbound calls?

A: No — AI Agents are designed for inbound calls only. They answer calls made to your DID; they cannot initiate outbound calls.

Q: What languages does the agent support?

A: English, Spanish, and French.

Q: What is the difference between Simple and Advanced?

A: The Simple Voice Agent guides you through a fixed set of steps and covers everything most users need: voice, personality, purpose, call routing, and a knowledge base. The Advanced Voice Agent exposes the underlying LLM and TTS model selection, background audio, and (coming soon) MCP servers and webhook tool integrations for more complex use cases.

Q: Can I have multiple agents?

A: Yes — you can create as many agents as needed and assign each one to a different DID.

Q: Can I edit my agent after creating it?

A: Yes — from the AI Agents dashboard you can edit, duplicate, or delete any agent at any time.

Q: What happens if the agent cannot answer a question?

A: The agent will let the caller know it does not have that information. If call transfers are configured, it can route the caller to a human agent instead.

Q: Does the agent answer calls 24/7?

A: Yes — once assigned to a DID, the agent answers all inbound calls at any hour.

Q: Does the AI agent work with my existing DID?

A: Yes — any eligible DID can be routed to an AI Agent from DID Numbers → Manage DIDs.

Q: What does "(Beta)" mean?

A: The feature is in active development. Some capabilities — such as Advanced Tools and Integrations — are not yet available, and behaviour may change before the general release.

• Email — [email protected]

When reporting an AI Agent issue, include:

• The name of the agent and the DID it is assigned to
• The date and time of the call, including the UniqueID found in the CDR
• A description of the behaviour observed vs. what was expected