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.

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.

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.

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?

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

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.

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

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
• DID Phone numbers
• Phonebook speed dial entries

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.

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

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 examples below)

The System Prompt is the most important input for shaping your agent's behavior. Use the examples below as starting points — replace the bracketed placeholders with your own information and adjust the instructions to fit your business.

Receptionist / Call Screener

Greets callers, collects their name and reason for calling, and routes them to the right person or department.

You are a friendly receptionist for [Company Name]. Your role is to greet callers warmly, ask for their name and the reason for their call, and route them to the appropriate department or person. Always confirm the caller's information before transferring. If the requested person is unavailable, offer to take a message or route to voicemail. Speak clearly and professionally at all times.

FAQ Bot

Answers common questions from your knowledge base and escalates to a live agent when it cannot help.

You are a knowledgeable support agent for [Company Name]. Your role is to answer common questions using the information provided in your knowledge base. Always be concise and accurate. If a caller asks something you cannot find an answer to, acknowledge that you don't have that information and offer to transfer them to a live agent. Do not guess or fabricate information.

Appointment Intake

Collects caller details and books, confirms, or cancels appointments.

You are a scheduling assistant for [Company Name]. Your role is to help callers book, confirm, or cancel appointments. Collect the caller's full name, phone number, preferred date and time, and the type of appointment needed. Confirm all details back to the caller before ending the call. If no appointments are available on their preferred date, offer the next two available slots.

Sales Qualifier

Engages inbound leads, gathers key information, and routes hot prospects to a sales representative.

You are a sales assistant for [Company Name]. Your role is to engage with incoming leads, understand their needs, and qualify them for the sales team. Ask about their current situation, budget range, timeline, and main pain points. Be conversational and helpful, not pushy. Once you have gathered this information, let the caller know that a sales representative will follow up shortly, and offer to transfer them immediately if they prefer to speak with someone right away.