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The voice agent is an AI that answers phone calls to a dedicated phone number for your store. Open Agents → Voice Agent. The page shows the Voice Settings card, a card with the Open Brand Information button, and the Dedicated Phone Number card. The Test Voice Agent panel is on the right. This page appears when your plan includes the voice agent.

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When the Voice Agent page appears

The Voice Agent item shows in Agents when your plan includes the voice agent. Without it, the item does not show. To add the voice agent to your plan, or to change your voice minutes, see Plan and billing. For a voice change, the plan page shows Book a Demo Call instead of a direct change. TextYess sets up the phone number and the agent with you.

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Choose the voice of the voice agent

  1. Open Agents → Voice Agent.
  2. In Voice Settings, select a voice: Brando, Sergio, Giusy or Cinzia.
  3. To hear a voice, click its play button.
  4. Click Publish.
After you publish, TextYess updates your voice agent. The test panel shows Syncing agent… until the update is complete.

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The phone number of the voice agent

The Dedicated Phone Number card on Agents → Voice Agent shows the number that callers use to reach your voice agent. TextYess assigns this number to you. Click Copy to copy it. If the card shows No phone number assigned yet. Contact support to get one., contact TextYess support.

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What the voice agent knows about your store

The voice agent uses your shared Brand info and the Q&A, web pages and documents of your knowledge base. To change what it knows, edit the knowledge base. On the Voice Agent page, click Open Brand Information to open it. If your plan includes neither WhatsApp nor the onsite agent, the Knowledge Base page shows Unlock Knowledge Base instead of your content. When you save Brand info, TextYess updates the voice agent automatically. The Voice Agent page has no settings for the agent’s name, rules or tools. To change them, contact TextYess support.

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Test the voice agent in your browser

The Test Voice Agent panel on the right of Agents → Voice Agent lets you talk with your agent in the browser.
  1. Click the call button (Tap to start).
  2. Allow microphone access in your browser.
  3. Talk to the agent.
  4. To stop, click the button again (Tap to end conversation).
If the panel shows Agent not ready, save your settings first. If it shows Sync failed, click Publish again. If the problem continues, contact support. If your browser blocks the microphone, the panel shows Microphone access denied. Please allow microphone access.

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Where voice calls show in the dashboard

Voice calls show in the Inbox, with the channel Voice. Each call shows its duration, the transcript and the status: Successful or Escalated. Click Call back to call the customer. Browser tests can also show in the Inbox, as calls from Unknown caller. To download call transcripts, use Export conversations in Settings → Organization.

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Voice minutes for the voice agent

Your plan includes a number of voice minutes. The Usage menu at the top of the dashboard shows Voice minutes.
  • Each call counts in seconds, rounded up to the next full second. The dashboard shows whole minutes.
  • Browser tests do not use voice minutes.
  • When 20% or less of your minutes are left, the Voice Agent page shows Running low on voice minutes. with an Upgrade button.
  • When no minutes are left, it shows Voice minutes depleted.
On a monthly plan, voice minutes reset on the first day of each month. On an annual plan, they renew once a year, on the first day of the month after your plan’s yearly anniversary.