The phone agents: missed-call text-back & the AI receptionist (beta)
Point your number's Voice webhook at Service VIN and two agents can work the phone: one texts back every missed call, the other — an opt-in beta — answers like a receptionist and drops a lead.
AI & automations13 in this section
Two things can happen when your number rings. Call forwarding keeps humans first: an inbound call rings the real phone you set in Settings → Phone numbers, and only a miss triggers the text-back — which is an automation you can read and reword, so a busy install day never costs you the lead. The Voice Agent goes further — it answers the call itself, chats with the caller in your shop's voice, captures their name, vehicle and service, then drops a ready-to-work lead in your pipeline with the full transcript attached.
Side by side
Wiring up the phone
- 1
Get the rails in place
Both need a number of your own — buy one in Settings → Phone system, the same rail your SMS sends use.
- 2
Connect the Voice webhook
On the Voice Agent's page, tap Connect voice to this number. That one button points your number's Voice webhook at Service VIN on Twilio — no dashboard spelunking. It's disabled until Twilio and a number are in place.
- 3
Configure and switch on
Set Forward calls to in Settings → Phone numbers and switch on the missed-call automation — or set the Opening line on the Voice Agent and flip its toggle.
If both are on, the Voice Agent answers
They share one webhook, so calls route by priority: Voice Agent first when it's enabled, otherwise your call forwarding rings and the missed-call automation texts back. And with no forwarding number set there is no human to ring — so the caller is texted back right away instead.
Troubleshooting
Calls to my Service VIN number don't reach either agent.
Why: The number's Voice webhook was never pointed at Service VIN.
Fix: Tap “Connect voice to this number” on the agent's page — the Voice-webhook row in Before it can run should flip to a checkmark.
Missed calls never get a text back.
Why: The text-back rides the SMS rail, which needs the Automated-messaging (A2P) toggle on — the voice webhook alone isn't enough.
Fix: Finish messaging setup in Settings → Messaging; the agent's prerequisites list shows exactly what's missing.
The Connect button is greyed out.
Why: Twilio isn't connected or no number is provisioned yet — there's nothing to configure.
Fix: Complete those two steps in Settings → Messaging first, then come back.
Inbound calls never ring my cell.
Why: The Forward calls to field is blank or not in +1 format, so the Responder skips straight to texting back.
Fix: Enter your real phone as e.g. +14035550134 under Settings → Phone numbers (“Ring my phone when a call comes in”) and save.
Common questions
Where do the Voice Agent's leads show up?
In your Leads pipeline like any other lead, with the caller's name, vehicle and service filled in and the call transcript attached — ready to quote.
Can I customize what the Voice Agent says?
Yes: the Opening line field sets its first words (leave blank for a friendly default), extra instructions steer the conversation, and your shop voice shapes its overall tone.