This capability is in beta. Behavior can change before general availability.
Before you start
Before you start, sign in to the dashboard and select the organization you want to work in.- Voice is on for your organization. See Who can use voice agents.
- Your role includes Build chat agents, voice agents, knowledge bases & tools.
Create the voice agent
1
Open Voice Agents in the sidebar and select New voice agent
The New voice agent dialog opens.
2
Enter a Name
The name shows in the voice agent list and in call history.
3
Choose the Type
Single prompt is one prompt for simple, open conversations. Conversation flow uses flow nodes and transitions for structured tasks.
4
Choose the Language and the transcription Model
Flux is selected by default when it supports the language. Otherwise, Nova-3 General is selected when it supports the language.
5
Choose a Voice
The voice is what callers hear. You can change it later.
6
Optional: describe the task in What should this agent do?
Tars turns this description into the first draft of the voice agent’s instructions. The limit is 500 characters.
7
Select Create
The voice agent opens on its Agent page as a draft.
Import a voice agent instead
Import agent… on the Voice Agents page creates a voice agent from a Tars agent JSON export. Choose the Agent file, enter a Name, then select Import agent. Review the imported settings in the voice agent before you publish it. To load an export into an existing voice agent, open it and select Import JSON… from the more actions menu. Tools and knowledge bases are matched by name. Anything that does not exist in your organization is flagged so you can fix it after the import. The import either replaces the selected draft or creates a new draft, as you choose. Live calls are untouched until you publish.Write the prompt
A single prompt voice agent opens on its Agent prompt. Write who the voice agent is, what it must do, and what it must never do. Select Insert variable or Insert tool to place a variable or a tool name in the prompt. When the voice agent follows steps, split the prompt into conversation states:- A conversation state is one step of the call, with its own instructions.
- The Starting state is where a new call enters.
- A transition moves the caller to another state when its condition is met. Select Add transition on a state, then describe the condition in When should this happen?.
- Capture when moving records values from what the caller already said when the call takes a transition. If a required value is missing or not valid, the call stays in the current state.
Set the opening line
The Welcome message decides how the call starts.Set the voice, language and model
The toolbar above the prompt holds these controls:
With a speech-to-speech model, Fall back to a standard model if speech-to-speech fails keeps the call going on your saved standard model and a compatible voice.
Update the Handbook preset text
Each voice agent keeps the version of the Handbook text it started with. A new voice agent starts on the latest version. An existing voice agent stays on its version until you update it and publish.1
Select Handbook in the toolbar
The footer shows Preset text version and the version number.
2
Select Update preset text
The button shows only when a newer version exists. The update changes your draft, not the live version.
3
Publish the voice agent
New calls use the new text. See Publish a version.
Configure the settings
The settings rail on the right of the Agent page groups every other setting.
Interruption sensitivity at 0 means the caller never interrupts by speaking. Keypad presses can still interrupt.
Fallback voice
In Security & storage → Defaults, Fallback voice if the main voice fails sets the voice a call uses when the main voice is not available. Choose Pick automatically or Choose myself. With Fallback from another provider, the fallback voice comes from a different voice provider.Members who handle calls
Under Call settings → Access, choose the members who can handle or listen to this voice agent’s calls. Only members with live chat access can be chosen. An empty selection gives nobody access. Saving the list applies at once and does not publish a version.What each call keeps
What to keep from each call has three options:
Your organization’s Voice calls policy sets the most any voice agent may keep. A voice agent can keep less. See Set the voice call policy.
When Record calls is on, Tell phone callers sets how phone callers hear about it. The options are Nothing, Announce once, Ask to say yes and Ask to press 1.
With End phone calls if the caller refuses, the call ends when the caller does not agree. The notice and consent for web callers are set in Design → Call screen.