Voice AI
Configure call settings, transfers and phone behaviour
Control duration, audio, keypad input, transfer rules and safe escalation for real phone conversations.
Before you start
- Create and test the base Voice Agent.
- Prepare a valid transfer number in E.164 format.
- Agree on maximum call duration and escalation coverage.
Step by step
1
Set conversation timing
Configure supported silence, interruption and maximum-duration controls for the use case.
2
Choose background audio
Use background sound only when it improves the experience and does not hide poor audio quality.
3
Configure keypad and normalization
Enable DTMF or speech normalization only when the workflow requires it, then test real devices and accents.
4
Define transfer conditions
Specify when a transfer is allowed, what context is collected first and what the caller hears during escalation.
5
Test failure paths
Call when the destination is unavailable, the number is invalid and the maximum duration is reached.
Verify the result
- The caller hears a clear transfer message.
- The destination receives the call when available.
- Unavailable transfer destinations produce a safe alternative.
Common issues
- Transfer fails: Check E.164 formatting, provider permissions and destination availability.
- Calls end too early: Review silence and maximum-duration settings.
- Keypad input is missed: Confirm DTMF support across the selected call path.
Important: Never promise a successful transfer until the call provider confirms that the destination leg was connected.
Next: Connect Twilio and a number
Continue with the next recommended FADA guide.