Your phone line, answered by the agent.

A voice agent is an AI agent that talks on the phone: it listens, answers and acts inside the company systems while the call is happening. At Victoria it answers the inbound calls to your line, places the outbound ones your team or the agent itself triggers, and uses the same tools it already has in chat. When the call ends, it lands in the customer conversation with its duration, its summary and its transcript.

Victoria's line is a real way to reach us: call and let's talk it through.

Call in progress

A conversation, not a phone menu.

A voicemail plays a message and a phone menu makes you press numbers until you reach someone. A voice agent holds the conversation: it understands what is being asked, looks it up in your system and does something about it before hanging up.

What happens when the phone rings.

The same path for every inbound call, with a single decision in the middle: if the caller already has a rep assigned, the call rings for that person first.

The line works both ways.

Most enquiries come in, but the phone also works for going out: a follow-up that went cold, a heads-up, a payment that never arrived.

Calling out, without dialling a number.

The least used half of the channel is the one that shows up most in collections and follow-ups. Who triggers the call decides who does the talking.

A phone menu does not resolve the enquiry.

Both promise that nobody is left unanswered. The difference is what happens after the customer says what they need.

The call ends up in writing.

The team does not depend on whoever picked up remembering it and passing it on. The call enters the customer conversation as one more item, right next to the messages.

Mariana Sosa

The team steps in whenever it wants.

The agent answering does not leave the team out of the call. While the conversation is happening, from the CRM, a person can listen in, speak, or take the whole call over.

What to know before turning it on.

Voice comes with conditions that chat does not have. They go here, on the page, and not after the contract is signed.

What we get asked every time.

Who picks up first, the AI or my rep?

You decide. If the caller already has a rep assigned, the call rings for that person inside the CRM first; if they do not take it, the agent answers. If the customer has no owner yet, the agent answers from the start. You can also set inbound calls to ring only on the computers that are free and have a microphone connected.

Can I listen to the call while it is happening?

Yes. From the CRM you open the live call and hear both voices without the customer noticing. From there the rep can take over the mic, mute the agent so it does not talk over them, or end the call.

Can the agent call out, or only answer?

Both. The team places the call from the CRM without dialling on a phone, and the agent itself can start an outbound call to a customer when the conversation calls for it: a follow-up, a delivery notice, an overdue payment.

Can it book appointments over the phone?

If the appointments module is on, yes: the agent books, reschedules and confirms appointments out loud, because on the phone it uses the same tools it has in chat. The same goes for quoting, taking an order or charging.

What happens to the calls nobody picks up?

They are logged as missed on that customer’s record and the lead owner gets the alert with the number that called. It is also a trigger for automated workflows: from there the call can be returned, a WhatsApp sent or a reminder created, without anyone having to go through the history to notice.

What does adding the voice channel cost?

There is no standalone rate: call volume comes in as one of the factors of the monthly subscription, along with active agents, interactions and enabled modules. It is estimated with your real call volume during the discovery meeting.

Voice does not travel alone.

Add the phone to what the agent already handles.

In 30 minutes we go over how many calls come in today, which ones are being missed and what the agent should resolve without going through a person.