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Create an AI voice agent entirely from your OpenCX dashboard.

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Prerequisites

  • Voice settings write access to create or change an agent.
  • A verified phone number under Settings → Phone Numbers if you plan to assign an inbound number. Agents can also be created without a number for -only or outbound-only use.

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Go Live

1

Open The Phone Channel

Go to Channels → Phone and click Create Agent.
2

Name Your Agent

Give the agent a descriptive name (e.g. “Sales Qualifier”, “Support Line”).
3

Choose Voice And Language

Select a voice from the voice library and pick the languages the agent speaks, in any combination. Multi-language agents can switch languages during a call based on the caller. Optionally set a background noise preset (office, bar, city-street, or none).
4

Write Instructions

Define what the agent should do. You can write free-text instructions or use the to create a structured call flow with branching logic. See Agent Configuration for details on both.
5

Set A First Message

Set the — this is the agent greeting for the call (e.g. “Hi, thanks for calling Acme Support. How can I help?”). Defaults to “Hello?” if left blank.
6

Save The Agent

Click Create. The agent is saved and ready to configure further. Any required voice-instruction or knowledge preparation continues in the background.
7

Select Knowledge Sources

Open Knowledge Sources on the agent page and check the instructions and knowledge the agent may use, then click Save. A new agent knows only its own instructions until you select sources. See Knowledge Sources.
8

Assign An Inbound Number

Under in the agent settings, assign one or more verified phone numbers. Each number can only be assigned to one agent. For BYOC numbers, see SIP Integration.
9

Make A Test Call

Wait for required preparation to complete, then choose Test → Talk via web to call the agent directly from your browser. Verify the agent answers, follows instructions, and behaves as expected.
Agents are created without purchasing a separate phone number. Assign a verified number from Settings → Phone Numbers, or use SIP trunking to route calls from your own carrier.

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Test Calls

Choose Test → Talk via web on the agent page under Channels → Phone → Agents. This calls the agent directly from your browser — no phone number needed. A loading indicator inside Test means your agent is being prepared. Hover over the button or focus it with the keyboard for an explanation. Testing becomes available when everything required by your saved settings is ready, even if you reload the page. See Saving and preparation. Test calls help verify:
  • The agent answers and speaks the first message
  • Instructions are followed correctly
  • The selected knowledge sources are used
  • Transfer destinations work
A browser test does not validate a phone number, caller ID, or carrier route. Before going live, place a real inbound call and an outbound call if you will use both. Verify transfers and recording settings separately. See Numbers and routing.

Agent Configuration

Voice, flow builder, knowledge sources, actions, and transfers.

Inbound Calls

How calls are routed to agents and what happens during a call.

SIP Integration

Bring your own carrier with SIP trunks.