AI Voice Agents

An AI voice agent answers a normal phone number or internal extension and holds a spoken conversation in real time. Depending on its configuration, it can answer questions, collect information, end the call, or transfer you to a person.

Calling An Agent

Every AI agent has its own extension number. Dial the extension from any phone registered on the PBX, or call a public number that an administrator has routed to the agent.

For Telnyx, the internal address is sip:<extension>@<company-subdomain>.sip.telnyx.com. No external phone number is required for that SIP/WebRTC call.

Speak normally after the greeting. You do not need to wait for a long reply to finish: start speaking and the agent will stop its playback and listen to the new turn.

The agent answers in one or two short sentences and asks one question at a time. It does not repeat your words back to you, does not comment on the connection, and ends the call after two unanswered prompts instead of repeating itself.

Transfers

If a human transfer is configured, ask to speak with a person. The agent will first ask why you are calling and collect the relevant context. It then briefs the employee privately and bridges the same call. During that private briefing, the caller hears transfer progress or ringback. If the employee's SIP/WebRTC phone is not registered or transfer is otherwise unavailable, the agent offers to register the request rather than disconnecting you.

If the transfer is attempted but does not connect — the employee is busy, declines, or does not pick up — the agent says so and returns to the conversation, offering to register your request. It does not leave you waiting in silence.

A personal receptionist transfers to its manager. A company receptionist may replace an IVR and route to configured departments such as Sales, Quality, or the Director.

Caller Recognition

When exactly one Odoo contact has the caller's phone number, the agent may use that contact's name but must ask the caller to confirm it. If several contacts share the number, the agent does not guess a name.

Conversation Language

An administrator can configure the agent to use the language of the single contact matched by phone. The first greeting is then prepared in that Odoo contact language, and the agent may follow the caller if they clearly switch to another language. Unknown or ambiguous callers start in the agent's fallback language.

The contact language is maintained on the Odoo contact. A multilingual agent also needs automatic or multilingual speech recognition and a TTS voice that can actually speak the required languages; changing only the prompt does not make an English-only voice multilingual. Administrators pick the voice from the list of voices available to the account — searchable by name, gender or identifier, with cloned voices listed under their own name — and can play a sample before saving. They may also configure a voice language hint and, for Telnyx Ultra voices, expressive delivery. Speaking speed is limited to the 0.5-1.5 range; a faster or slower setting than the chosen voice supports leaves the agent unable to speak its greeting, and such calls end right after being answered. Playing the sample is the quickest way to catch that before the first caller does.

Call History And Recordings

Calls to AI agents appear in Connect -> Calls like any other call. When recording is enabled, the conversation is recorded and shows up under Recordings on the call form.

When the agent itself fails — for example it cannot speak its greeting and the call ends after a second — the call form shows an Error tab with the reason reported by the provider. Without it such a call looks like a normal, very short conversation.

For a Telnyx AI agent, the same recording contains the downloaded audio, the Telnyx conversation transcript, and the Telnyx insight summary. Since the transcript is already complete, Odoo does not send that audio to OpenAI for a second transcription. What the summary focuses on, and the language it is written in, follow the summary instructions your administrator configured in the Telnyx settings.

Dograh agents may also expose the full workflow-level transcript in the Dograh dashboard. Ask your administrator for access.

What The Agent Can Do

The agent's behavior, including greetings, questions, business logic and API calls, is controlled by the agent configuration selected by your administrator.