Create a voice agent

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What you are building

A voice agent answers every call to one phone number, day or night. It greets the caller by your firm's name, answers questions from what you tell it, and then does one of three things: books a time on your calendar, transfers the caller to someone on your team, or takes a message.

You build it in a guided setup with six steps. The setup is also the editor. To change a live agent later, open it and edit the same steps.

Before you start

Two things make setup faster if they already exist:

• An event type under Booking, if you want the agent to book meetings. The agent offers open times from that event type's calendar. See Booking event types.
• Your practice areas in Settings. The agent's practice areas and service area fill in from them. See Practice areas.

You do not need a phone number first. You can get one inside the setup.

Start a new agent

1. Open Agents.
2. Click New agent. On an account with no agents, the button reads Set up your first agent.
3. The setup opens on Who answers.

Your work saves as you go. The text beside the footer buttons reads Saving… and then Draft saved with the time. There is no save button. Continue moves to the next step and marks the current one complete. You can leave at any point and pick up later from the Agents list, where the draft shows how far along it is.

Step 01 · Who answers

The agent

Voice and language

• Voice. Press play on any voice to hear it. Playing a voice does not select it.
• Voice tone and style. Pick a Starting style such as Warm and professional or Calm and reassuring, then edit the wording under How your agent should sound if you like. Enhance with AI tidies your wording without changing what you meant. Reset to default puts the original back.
• Primary language. English by default.
• Multilingual. On by default. The agent answers in whatever language the caller speaks and keeps the whole call in that language. Turn it off to keep every call in the primary language.

Call length

Longest call is 20 minutes for a new agent. Agents you set up before keep the limit they had. A minute before the limit the agent wraps up: it confirms the next step, offers a call back, and says goodbye. Choose No limit, or 5, 10, 15, 20, 30, 45, or 60 minutes.

Outbound calls

Leave Makes outbound calls off for an agent that only answers. See Let the agent place calls below.

The number it answers

Choose a Phone number. Only numbers that no other agent answers are offered. To get a new one, choose Get a new number:

1. Pick Local or Toll-free.
2. For a local number, search by city, ZIP code, or area code. A city name is enough.
3. Optionally give it a Friendly name, such as "Main office".
4. Pick a number from the list and click Get number.

One number is included with your plan. The price of an additional number is shown before you confirm. The new number is selected for the agent automatically.

The agent does not pick up calls to that number until you activate it in the last step.

Step 02 · Your firm

The agent repeats these facts to callers and does not invent others.

The practice

• Practice areas. Filled from your settings. Remove any it should not mention, or type to add one. Refill from settings pulls the latest.
• Service area. Every state, county, or city where the firm takes matters. A state covers all of its counties and cities, and a county covers its cities. The agent checks places against this list and never reads it out.
• How it describes the service area. One short spoken line for when someone asks where you are or which areas you serve, for example "Fort Worth, Austin, and the surrounding areas".
• Only take new clients in the service area. Off by default. When on, the agent finds out where a new client's matter is, and tells anyone outside the service area, kindly, that you do not currently serve their area. Existing clients and other callers are never screened. This switch needs at least one place in Service area.
• Anything else about the consultation. Where a meeting happens and how long it runs come from the event type, so the agent never guesses. Add only what is not there, such as who the meeting is with or what to bring.

Office hours

Office hours decide what counts as after hours. Set the Timezone, then either Set hours or choose Open around the clock. Add a day more than once for a break in the middle of the day. The default is Monday to Friday, 9:00 to 5:00.

Callers are in tells the agent whether to assume callers share your timezone. With Several timezones, it asks where the caller is, offers times in their time, and books the meeting on your calendar in yours. A call-back time a caller asks for is read in their time too, and the call back task shows it on both clocks when they differ.

What it knows

• Firm brief · shared by all agents. Shown here read only. Every agent uses the same brief, along with the Fees on calls choice: Never discusses fees (the default), Gives fee ranges, or Gives exact fees. Click Edit in AI Personalization to change it. In Settings > AI Personalization, Generate all drafts the brief from your website in about a minute. You choose Replace your brief, Add to the end, or Discard. The brief holds up to 3,000 characters.
• Knowledge it can look up. Pick documents, web pages, or notes from your Knowledge vault. The agent looks something up only when a caller asks a question the setup does not answer. On a brand new agent, fill in anything else first so the draft saves, then come back to this field.
• Skills. Tick the published skills this agent follows on calls, such as how your firm runs an intake call. Only owners and admins can change them. A tick saves at once and applies from the next call; it is not part of the draft you publish. On a brand new agent, save the agent once, then come back to choose its skills. Skills Superpractice sets for you show locked, under Superpractice Skills.
• Extra instructions. Anything the agent should do or say that the setup does not cover, in short plain sentences. This is where short intake rules go; put longer procedures in a skill. For example: "If a caller mentions an accident at work, ask whether they have reported it to their employer before anything else."
• What to avoid. Optional. Things it must not say or do, one rule per line. For example: "Do not quote fees over the phone."

Step 03 · Your team

List the people the agent can name, transfer callers to, and take messages for. Without a team, it books times or takes messages and never names an attorney.

Click Add a person, then fill in their row:

How a transfer works. The agent asks for what it still needs, one question at a time: the caller's name, a callback number if the line does not show theirs, then whether a brief hold is okay. The caller goes on hold only after agreeing, or after the agent tells them it is putting them on a brief hold. A yes to a different question, such as whether their number is right, never counts. The agent then calls the person's number, tells them privately who is calling and why, and asks whether they can take the call. Only a clear yes connects the caller. A question back, such as "Who is it?", or a reply such as "I'm in a deposition until four" does not. If they decline or do not pick up, the caller comes back to the agent and the next step runs. The agent never transfers to someone whose Available or Takes setting does not match the call. It takes a message for them instead.

Pick a Superpractice user under Team member whenever you can. It is what lets a message taken for that person become a task assigned to them. See Call notifications.

When a caller asks for an attorney

Many callers ask for "an attorney" or "a lawyer" when what they want is help with a legal matter, so the request alone does not decide where the call goes. This is the same whether they ask for any attorney, describe one, or name one. Anyone on your team whose Role is Attorney, Partner, or Founder counts.

Unless it is already clear, the agent first finds out, in its own words, whether the caller already works with the firm or is calling about something new. Until it knows, it does not offer a hold or start a transfer.

The agent does not ask when the caller has already said they are a client or that the attorney handles their matter, is calling to join a meeting or call they already have with the firm, or is calling on business, such as from a court, another office, or a vendor. Those callers are routed as before.

Asking for "a real person", "someone in the office", or someone who is not an attorney, such as a paralegal, works as before.

Steps 04 and 05 · Business hours and after hours handling

These two steps ask the same questions, once for when the office is open and once for when it is closed.

What the agent does for a new client

If an option needs something that is missing, the setup says so under it, for example "Needs an event type. Choose one below." or "Needs a person available at this time. Add one on the Your team step."

With Transfer to a person, choose who gets callers who do not ask for anyone by name. Callers who ask for someone by name still go to that person.

Callers with a meeting already booked. When a caller asks to move a meeting, the agent looks it up only by the number they are calling from, never by a number or email they say aloud. It asks their name and checks it against the booking without saying the name on file. If the name does not match, it treats them as a new caller and reveals nothing about the meeting. When it matches, the agent moves the same booking, and the call shows Meeting moved. If the caller says nobody from the firm turned up for their meeting, the firm is told. See Call notifications.

Existing clients. The agent works out whether a caller is an existing client from what they say and from your contacts. Choose Handled differently to give existing clients their own plan, such as going straight to a paralegal.

Other callers. Vendors, sales calls, recruiters, courts, opposing counsel, and other offices. The default is Take a message. With End the call politely, courts, opposing counsel, and other law offices still get a message taken.

If nobody picks up. Required. The steps tried in order when a transfer is not answered: Take a message, Schedule, Transfer to someone else, Keep helping, or End the call with a message. The default is to take a message.

The calendar it books into. Choose one Event type. It is used for every booking, day or night. Hosts, buffers, and confirmation emails come from that event type.

Each step shows a one-sentence summary of your choices, such as "During business hours, callers book a time." Read it as a check that the plan is what you meant.

After hours, only people marked After hours or Any time on the Your team step can take transfers. Most firms book a time after hours.

Step 06 · Review and activate

The last step shows every setting in one place, with an Edit link on each section.

1. Read the summary the way a caller would hear it.
2. Check Before it goes live. If anything is missing, each problem is listed with the step that fixes it. Click one to jump there. Activate turns on once they are fixed.
3. Click Activate, then confirm. The agent starts answering its number right away.

Problems under Worth fixing, does not block are advice. They do not stop you from activating.

Test it

Call the number shown under Test call from your own phone. Listen to the greeting, then ask for a time or ask for a person. Until the agent is active, the number answers the way it did before.

Try at least these calls before you tell anyone the number:

• a new client who wants a meeting
• a caller who asks for someone on your team by name
• a call outside office hours
• a question the agent should answer from your knowledge

Then check Call History for the summary and transcript, and confirm the right people received the call summary. See Call notifications.

Change a live agent

Open the agent from the Agents list and edit any step. Edits save as a draft and callers keep hearing the live version until you publish. The one exception is Skills: a tick there applies from the next call.

1. Make your changes. The footer shows Draft saved.
2. Click Publish changes. It appears in the footer of every step and on the review step as soon as you have an unpublished edit. With nothing to publish, a live agent shows only Pause.
3. Confirm. Everything you changed across every step goes live together. The next call uses the new setup. Callers already on the line finish on the version they started with.

Pause, resume, and delete

• Pause from the review step or from the agent's menu in the Agents list. While paused, the agent does not answer and calls to its number ring through the way they did before.
• Resume puts it back on.
• Delete removes the agent and its setup. Call history stays. A live agent must be paused before it can be deleted.

Let the agent place calls

An agent can also call people, from the same number it answers.

1. On Who answers, turn on Makes outbound calls.
2. Review First thing it says on a call it places. This is said the moment the person picks up. Click Use the default to restore the standard opener.
3. Leave Texts first on to send a short text a moment before it dials, so the person knows who is calling and why. It never texts someone who has not agreed to texts.
4. Publish your changes.

Once the agent is live, test it from the review step: under Or have it call you, enter your phone number and click Call me.

A procedure can then have this agent call someone as one of its actions.

When it calls

• Calls you ask for keep your calling window. Call now on a contact and Delegate to AI on a task use Settings > Calling & Messaging > Outbound Call Window, applied on the contact's own clock. Turn on No outbound calls on weekends to keep Saturdays and Sundays free. A call asked for outside the window says when it can go.
• Procedure calls keep the legal hours only. The calling window does not apply to them. See When procedures text and call.
• Every call keeps the legal hours. No call rings anyone outside the hours the law allows where they are, whatever the window says.

Two things to know:

• Registration. If your firm's business texting registration is not approved yet, or a toll-free number is not verified, the review step warns that carriers may label your calls as spam risk. Finish registration under Settings > Compliance. This is a warning, not a block.
• Fit. An agent that only takes messages is a poor fit for placing calls, because the person is already on the call. The review step points this out. Booking a time or transferring works better.

Settings that live elsewhere

Recording and the AI notice

These settings are under Settings > Calling & Messaging. They apply to every agent at the firm. Only owners and admins can change them, and they save as you change them.

AI Agent Call Notice. A short notice played before your agent speaks, on calls it answers or places. The default is "This call is recorded for quality assurance and may be handled by an AI assistant." Leave the field blank to use the default.

• Skip AI notice on inbound calls is for firms whose phone system already plays its own recording notice. Outbound calls are not affected.
• Skip AI notice on outbound calls stops the notice on calls the agent places. Inbound calls are not affected.

Both are off by default. Turning one on asks you to confirm that your firm takes responsibility for call-recording and AI-disclosure rules on those calls, including in two-party consent states for outbound calls. Skipping the notice does not stop recording.

How Callers Learn the Call Is Recorded.

• Play a notice (the default) plays the notice above first.
• The assistant mentions it naturally plays no notice. The agent mentions the recording once, in its reply to the other person's first words, and recording starts only after that. It never says it to a voicemail greeting.

If someone asks not to be recorded. In either mode, recording stops and nothing recorded is kept. Only the call summary is kept, and the call shows "No recording for this call".

Don't Record Calls With Clients. Off by default, so calls with clients are recorded like any other. When on, the agent neither records nor plays the notice on a call with a contact marked Client, and only the summary is kept. See Clients.

Record Inbound Calls covers calls your team answers. It does not change AI agent calls.

Privacy on calls

Calls are recorded and transcribed unless a setting above or the caller's request turns recording off. The live conversation is handled by a real-time voice model that is not covered by zero data retention yet. The provider processes it under its standard API terms: it does not train on the content, and it may keep it for up to 30 days for abuse monitoring. The summary written after the call does run under zero data retention. Recordings and transcripts are kept in your workspace while your account is active. See Data retention & AI privacy.

If something is not working

• Activate is greyed out. Look under Before it goes live on the review step. Wait for Draft saved to appear, since an unsaved draft cannot activate.
• No phone numbers are offered. Every number is already answered by another agent. Choose Get a new number, or free one up by changing the other agent's number.
• "Book a time" says it needs an event type. Create one under Booking, then choose it under The calendar it books into.
• "Transfer to a person" says it needs a person. Add someone on Your team whose Available setting covers that time of day.
• My edits are not what callers hear. Edits stay a draft until you click Publish changes.
• A teammate's number is rejected. Transfer numbers must be US or Canada numbers with the country code.
• New agent says subscribe. Your plan does not include another agent. Open Settings > Billing.

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