Build and operate voice agents
iCallAgent is the dashboard for building a voice agent that can talk with callers, use your business knowledge, and take action through tools. Build the agent first; decide how callers reach it afterwards.
Build an agent 10 min
Create an agent, write its behaviour, select a voice, and talk to it in the dashboard. Quickstart →
Test and improve it
Use the Test tab for behaviour, then make a real call for audio and telephony. Testing your agent →
Reach callers
Put the agent on a website, assign a phone number, or run an outbound campaign. Deployment options →
What is iCallAgent
A dashboard-first platform for turning your business information and workflows into an agent that can hold a real voice conversation.
An agent has five practical parts:
| You configure | It controls |
|---|---|
| Behaviour | The system prompt: who the agent is, what it can handle, and when it should stop. |
| Voice | The provider, voice, and delivery settings callers hear. |
| Knowledge | Documents it can search for business facts during a call. |
| Tools | Actions beyond speaking: look something up, book, transfer, or update another system. |
| Channel | How someone reaches it: dashboard Test tab, web widget, a phone number, or an outbound campaign. |
Start with behaviour and voice. Add knowledge and tools once the basic conversation is right. Add a caller channel only when you are ready to use it.
Dashboard paths in the guides
Operator pages spell out the click path like the product UI: left sidebar → group → page → tab → button. For a full map see Navigate the dashboard. Always prefer the labels you see in the app (Agents, + New Agent, First message, Start test call, and so on).
How voice agents work
Every call runs on a real-time pipeline, hosted on Cloud Run, that chains three models together:
Speech to Text ASR
Converts the caller's voice into text the model can read, in real time.
Large Language Model LLM
Reads the transcript, tools, and knowledge base, then decides what to say or do next.
Text to Speech TTS
Turns the reply into natural speech and streams it back with minimal delay.
Underneath, voice-activity detection, barge-in handling, and echo cancellation keep the conversation feeling natural. The pipeline targets a round trip of around 700ms — the models and TTS provider you pick, and how many tools a turn calls, move that figure. See How a voice agent works.
Key capabilities
- Low latency: real-time pipeline targeting a ~700ms round trip, with barge-in support
- Your own knowledge base: upload docs, the agent answers from them instead of guessing
- Tool calling: CRM, calendar, Slack, Google Sheets, and custom MCP tools, callable mid-call
- Model choice: mix and match ASR, LLM, and TTS providers per agent, not locked to one vendor
- Bring your own telephony: SIP trunk, BYOC, or a Twilio/Telnyx number, your choice
- Compliance built in: consent tracking, do-not-call lists, and AI-disclosure scripts for outbound
Choose how callers reach the agent
Phone number
Assign a Twilio, Telnyx, or SIP number and the agent answers or places real calls.
Web widget
Embed the same agent on your site as a browser widget, no phone number needed.
Use Cases
Customer support Inbound
Answers common questions from your knowledge base, and escalates when it can't help.
Appointment reminders Outbound
Calls contacts ahead of a booking to confirm or reschedule, on a set schedule.
Billing & payments Inbound
Looks up an account, explains a charge, or takes a payment, all in the call.
Lead qualification Outbound
Calls new leads, asks qualifying questions, and logs the outcome straight to your CRM.
Which path is right for you?
| If you want to… | Start here |
|---|---|
| Build and hear a first agent without a phone number | Quickstart |
| Understand the dashboard before configuring anything | Build your first agent |
| Add business facts without making the prompt huge | Knowledge base |
| Connect a CRM, calendar, or internal workflow | Tools |
| Ring a phone or call a list | Phone numbers and Campaigns |
Building with code
The guides above are for operating agents in the dashboard. If you are integrating iCallAgent into your own product or automation, use the developer documentation instead: