Chat & Voice overview
Find your way around Chat & Voice, from AI agents, knowledge, and the chat widget to phone numbers, calling, recordings, and texting registration.
Chat & Voice is where you build AI agents that answer calls and website chats, set up phone numbers, make calls from your browser, and register your business for texting. This page helps you find the right screen and set things up in a sensible order.
Before you begin
- Plan: Chat & Voice requires a paid plan. Some items, such as Knowledge in a sub-account, depend on your plan tier.
- Role: some actions, such as buying numbers or paying for texting registration, are limited to admins and owners.
- Credits: calls, texts, numbers, and some AI features use workspace credits.
Find your way around
Open Chat & Voice in the main sidebar. The Overview page shows every area in four groups. Each row is a link: select anywhere on a row to open that page. The same items appear in the Chat & Voice sidebar.
| Group | Row | What it's for |
|---|---|---|
| Build | Agents | Set up an agent's behavior, voice, tools, and where it's used. |
| Build | Knowledge | Manage the documents and websites agents use to answer questions. |
| Build | Chat Widget | Put an agent-powered chat bubble on your website. |
| Operate | Audiences | Choose the CRM audience for outbound calls. |
| Operate | Phone Numbers | Buy numbers and choose who answers them. |
| Operate | Power Dialer | Run a guided calling session through a list. |
| Operate | Campaigns | Plan and manage outbound calling campaigns. |
| Operate | Automations | Connect calls and messages to repeatable automations. |
| Review | Recordings | Review completed calls, transcripts, and outcomes. |
| Review | Analytics | Track usage and performance. |
| Compliance | Messaging Compliance | Register your business, texting campaign, consent process, and numbers. |
Select Create agent at the top of the Overview to start a new agent right away.
Some items can be hidden by your role, plan, country, or rollout. If something is missing, see feature availability.
Recommended setup order
- Pick one job for your first agent, such as answering questions about opening hours and booking appointments. Name a teammate who owns it.
- Write clear instructions: what the agent can and can't say, and when to hand off to a person. See Build and operate an AI agent.
- Add a small, trusted knowledge base with current FAQs and policies. See Knowledge and Chat Widget.
- Add only the actions it needs, such as calendar booking. See Calendar booking and in-call SMS actions.
- Test it privately before giving it a public number or widget.
- Connect a channel: a chat widget on your site, or a phone number. See Phone numbers, Power Dialer, and outreach.
- Register for texting if the agent or your team will text US contacts. See A2P 10DLC registration.
- Launch to a small audience and review conversations, recordings, costs, and handoffs every day at first.
Worked example: an after-hours receptionist
A physiotherapy clinic wants calls outside opening hours answered.
- Under Agents, they select Create Agent and write a prompt: greet callers, answer questions from the clinic's FAQ, and offer to book an appointment.
- Under Knowledge, they create a knowledge base with their FAQ and price list, then attach it on the agent's Knowledge tab.
- They add a calendar booking action linked to their Cal.com event type.
- They make test calls from a staff phone, including one where the caller asks something the agent shouldn't answer.
- Under Phone Numbers, they buy a local number, open Call setup, and choose AI agent answers.
- For the first week, they review every call in Recordings.
Plan for human accountability
Every agent that talks to customers should have:
- A named owner who keeps its instructions and knowledge up to date.
- A tested way to hand off to a person.
- A way to stop new traffic without deleting the agent, for example by pausing the number or turning off the widget.
Use the agent instructions and test matrix to keep a record of each change.
Don't launch after one good test
Test interruptions, silence, confusing requests, questions the agent shouldn't answer, requests to stop, wrong numbers, and failed bookings. Listen to the recording, not just the live call.
If something goes wrong
| What you see | What to do |
|---|---|
| A page asks you to upgrade | Chat & Voice needs a paid plan. See Workspace billing and usage. |
| Knowledge tab is missing on an agent | Your sub-account tier may not include it. Ask your agency or admin. |
| A number doesn't ring the agent | Open Phone Numbers, check the status is Ready, and check Call setup. |
| Texts don't send | Finish A2P 10DLC registration and activate the number. |
| Calls or texts are paused | Check the Phone safety & health card for a hold. |
FAQ
Can one agent handle both calls and website chat?
Yes. The same agent can be assigned to a phone number and power a chat widget. Test each channel separately.
Where do agent conversations show up?
Calls and chats appear in Inbox under the matching channel, and completed calls also appear in Recordings.
Guides in this section
Build and operate an AI agent
Create an agent, write instructions, test it, and launch safely.
Knowledge and Chat Widget
Give agents trusted information and add a chat bubble to your website.
Calendar and SMS actions
Choose between calendar booking and texting during calls.
Calendar booking actions
Let an agent book Cal.com or Calendly appointments.
In-call SMS actions
Let an agent text a caller a link or reference during a call.
Phone numbers, Power Dialer, and outreach
Buy numbers, set up call handling, and make browser calls.
A2P 10DLC registration
Register your business and campaign so you can text US contacts.
Next step
Create your first agent: Build and operate an AI agent.
Next step
Keep moving
Open the relevant Spacebrain screen or contact support if you need help.
Last updated on
Unmatched senders and Outbox
Match unknown email and messaging senders to the right CRM lead, set sender rules, and use the Outbox to check what was sent before you resend.
Build and operate an AI agent
Create a voice or chat agent, write clear instructions, set up voice and call options, test it, connect a phone number or widget, and launch safely.