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Building an AI Agent in Phonely
Learn the concepts
Phonely combines three core systems that work together in every call.- Your agent configuration defines the voice, tone, and knowledge it uses.
- Your workflow (flow) defines the conversation logic.
- Your data and integrations turn calls into real business actions.
Create an agent
Create new agents to manage calls, collect data, and automate workflows for a specific team, service, business area, or campaign.
Pick your voice
Select a voice, import voices from supported providers, or create custom clones that match your brand and customer experience.
Add your knowledge
Upload FAQs, SOPs, pricing details, and policy documents so Phonely can answer questions using your real business content during calls.
Build the call flow
Build your workflows visually with blocks for speaking, asking questions, collecting data, filtering calls, calling APIs, routing, and ending calls.
Capture key variables
Collect caller details such as name, phone number, email, or order number, then reuse them in logic, integrations, follow-ups, and reporting.
Route and transfer
Send callers to the right path using routing, warm or cold transfers, escalation logic, and fallback handling to keep calls moving toward resolution
Connect your tools
Trigger actions across calendars, APIs, sheets, webhooks, payments, email, and SMS using the same variables collected during the call.
Analyze call performance
Use analytics to monitor outcomes, trends, call paths, data tables, and workflow events so you can understand and improve agent behavior.
Test, Analyze, Scale
Validate your agents before going live. Test workflows, review outcomes and summaries, compare, and use insights to refine behavior and scale with confidence.
Let’s build your agent right now.
Building voice AI agents has never been easier. Get started in just a few simple steps to build the AI that can automate anything, repeatedly, every single time.Create and Agent
Agents are the core of your Phonely workspace. Each agent represents a virtual assistant that can manage calls, collect data, and automate workflows using custom call flows, knowledge sources, and integrations. You can create a new agent from scratch to handle a specific business area or campaign. Navigate to the top of the main menu under the Agent section, click Create Agent. In the New Agent window, choose Create.
Pick a voice
Choose from thousands of pre-built voices, import from leading providers, or clone a custom voice in minutes to match your brand.
Add your knowledge
Upload FAQs, SOPs, pricing sheets, and policy documents into the knowledge base. Phonely uses retrieval-augmented generation (RAG) to answer questions during the call using your actual content. This allows your agent to respond accurately without hard-coding every answer into the workflow.
Design the Call Flow
Open the workflow builder and begin laying out how the call should work. Flows are visual. Each block represents something the agent does: You connect these blocks to define how the conversation moves forward. You can also use Ask AI inside the builder to generate, explain, or improve your flow while you work.
Capture variables
Use variables to define what to collect (e.g., name, phone number, DOB). Use auto-gather to collect data exactly when the block needs it. When a block needs information (name, order number, email, payment amount), the agent automatically asks the caller, confirms it, and stores it in a variable. These variables can then be:- used in logic
- sent to APIs
- inserted into emails
- logged after the call, etc.
Route, Transfer, and Escalate
Add warm transfers (with voicemail detection and fallback) or cold transfers.Route by intent, person, or department to keep every call moving toward resolution.
Integrate actions
Flows can trigger real actions using pre-built integrations. For example, you can:- Check availability or book meetings in Google Calendar
- Send or receive data via API
- Read or write to Google Sheets
- Create tickets via webhooks
- Take PCI-compliant payments
- Send emails or SMS
Publish & test
Click Publish, choose Test, or call your provisioned number to hear your agent live. Iterate fast and deploy instantly. You do not have to call from the beginning every time you want to test your workflow. You can right-click any block and choose Test from here to simulate a call starting at that point, using dummy values. This makes debugging and iteration extremely fast. Every publish is versioned so you can safely roll back or compare changes later.
Up next
Learn the core concepts used to answer millions of calls by selecting one of the following components below.Learn about Flows
Design call scripts, connect integrations, and automate logic using Phonely’s visual flow builder at scale.
Outbound Calling
Automate reminders, reactivations, and follow-up calls using the same building blocks as inbound flows.
A/B Testing
Test prompts, voices, and routing strategies, compare results, and deploy the best-performing setup.
Review structured call data
Use Data Tables to analyze calls in a structured format. Filter, sort, and review detailed records such as outcomes, durations, sentiments, call types, and other captured metadata..
Review call paths
Use Call Paths to see how calls progress through your agent. Identify the most common routes, compare different paths, and understand where callers drop off, convert, escalate, or succeed.
Track performance
Use the Performance view to monitor how your agent is performing over time. Review key metrics, compare outcomes, and identify patterns that help you improve call handling and overall workflow quality.
FAQ
How long does it take to build my first agent?
How long does it take to build my first agent?
Most users build a working voice agent in under 10 minutes using the Quick Start tutorial.
If you’re connecting integrations or APIs, expect another few minutes to authenticate and map variables.
If you’re connecting integrations or APIs, expect another few minutes to authenticate and map variables.
What if my business uses multiple software tools?
What if my business uses multiple software tools?
You can connect multiple integrations inside a single flow. For example, pull appointment data from Google Calendar, send confirmations via SMS, and log the interaction in HubSpot, all in one call.
Can I test my agent before deploying it?
Can I test my agent before deploying it?
Yes. Use the Test button on the agent design page or call your assigned Phonely number. You can hear the agent in real time, confirm it follows your call flows, and review analytics immediately after.
What if the AI gets something wrong on a call?
What if the AI gets something wrong on a call?
Check the Call History tab to view transcripts, summaries, and reasoning for every decision the AI made. From there, you can retrain your flow or tweak prompts. Each call is logged with topic, sentiment, and variable data for easy troubleshooting.
How do I connect my existing phone number?
How do I connect my existing phone number?
You can forward, port, or provision a new number with Phonely.
Most users forward their existing line to their Phonely number during setup to start testing immediately.
Most users forward their existing line to their Phonely number during setup to start testing immediately.