Admin guide: Configuring AloAi Voice Agents

Log in to Aloware admin and navigate to the AloAi Agents menu.

Click the +New Agent button to create a new bot.

In the Agent Type Modal, select Voice as the communication method. This step ensures your bot will function exclusively through phone calls, not SMS.

Defining communication direction

Choose whether the AloAi Voice Agent will focus on inbound or outbound communication.

Inbound - use this for answering incoming customer calls to address FAQs, confirm appointments, or gather initial customer details. Useful for customer support teams or FAQ-heavy interactions.

Outbound - assign the bot tasks such as making automated follow-ups, calling leads, or collecting customer feedback. Best for sales, marketing follow-ups, or re-engagement campaigns.

Learn how to enroll contacts individually or in bulk for outbound interactions in this guide.

Communication type

Default outbound line - choose the phone line that the bot will use when making outbound calls. Ensures the bot's calls consistently use a branded caller ID, improving trust and reducing customer confusion.

AI Model for calls - select the model that aligns with your use case. For instance, choose Claude AI when sensitivity and context are critical, such as legal or medical industries. Open AI for advanced natural interactions.

Language - Ensure the bot can communicate with a global audience by selecting one of the supported languages.

Select voice - pick from a variety of preset voices for your bot, allowing you to align its tone and personality with your brand image.

Engagement expiration - define a time limit for the bot to stay active after no activity. After the time set (e.g., 10 minutes) the bot will automatically disengage from idle conversations.

Responsiveness - adjust how quickly the bot responds after a user finishes speaking. This setting allows for a natural conversational flow by minimizing delays while avoiding interruptions.

Example: Set a 1-second response time for dynamic engagement for a more conversational pacing.

Interruption sensitivity - control how easily the bot allows users to interrupt its responses.

High sensitivity ensures the bot pauses if a user starts speaking mid-response, which is useful for live, fast-paced interactions.

Low sensitivity ensures that the bot completes its responses without interruptions, making it better for providing complete, detailed information.

Custom functions - enable AloAI Agents to execute tasks via API integrations, allowing dynamic data processing and personalized interactions. Admins can configure API calls, variables, and responses to streamline automation.

Greeting message - craft a personalized opening message that welcomes and engages customers. You can include variables, such as a customer’s name for personalization.

Instructions - provide clear instructions for the bot's behavior. Define the tone, prioritize specific keywords, and outline logic for resolving or escalating issues. For example:

"Only answer questions related to pricing, and escalate delivery issues to the team."
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This ensures the bot stays focused on its assigned tasks and properly manages exceptions by routing them.

Assign tools - you can attach specific actions to your bot to enable task automation during conversations. When configured, the bot will automatically trigger these actions based on user interactions.

These actions include:

Knowledge base files - upload files such as FAQ documents, manuals, or troubleshooting guides in supported formats like PDF or DOCX. The bot uses this information for context when answering questions, ensuring accurate and detailed responses when customers ask about product details or common issues.

Working hours - set the specific hours when the bot is active and allowed to communicate with customers. By default, the bot operates 24/7 unless you configure custom working hours. The schedule follows your company’s configured local timezone (e.g., America/Los Angeles).

Restricting the bot’s availability ensures it does not respond outside of business hours, preventing unresolved conversations when your team is unavailable for escalations.

US National holidays - enable or disable the bot's availability during national holidays. Turning this off ensures the bot matches your holiday schedules, reducing the chances of user frustration during closed periods.