To activate Fieldwork Voice and AI Agents, add AI Agents to your settings menu. To do this, go to Settings > Add-ons > AI Agents > turn it on. AI Agents will now show in your settings menu.

Fieldwork has AI built into two places: the phone system and the Inbox. On the phone, Voice AI is a conversational voice agent that answers calls, qualifies callers as new or existing, verifies identity, answers business questions, captures leads, sends payment links, shares live technician tracking, transfers to your team, and handles after-hours calls — all automatically. In the Inbox, Enhance Reply helps your team write faster responses, and Quick Actions suggests one-click shortcuts to the right record.

This guide covers how each feature works and how to set it up. Every feature is optional and turned off by default.

Voice AI is a conversational AI voice agent that answers inbound calls to your Fieldwork phone numbers. It sounds natural, speaks in short sentences, and handles the full call — greeting, qualifying the caller, answering questions, taking action, and wrapping up — without a human picking up.

​Transfer requests. If a caller asks to speak to a person at any point — or sounds frustrated with the AI — the agent immediately offers to transfer. It never argues or tries to keep the caller talking. During business hours, it connects to your ring groups. After hours, it offers voicemail or takes a message.

Go to Settings > AI Agents.

Under Voice Agent, click Configure. Under Settings, check Enable Voice AI, write your Welcome Greeting (the first sentence the caller hears when the AI picks up), choose a voice, scroll down, and press Save Settings, then Back to Telephony. This is the master switch. After enabling it here, also turn on the Voice AI toggle for at least one phone number. Under Phone Numbers, select Voice AI for at least one phone number so the agent knows which numbers to answer. Once both are on, Voice AI will answer inbound calls to those numbers as the first stage of your call flow — before ring groups and before your main account phone.

This section is found under the Training tab. This is how you teach the AI about your company. When a caller asks a question — "Do you treat termites?" "How much is a general pest treatment?" "What are your hours?" — the AI looks here for the answer. If the answer is not in this field, the AI will not guess. It will let the caller know and offer to have the office follow up. Start with the basics, then add more over time as you hear callers ask questions the AI cannot answer. See the separate Train Your Voice AI article for a full template you can copy and customize. Maximum 4,000 characters.

Under Tools, you can enable or disable specific actions the AI can take during a call:

Voice AI follows the business hours configured in Settings > SMS & Voice Calls. During business hours, the AI answers calls and can transfer to your team. After hours, the AI still answers but adjusts its behavior — it lets callers know the office is closed and offers to take a message or connect to voicemail instead of transferring.

For information about Fieldwork's Enhance Reply, an AI writing assistant built into the Inbox reply box, see AI Features- Inbox Receptionist/Enhance Reply.
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