# VoxOne

**Introduction**\
Skyone VoxOne is a voice communication add-on integrated into Skyone Studio, allowing AI agents to interact with customers and users over the phone in real time.\
It enables secure, traceable, and professional-quality automated voice service.

**Purpose**\
VoxOne was developed to give voice to AI agents created in Skyone Studio, enabling them to:

* Connect agents directly to phone calls;
* Automate service, billing, scheduling, and support flows with advanced agent branching and logic (Advanced Agent Branching and Flows);
* Monitor transcripts and metrics in the Studio dashboard, with full storage of conversation history and audio recordings (Conversation History);
* Increase operational efficiency and reduce human service costs.

**Included in the package:**\
📞 1,000 monthly call minutes (outgoing or incoming);\
☎️ A dedicated phone number for your agent or operation;\
⚙️ Assisted setup by the Skyone team for configuration and integration with your automation flow in Studio.

***

#### **How to access**

To access and configure VoxOne:

1. Log in to **Skyone Studio**.
2. In the sidebar menu, click **VoxOne**.

On this screen, you’ll find all agents created for voice interactions.

3. To create a new agent, click **+ New Agent**.

<figure><img src="/files/VHxWHTxRGSFQ0Pyq4JAy" alt=""><figcaption></figcaption></figure>

4. **Set the agent name.**

Choose a name that clearly identifies its role.\
Example: “Financial Assistant.”

<figure><img src="/files/VZtTPSkm9sNU9T752kME" alt=""><figcaption></figcaption></figure>

5. **Configure the agent’s prompt.**

Describe the agent’s role in text form.\
Example: “Your role is to answer mathematics questions.”

<figure><img src="/files/XKt3mkItQltxPTIQ2tZm" alt=""><figcaption></figcaption></figure>

6. **Select a model.**

<figure><img src="/files/rJymzVXH1VtWRF4w8y5t" alt=""><figcaption></figcaption></figure>

7. **Choose a voice.**

Select one of the available voices. Each voice lists its supported language next to the name.

8. **Set the main language.**

Choose the language the agent will use in interactions.

<figure><img src="/files/dCb1DfUpXgTtkQc2A8jc" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
VoxOne supports 26 spoken languages, including Arabic, Chinese, Spanish, French, Japanese, Portuguese, and others, reinforcing the tool’s global and multilingual nature.
{% endhint %}

***

9. **Configure Timeout Message**

This message is played when the maximum call duration is reached.\
Example: “Unfortunately, I’ll have to end this call now.”

10. **Select the maximum call duration:**\
    Options: 5, 10, 15, 20, 30 minutes, or 1 hour.
11. **Set the AI temperature.**\
    Adjust the creativity level of responses according to the type of service.

<figure><img src="/files/siINqGTRikRMAXU4erZk" alt=""><figcaption></figcaption></figure>

***

#### **Manage Inactivity Messages**

1. Write messages to be sent when the customer becomes inactive.\
   Example: “Are you still there?”
2. Set the inactivity time: 15s, 30s, 1m, 2m, 3m, 4m, 5m, or 10m.

{% hint style="info" %}
You can add more than one inactivity message.
{% endhint %}

3. Choose the termination behavior

Options:

* **Not specified**
* **Soft disconnect**
* **Immediate disconnect**

<figure><img src="/files/fjuiOFZm8QtskObuSRcl" alt=""><figcaption></figcaption></figure>

***

### Manage call forwarding

The VoxOne agent can perform call transfers according to the defined instructions.

**Transfer Management**

When the Call Transfer feature is enabled, a specific field becomes available to enter instructions on how the transfer should be handled.

This feature allows you to:

* Transfer the call to another VoxOne agent;
* Transfer the call to a previously registered external phone number.

{% hint style="warning" %}
Extensions are not supported in this version.
{% endhint %}

**Transfer Shortcuts**

To make usage easier during a call, two shortcuts have been created in VoxOne:

{% tabs %}
{% tab title="@" %}
**Transfer to Agents**

* Lists all available VoxOne agents;
* Used when the goal is to transfer the call to another agent;
* Example of use: transferring the call to an agent responsible for opening or continuing a ticket.
  {% endtab %}

{% tab title="/" %}
**Transfer to Phone Numbers**

* Lists all phone numbers registered in VoxOne;
* Allows transferring the call to a specific phone number (e.g., a human agent);
* New numbers can be registered in the system in advance.
  {% endtab %}
  {% endtabs %}

During the Transfer:

* The agent informs the customer;
* The system performs the transfer process;
* There may be a short waiting time while the call is being redirected.

<figure><img src="/files/AKdU1R6Gb5YoC6Dxb3KM" alt=""><figcaption></figcaption></figure>

***

#### **Manage Your RAG**

In this section, you define which RAG (Retrieval-Augmented Generation) will be used by the agent to respond based on customized content.

When a RAG is associated with the agent, it starts querying the documents and URLs registered in that RAG before responding, ensuring more accurate answers aligned with your content.

1. Locate the **Manage Your RAG** section.
2. Click **Select a RAG**.
3. Choose an existing RAG.

<figure><img src="/files/lZLfyVwDOOenQ4D9vLU6" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
To better understand how RAG works and learn how to create, manage, and test your content, access the **“**[**Using RAG in VoxOne**](/english/skyone-studio/artificial-intelligence/voxone/using-rag-in-voxone.md)**”** page and explore all the feature’s possibilities.
{% endhint %}

***

**Manage Your Tools**

Select the tools that the agent will be able to use during the conversation. Tools allow the agent to access APIs, external functionalities, and platform resources to perform actions and retrieve information.

1. Locate the **Manage Your Tools** section.
2. Click **Select a Tool**.

<figure><img src="/files/m5yDtrOMDZEkWDlfOu2r" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
To better understand how tools work and how to create or configure new ones, access the **“**[**Tools in VoxOne**](/english/skyone-studio/artificial-intelligence/voxone/tools-in-voxone.md)**”** page and see all available possibilities.
{% endhint %}

***

#### **Initial Message Settings**

1. Configure the initial message.

Example: “Hello! This is the VoxOne agent, how are you?”

2. **Delay**

Choose whether there will be a delay before speaking (no delay, 1s, 2s, 3s, 5s, 10s, 15s, 20s, 30s, 45s, or 60s).

2. **Allow Agent Interruption During the Call**

* Check the corresponding option to allow or prevent interruptions.

<figure><img src="/files/7FvsoNWcF4cQNTcGm7Ox" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Read also:** [How to use the VoxOneCall module in an integration flow.](/english/skyone-studio/integrations/flows/tool-modules/voxonecall-module.md)
{% endhint %}

***

#### **Features**

We’ve added enhanced tools to improve the service experience:

* **Extended Multilingual Support** — expands voice recognition and synthesis for multiple languages and accents.
* **Conversation History** — enables reviewing past interactions and tracking call context.
* **Call Stages** — allows real-time control and visualization of each service stage.

***

#### **FAQ — Frequently Asked Questions**

<details>

<summary>How many minutes are included in the VoxOne plan?</summary>

The plan includes 1,000 monthly call minutes.

</details>

<details>

<summary>Can I use the same number for multiple agents?</summary>

No. Each agent or operation is assigned a dedicated phone number.

</details>

<details>

<summary>Is it possible to customize the agent’s voice?</summary>

Currently, you can choose from the pre-available voices in different languages.

</details>

<details>

<summary>What is “temperature,” and how does it affect the agent?</summary>

Temperature controls the variability of responses. Lower values (e.g., 0.2) generate more predictable answers, while higher values (e.g., 0.8) produce more creative ones.

</details>

<details>

<summary>What happens if the customer remains silent?</summary>

The agent will send inactivity messages until the call ends, according to the configured timeout.

</details>

<details>

<summary>Can I change the maximum call duration after it’s created?</summary>

Yes. You can edit the agent at any time and adjust the maximum call length.

</details>

***

#### **Glossary — Key Terms**

| Term                 | Description                                                                                   |
| -------------------- | --------------------------------------------------------------------------------------------- |
| Prompt               | Text that defines the agent’s behavior and function.                                          |
| Temperature          | Level of variation in the agent’s responses ($0 = $ more predictable / $1 = $ more creative). |
| Inactivity Message   | Message sent when the customer remains silent for a set period of time.                       |
| Delay                | Waiting time before the agent starts speaking.                                                |
| Conversation History | Complete record of previous interactions between the agent and the user.                      |
| Call Stages          | Phases of the service that indicate the call’s progress and status.                           |

Skyone VoxOne turns AI agents into voice-based attendants, connecting your automation directly to people in a simple and scalable way.

Give your operation a voice and unlock the full potential of **Skyone Studio**.


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