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A Phone Agent is a type of agent that can make outbound calls on your behalf. During a call, it speaks naturally with the person on the other end while also being able to take action — running tools, looking up information, and responding based on what it hears in real-time. This makes it useful for tasks like outbound sales, appointment reminders, or any workflow where a voice interaction is part of the process.

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Creating a Phone Agent

There are two ways to create a Phone Agent:
  • From the Agents tab, click Phone to create one directly.
  • Click + New Agent from the Agents tab and select Phone as the agent type.
Your Phone Agent can use tools during a call, but doing so will pause the conversation while the tool runs. To keep calls smooth, we recommend adding your Phone Agent to a Workforce so a parent agent can complete any research or data gathering before the call starts.

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Phone Agent settings

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Greeting

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Outbound phone number

Provided by Relevance

Pick a phone number provided by Relevance AI.

Twilio

If you have integrated Twilio in Integrations & API Keys, select a Twilio phone number.

Based on country code

Automatically selects the appropriate phone number based on the country code of the number being called. Configure country mappings and set a default fallback for all others.

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Voice and transcription

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Call behavior

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Call transcripts

After a call completes, the transcript is available in the call record.

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Follow along on YouTube

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Getting started with voice agents

In this video, our Product Manager, Josh Jackson, will show you how to create your own Voice Agent in Relevance AI.

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Building a customer support Phone Agent

Learn how to build an AI phone agent that answers customer questions, researches issues, reads screenshots, checks tickets, and escalates to humans when needed.