Voice Autopilot call handling

What it is

Voice Autopilot answers incoming telephone calls with an AI agent. The agent listens and speaks during the call using your instructions. With the appropriate functions selected, it can transfer callers, request a callback, start voicemail recording or end the call.

Who uses it and why

Users with the Settings or Developer role configure the agent's voice, instructions and available actions. Operators handle calls transferred to the human queue and follow up callbacks or voicemail. Callers speak to the agent over the telephone.

Where to find it

Open Settings › AI › Features and choose Voice Autopilot. Configuration requires the Settings role with AI allowed under Settings Permissions, or the Developer role.

Manage the available actions under Settings › AI › Functions with the same roles. The Settings role grants access to voice service configuration under Settings › Voice › Voice Accounts, Voice Numbers and General Settings.

How it works

Your incoming call routing sends a call to the configured voice agent.
If Initial Greeting Message is set, the agent delivers that exact opening line once. Otherwise, it greets according to its instructions.
The agent listens to the caller, responds and uses the selected functions when needed.
Available actions can check whether an operator can take the call, transfer to human handling, register a callback, redirect to voicemail or end the call.
If the active AI call reaches Max Duration (secs), INSIDE announces the handover and transfers it to the human queue.

When you configure an exact transfer, callback, voicemail or goodbye message, INSIDE waits for that message to finish playing before the associated redirect or hang-up. Callback confirmation follows successful registration; a voicemail introduction follows preparation for recording.

Configure it

Ask Powerfront to prepare the voice AI account. Configure incoming telephone routing with the Settings role. Create a Voice Autopilot feature and set Instructions, Voice, Model and Functions. An empty function selection supplies no default call-control tools.

Set Max Duration (secs) between 60 and 3600. Add the greeting and handover messages you want callers to hear. Blank action-message fields leave those messages to the instructions; a blank Max Duration Transfer Message uses a built-in message.

Choose the transcription model and language. Add a Transcription Prompt for terminology that callers use. VAD Mode changes how speech turns are detected.

Settings

Setting	Where	Applies to	Default	Who can change it	What it does
Instructions	Settings › AI › Features	website	Not set: calls transfer to the human queue	Settings role, Developer role	Defines how the voice agent handles callers and when it uses its available actions.
Functions	Settings › AI › Features	website	Not set: no call-control or custom functions	Settings role, Developer role	Selects call-control actions and other functions available to the agent.
Voice	Settings › AI › Features	website	Alloy	Settings role, Developer role	Selects the speaking voice heard by callers.
Model	Settings › AI › Features	website	gpt-realtime	Settings role, Developer role	Selects the model that listens and generates speech.
Max Duration (secs)	Settings › AI › Features	website	600 seconds	Settings role, Developer role	Limits AI handling before an active call transfers to the human queue.
Initial Greeting Message	Settings › AI › Features	website	Not set; greeting follows the instructions	Settings role, Developer role	Supplies the exact opening line to speak once at call start.
Max Duration Transfer Message	Settings › AI › Features	website	Thanks so much for your patience. I'm now connecting you with a member of our team who will continue to help you. Please stay on the line.	Settings role, Developer role	Tells the caller about the handover when the duration limit is reached.
Human Transfer Message	Settings › AI › Features	website	Not set; message follows the instructions	Settings role, Developer role	Supplies an exact message to play before redirecting a prepared human transfer.
Request Callback Message	Settings › AI › Features	website	Not set; message follows the instructions	Settings role, Developer role	Supplies an exact confirmation after registering a callback and before ending the call.
Record Voicemail Message	Settings › AI › Features	website	Not set; message follows the instructions	Settings role, Developer role	Supplies an exact introduction before redirecting the caller to voicemail recording.
Call End (Goodbye) Message	Settings › AI › Features	website	Not set; goodbye follows the instructions	Settings role, Developer role	Supplies an exact closing message to finish playing before the agent ends the call.
Transcription Model	Settings › AI › Features	website	gpt-4o-transcribe	Settings role, Developer role	Selects speech-to-text processing for caller audio; an empty selection disables transcription.
Transcription Language	Settings › AI › Features	website	Auto Detect	Settings role, Developer role	Uses automatic language detection or restricts transcription to the selected language.
Transcription Prompt	Settings › AI › Features	website	Not set: no extra transcription guidance	Settings role, Developer role	Gives transcription context for specialised words and terminology.
VAD Mode	Settings › AI › Features	website	Automatic (OpenAI Server VAD)	Settings role, Developer role	Selects how INSIDE detects speech turns and pauses.

Permissions

Permission	Lets you
Settings	Configure Voice Autopilot when AI is allowed under Settings Permissions, and manage voice setup.
AI	Allows AI configuration within Settings Permissions.
Developer	Configure Voice Autopilot features and functions.

Limits and good to know

The default maximum AI handling time is ten minutes. Transferring to a queue does not guarantee an operator answers immediately.
A function must be selected and available for the agent to use it. Instructions alone do not add actions.
Voice Autopilot has separate speech handling from text Autopilot. Do not assume the same settings apply to both.
A workflow task can take over voice handling without displaying the visitor's web-chat task interface.
Call recording and voicemail retention follow the separate voice settings.

Depends on and works with

RequiresConfigured byEnhancesLicence

+5 more · this feature uses

Voice provider accounts and telephone numbersRequires
Voice accounts and telephone numbers provide the incoming call service.
Voice queue and call offersEnhances
Human handover returns the call to normal voice queue handling.
Telephone callback requestsEnhances
The agent can register a telephone callback request.
Voicemail messages and follow-upEnhances
The agent can redirect a caller to voicemail recording.
Telephone transcriptionRelated
Voice Autopilot has separate transcription settings from telephone and recording transcription.

View all connections as a list

This feature uses

Admin settings and feature switches · managed by PowerfrontLicence
AI and voice must be enabled for the website.
Roles and permissionsConfigured by
Roles and AI permissions control configuration access.
AI feature settings and change historyConfigured by
The AI feature stores voice behaviour and account selection.
AI functions and required inputsConfigured by
The selected functions determine which call actions and custom operations are available.
AI accounts and shared defaultsRequires
Voice Autopilot needs an AI account with the speech service credentials.
Voice Autopilot connection setupRequires
Realtime voice AI provides speech processing for the call.
Voice Autopilot turn detection and interruptionsConfigured by
Speech turn-taking and playback affect interruptions and spoken handover messages.
Virtual Assistant tasks started by AutopilotEnhances
A configured workflow task can take over from the voice agent without displaying a web form.
Voice provider accounts and telephone numbersRequires
Voice accounts and telephone numbers provide the incoming call service.
Voice queue and call offersEnhances
Human handover returns the call to normal voice queue handling.
Telephone callback requestsEnhances
The agent can register a telephone callback request.
Voicemail messages and follow-upEnhances
The agent can redirect a caller to voicemail recording.
Telephone transcriptionRelated
Voice Autopilot has separate transcription settings from telephone and recording transcription.

Used by

Virtual Assistant tasks started by AutopilotEnhances
Voice Autopilot can start action-only tasks through its separate voice handling.
Voice Autopilot connection setupConfigured by
Voice Autopilot instructions and enabled actions govern the conversation.
Voice Autopilot turn detection and interruptionsConfigured by
The voice feature supplies greetings, final announcements and permitted actions.
Voice provider accounts and telephone numbersEnhances
A number can select a Voice Autopilot feature.
Autonomous AI performance reportsEnhances
Voice Autopilot has a separate channel performance view.

FAQ and troubleshooting

Why can the agent talk but not transfer or request a callback?

Check Functions on the feature and the corresponding entries in Settings › AI › Functions. No call-control tools are supplied when the selection is empty.

Why did the agent transfer an unfinished call after ten minutes?

The default Max Duration (secs) is 600. Change the duration within the supported range and review Max Duration Transfer Message.

How do I control the exact greeting or goodbye?

Set Initial Greeting Message and Call End (Goodbye) Message. The separate fields control the spoken wording directly.

Why is specialist terminology transcribed incorrectly?

Review Transcription Model, Transcription Language and Transcription Prompt. The transcription prompt can supply context for specialised terms.