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Voice Agent Setup & Configuration Guide

A step-by-step guide to onboarding, call routing, and configuring your AI Voice Agent

Setting up your Voice Agent doesn’t require replacing your phone system or changing how your team works. In this guide, we’ll walk through how to get live, connect your calls, and tailor the agent’s behavior so it fits naturally into your day-to-day operations.

Getting Your Voice Agent Live

1. Check Requirements

Before getting started, make sure you meet the eligibility criteria for location, booking system integration, and phone provider (VoIP) compatibility.

You can review the full AI Voice Agent Setup Requirements here. 

2. Confirm Use Cases and Preferences

Our Customer Experience team will work with you to understand how you want Voice to operate. This includes your phone provider (VoIP), go-live goals, scheduled hours, preferred call flow, escalation rules, and any operational priorities or guardrails.

3. Configure Call Routing

We’ll provision a dedicated toll-free Voice number for testing and live routing, and enable the Voice tab in your dashboard.

Next, we’ll guide you through configuring your VoIP system to forward calls to the Yonder number. Voice works alongside your existing phone provider’s routing rules. Most operators choose one of three approaches:

  • Forward calls after-hours only
  • Route all calls to AI first and transfer to staff when needed
  • Keep their existing phone tree and direct one option to the AI

Configuration steps vary by phone provider, and our team will guide you through applying the correct routing rules for your system.

4. Test Your Voice Agent

You’ll receive your Yonder Voice number to begin testing. During testing, you can:

  • Call the Voice Agent directly
  • Review call logs and transcripts
  • Test availability checks and SMS links
  • Mark calls as “Test” to exclude them from reporting

  • Use the “Send Feedback” button to notify us of any issues

5. Go Live

Once testing is complete and call forwarding is confirmed, you’re ready to route live customer calls to your Voice Agent.

Customizing Your Voice Agent

Go to Voice → Setup in your Yonder dashboard.

Status
  • Active – The Voice Agent answers calls.

  • Inactive – Calls are forwarded to your staff number.

Note: The status toggle does not override your VoIP routing rules. If your phone provider forwards calls after-hours only, Voice will only receive after-hours calls.

Forwarding to Staff

This is the number the agent transfers to when:

  • A caller requests a human
  • The AI cannot confidently answer
  • A system error occurs

  • You’ve configured certain topics to escalate 

Voice Profile & Personality

Select a Voice Profile that reflects your brand tone. You can define your agent’s personality, tone, persona, brand style, and phrasing preferences to ensure conversations feel consistent and on-brand.

Special Instructions

Special Instructions allow you to define operational guardrails and conversational rules, such as:

  • Custom greetings and priority announcements
  • When to send SMS links
  • Topics that must escalate to a human (e.g. emergencies or booking changes)
  • Topics the AI should avoid

  • Seasonal messaging or operational updates

These instructions help align the Voice Agent with your real-world workflows.

Knowledge Base 

The Voice Agent pulls information from:

Keeping your knowledge base accurate and up to date ensures the best Voice performance.

Frequently Asked Questions

Can the agent send SMS links without a booking integration?
Yes. The Voice Agent can send general links such as directions or website pages. However, real-time availability checks and dynamic booking links require a supported booking system integration.

What are the scheduling options?
Voice works alongside your phone provider’s routing rules. You can forward calls after-hours only, route all calls to AI first, or use your existing phone tree to direct certain options to the agent. Your VoIP controls when calls are forwarded.

How does transferring to a human work?
If a caller asks to speak with a person, if the AI cannot confidently answer a question, or if you’ve configured certain topics to escalate (such as emergencies or booking changes), the call is automatically transferred to your designated Forward to Staff number.

Can we forward calls to multiple departments or support multiple locations?
Voice forwards to one Forward to Staff number. Your VoIP can then manage internal routing such as ring groups or round-robin. For multiple locations, best practice is one Yonder account per location.

Do we need a VoIP texting plan?
No. Yonder sends SMS independently of your phone provider.

Have questions? Contact support@yonderhq.com.