AI Voice Agent - Virtual Receptionist

We’re excited to roll out our very first AI-powered feature—AI Voice Agent, your virtual receptionist that never misses a call.

AI Voice Agent is designed to help practices improve response times and streamline communication. The AI Voice Agent answers incoming calls, gathers essential caller information like name, email, and reason for calling, and has the ability to route the contact into an automated workflow.

With an intuitive setup, you can personalize your AI agent’s voice, tone, and business details, as well as set availability based on your operating hours. Whether you're a solo practitioner or running a multi-provider team, this tool ensures no call & client leads slip through the cracks.









AI Voice Agent Setup

Currently, the AI Voice Agent can only be set up for incoming calls. Outgoing call functionality is under development.

This guide provides a step-by-step process to set up the AI Voice Agent on your TheraSaaS account, ensuring seamless call handling and automation for your business.

1) Enabling the AI Voice Agent

Once the AI Voice Agent is enabled on your TheraSaaS account, navigate to: Settings → Voice AI Agents

(NOTE: to enable AI Voice, please reach out to Support to turn on the AI features on your account)

2) Setup Sections

1) Agent Details

In this section, you'll configure basic agent information:

• Agent Name – You can add multiple AI Agents to your account, allowing for specialized roles or departments.

• Your Business Name – This will be displayed to callers for a personalized experience.

• Language of the AI Agent – Select the language that best suits your audience.

• AI Agent’s Voice & Temperament – Choose a voice style and personality that aligns with your brand image.

• Timezone – We recommend setting it to match your account/team's working timezone to ensure accurate scheduling.

• Initial Message – The AI Agent's opening message (max 190 characters). This message sets the tone for the interaction and should be clear and concise.

2) Agent Goals

Configure the AI Agent's personality and actions. Choose between:

a) Basic Mode

1. Define what information the AI Agent will collect from the caller:

   • Name

   • Email address

   • Address

   • Issue the caller is experiencing/reason for calling
     
     

2. (By default, a call transcription note will be added to the Contact’s note inside TheraSaaS.)
   
   

3. Choose the automation (workflow) for each contact after the call is completed, in order to streamline follow-ups and next steps.
   
   

4. Configure notification preferences:

   • By default, an email with the call transcript is sent.

   • Select which TheraSaaS users receive the notification.

   • Optionally, send notifications to a custom email outside TheraSaaS.

b) Advanced Mode

• Prompt – Define the script and structure for the AI Agent’s calls, ensuring consistency in communication. (see Prompt template & best practices)
  
  

• Setup Actions – Specify post-call actions, including:

  • Call transfer to a team member for further assistance.

  • Trigger an existing automation/workflow to process the request efficiently.

  • Update a Contact Field inside TheraSaaS for accurate record-keeping.

  • Send an SMS to confirm details or provide additional information.

• (Each of these actions must be configured individually to be setup/saved.
  
  

3) Phone Number & Availability

• Add an existing phone number for the AI Agent or set up a new dedicated number to handle calls.
  
  

• Define when the AI Agent is triggered:

  • Backup Mode – The AI Agent answers the calls only if no one from the team has picked up the call.
    
    Working Hours Mode – The AI Agent answers during specified hours & AI Agent acting as a primary incoming calls receiver.

4) Dashboard & Logs

This section provides comprehensive reports and details on AI Agent calls, including:

• Number of completed calls, providing insights into agent activity.

• Actions triggered, helping track automation efficiency.

• Client feedback sentiment, indicating caller satisfaction.

• Call duration, useful for monitoring engagement levels.

• Detailed call summaries & transcripts for reference and compliance.

Pricing

The pricing breakdown currently includes 2 available options:

Pay per use model
Unlimited Usage monthly charge

Final Steps & Testing

We can test the AI Agent directly under the agent's setup page.

Before fully deploying the AI Voice Agent, we recommend conducting test calls to ensure that:

• The agent is correctly capturing caller information & update the prompt if needed.

• Automations and notifications function as expected & proper workflow is triggered.

• Call handling aligns with your business needs.