AI Voice Agent
Your AI receptionist answers every phone call with a natural, human-sounding voice — 24 hours a day, 7 days a week. It greets callers warmly, answers their questions using your knowledge base, books appointments, and transfers calls to your team when needed.
- 12 voices to choose from — male/female, American/British accents, warm to professional. Preview each one in the portal before you commit.
- 6 languages — English, Spanish, French, German, Italian, Portuguese.
- Real-time barge-in — callers can interrupt the AI mid-sentence and the AI responds instantly, just like a real conversation. No waiting for the bot to finish.
- Catches answers on the fly — if a caller starts saying their phone number or appointment time before the AI finishes asking, the AI hears them and moves on. No "please repeat that".
- Handles digits cleanly — phone numbers, dates, medical record numbers, and confirmation codes are captured as one whole number even when callers pause between digits.
- Handles multiple calls simultaneously — no caller ever gets a busy signal.
- Brief, natural acknowledgments while looking things up — never dead silence.
- Supports keypad input (DTMF) for menu navigation.
Web Chat Widget
Add a live chat experience to your website with a single line of code. Your AI handles customer conversations in real time, with the same knowledge and personality as your phone agent.
- Drop-in widget — just paste one script tag on your site
- Beautiful, mobile-responsive design that matches your brand colors
- Real-time messaging with typing indicators
- Auto-reconnects if the connection drops
- Smooth handoff to live agents when customers need a human
How to embed: Go to Channels in your portal to get your embed code. Paste it before the closing </body> tag on any page.
SMS & WhatsApp
Meet your customers where they already are. Your AI handles two-way text conversations on SMS and WhatsApp with the same brain and knowledge base as your voice and chat channels.
- Same AI, same knowledge — no separate setup needed
- Tone adapts automatically: brief and direct on SMS, conversational on WhatsApp
- Sessions resume automatically — if a customer texts back later, the AI remembers the context
- Can book appointments, answer FAQs, and transfer to humans, just like voice calls
To enable: Go to Channels in your portal and toggle SMS or WhatsApp on. Your administrator will set up the phone number routing.
Live Agent Handoff
When a customer needs a real human — whether they ask for one or the AI detects it's time — the conversation is smoothly handed off to one of your live agents.
- Customers are placed in a queue and notified while waiting
- Any available agent can accept the chat from the dedicated agent dashboard
- Agents see the full AI conversation history for context — no "can you repeat that?"
- Multiple agents can be online at once, each handling several chats simultaneously
- If no agent is available within 2 minutes, the customer gets your phone number as a fallback
Agent Dashboard
Your agents log in at a dedicated dashboard to manage live chats. They can set their status (available, away), accept customers from the queue, chat in real time, and end conversations when resolved.
Set up agents from the Live Chat page in your portal. Share the agent login link with your team.
Outbound Reminders
Reduce no-shows by sending automated appointment reminder calls. Your AI calls the customer, delivers a friendly reminder with the appointment details, and tells them how to reschedule or cancel if needed.
- Automated reminder calls the day before appointments
- Custom greeting messages
- Call recordings and logs for every outbound call
To set up: Go to the Outbound page in your portal to configure reminders and trigger manual calls.
Smart Booking Engine
Your AI books real appointments during calls, chats, and text conversations. It collects the right details, checks for conflicts, confirms with the customer, and saves everything to your calendar.
- Collects service, date, time, name, phone, and email — plus any custom fields you define
- Reads back the full appointment for confirmation before booking
- Handles cancellations and rescheduling over the phone
- Conflict detection prevents double-booking
- Retries up to 3 times if information is missing or invalid, then politely ends the interaction
Google Calendar Sync
Every appointment your AI books automatically appears on your Google Calendar — no manual entry, no copy-pasting, no missed bookings.
- New bookings create calendar events with all details (name, service, phone, email)
- Cancellations and reschedules are reflected on your calendar automatically
- Availability is checked before booking to prevent double-booking
- Works with your primary Google Calendar and syncs in real time
To connect: Go to Settings and click Connect Google Calendar. Sign in with Google and grant permission — that's it.
SMS Confirmations & Reminders
Your customers automatically receive text messages to keep them informed:
- Booking confirmations — sent immediately after an appointment is booked
- Appointment reminders — sent the day before their appointment
- Cancellation confirmations — sent when a booking is cancelled
Each message includes your business name, the service, and the date/time. Reduces no-shows and builds customer trust.
Knowledge Base
Your knowledge base is your AI's brain. Everything it knows about your business — FAQs, services, pricing, staff, and policies — lives here. The more complete it is, the smarter your AI sounds.
- FAQs — Question-and-answer pairs that your AI uses to answer caller questions
- Services — Your offerings with pricing and duration, so the AI can quote prices and guide bookings
- Staff — Team member profiles so the AI can match customers with the right person
- Policies — Cancellation policies, insurance info, payment methods, and other business rules
Your AI intelligently searches the knowledge base to find the most relevant answer for each question — even if the caller phrases it differently than your FAQ.
Tip: Start with 10-15 FAQs, then add more over time based on what callers ask. Check your analytics weekly to find gaps.
Auto-Generate from Your Website
Don't want to build your knowledge base manually? Just paste your website URL and Octa Voice will:
- Scrape your website (up to 10 pages — prioritizes About, Services, Pricing, FAQ pages)
- Use AI to generate a complete system prompt tailored to your business
- Create a knowledge base with FAQs, services, and policies extracted from your site
The whole process takes about 20-30 seconds. Review the preview, apply what you like, and edit anything that needs tweaking.
Multi-Language Support
Your AI speaks in the language you pick — set it once on the AI Settings page (under "AI Voice & Language") and every call uses that language.
| Supported Languages |
|---|
| English |
| Spanish |
| French |
| German |
| Italian |
| Portuguese |
Change anytime — new calls pick up the new language immediately. (Auto-detection of caller language is on the roadmap.)
Conversation Flow Builder
Choose how your AI handles conversations:
Smart AI (Prompt Mode)
Your AI uses your knowledge base to have natural, free-flowing conversations. It adapts to whatever the caller says, like a skilled human receptionist. Best for businesses that get a variety of call types.
Flow Script Mode
Your AI follows a structured step-by-step script — greeting, questions, action, closing. Ensures consistency and makes sure the AI always collects the information you need. Best for appointment-heavy businesses.
Templates
Pre-built flow templates get you started instantly:
- Barbershop / Salon — Collects booking details and confirms appointments
- Restaurant — Handles reservations, party size, and menu questions
- Medical / Dental — Screens for emergencies, then books appointments
- Real Estate — Qualifies leads and books consultations
- Start from Scratch — Build your own from a blank canvas
Switch between Smart AI and Flow Script anytime in your AI Settings page.
Analytics Dashboard
Know exactly how your AI is performing with real-time analytics:
- Call Volume — See when your phone rings most, hour by hour and day by day
- Conversion Funnel — How many calls turn into booked appointments
- Channel Breakdown — Performance across voice, chat, SMS, and WhatsApp with booking rates per channel
- Call Outcomes — How calls end: booked, transferred, or answered
- Top Questions — What your callers ask about most (great for improving your knowledge base)
- Week-over-Week Trends — Is your business growing? See the trajectory at a glance
Call Recording
Every call is recorded and stored securely. Listen back to any conversation to review how your AI handled it, train your team, or resolve disputes.
- Recordings available in your Call History with an inline player
- Play, pause, and scrub through any recording
- Stored securely in the cloud with access controls per tenant
Sentiment Analysis
Your AI monitors the emotional tone of every conversation in real time. If a caller becomes frustrated or upset, the system can automatically trigger a transfer to a live human agent — before things escalate.
Sentiment scores are tracked over time in your analytics dashboard so you can spot patterns and improve.
Webhook Notifications
Get real-time notifications whenever something important happens — a new call, a booking, a transfer, or a question your AI couldn't answer. Webhooks push data to your existing business tools automatically.
Supported Events
| Event | When It Fires |
|---|---|
| Call started | A new call comes in |
| Call ended | A call finishes |
| Booking created | An appointment is successfully booked |
| Booking failed | A booking attempt didn't go through |
| Transfer initiated | A call is being transferred to your team |
| Unknown question | A caller asked something not in your knowledge base |
Webhook URLs are configured in your portal settings. Events are signed for security so you can verify they came from Octa Voice.
Security
Your data and your customers' data are protected at every layer:
- Encrypted connections — All data transmitted over HTTPS/TLS
- Tenant isolation — Your data is completely separate from other businesses on the platform
- Session-based auth — Secure login with automatic session expiry
- Input validation — All inputs are validated and sanitized to prevent abuse
- Prompt injection defense — Your AI is protected against manipulation attempts from callers
- Secure recordings — Call recordings are stored with access controls — only you can listen to your calls
HIPAA Compliance
For healthcare organizations, Octa Voice includes HIPAA-ready features:
- Data retention policies with automatic purge schedules
- PII redaction in logs and audit trails
- Patient consent management
- GDPR erasure support (right to be forgotten)
- Complete audit logging
- Epic FHIR integration for medical appointment management, patient verification, and scheduling
Healthcare customers: See our Healthcare page for details on FHIR integration, patient verification, and medical-specific features.