Version: Next

AI Assistant Configuration

Overview

The AI Assistant in Voicing AI is a comprehensive conversational AI entity that handles customer voice interactions. The assistant configuration is organized into 8 main tabs, each controlling different aspects of the assistant's behavior, capabilities, and integration.

Assistant Flow Modes

An assistant can operate in two distinct modes:

Prompt Mode: Uses a single, comprehensive prompt to guide conversations
Pathways Mode: Uses structured conversational pathways (flowcharts) for step-by-step conversations

Important: When using Pathways mode, the assistant-level prompt is not required. The prompts are defined within the pathway nodes instead.

Basic Settings
Prompt
TTS Controls
STT Controls
Orchestration
Tools & KB
Post-Call Analysis
Advance Settings
Inbound Calls
Complete Examples

1. Basic Settings

The Basic Settings tab contains fundamental information about your assistant and how it should behave.

1.1 Basic Information

Fields:

name (required): Unique identifier for your assistant
description (optional): Human-readable description of the assistant's purpose
model_selection (required): UUID of the LLM model to use (e.g., GPT-4, Gemini Pro)

Example:

{
  "basic_info": {
    "name": "customer_support_assistant",
    "description": "Handles customer support inquiries and ticket creation",
    "model_selection": "019bb7a2-bc4f-7f09-a79c-2d6445d2811f"
  }
}

1.2 Conversation Settings

Controls how the assistant greets and converses with callers.

Fields:

enable_welcome_message (boolean): Whether to play a welcome message
custom_greeting (string): Custom greeting text to speak
conversation_style (string): Style of conversation - "Professional", "Casual", "Friendly", "Formal", "Enthusiastic"
custom_greeting_audio_base64 (string): Base64-encoded audio file for custom greeting
custom_greeting_audio_file_path (string): Path to uploaded audio file

Example:

{
  "conversation": {
    "enable_welcome_message": true,
    "custom_greeting": "Hello! Thank you for calling. How can I assist you today?",
    "conversation_style": "Professional",
    "custom_greeting_audio_file_path": "uploads/greetings/welcome_audio.wav"
  }
}

1.3 Context Information

Defines what contextual data is passed to the assistant during conversations.

Fields:

include_current_timestamp (boolean): Pass current timestamp to assistant
timezone (string): Timezone for timestamp (e.g., "UTC", "America/New_York")
include_call_from (boolean): Include caller's phone number
include_location (boolean): Include caller's location if available
previous_context: Settings for including previous conversation history
- include_previous_context (boolean): Enable previous context
- previous_history_days (integer): Number of days of history to include

Example:

{
  "context_info": {
    "include_current_timestamp": true,
    "timezone": "America/New_York",
    "include_call_from": true,
    "include_location": false,
    "previous_context": {
      "include_previous_context": true,
      "previous_history_days": 7
    }
  }
}

1.4 Assistant Flow Configuration

Critical Section: Determines whether the assistant uses Prompt or Pathways mode.

Fields:

assistant_mode (required): Either "prompt" or "pathways"
pathway_id (required if mode is "pathways"): UUID of the pathway to use

Example - Prompt Mode:

{
  "assistant_flow_manager": {
    "assistant_mode": "prompt",
    "pathway_id": null
  }
}

Example - Pathways Mode:

{
  "assistant_flow_manager": {
    "assistant_mode": "pathways",
    "pathway_id": "019abb3c-6c9d-7fca-908c-5797cdba00be"
  }
}

Complete Basic Settings Example:

{
  "basic_settings": {
    "basic_info": {
      "name": "customer_support_assistant",
      "description": "Handles customer support inquiries",
      "model_selection": "019bb7a2-bc4f-7f09-a79c-2d6445d2811f"
    },
    "conversation": {
      "enable_welcome_message": true,
      "custom_greeting": "Hello! How can I help you today?",
      "conversation_style": "Professional"
    },
    "context_info": {
      "include_current_timestamp": true,
      "timezone": "UTC",
      "include_call_from": true,
      "include_location": false,
      "previous_context": {
        "include_previous_context": false,
        "previous_history_days": 0
      }
    },
    "assistant_flow_manager": {
      "assistant_mode": "prompt",
      "pathway_id": null
    }
  }
}

2. Prompt

The Prompt tab defines the core conversational instructions for your assistant. This is only required when assistant_mode is set to "prompt".

Prompt Structure

Fields:

template (required): The main prompt template with instructions
vars (array): List of variable names that can be used in the template
output_variables (array, optional): Variables to extract from conversations

Example:

{
  "prompt": {
    "template": "You are a helpful customer support agent for Acme Corp. Your role is to:\n1. Greet customers warmly\n2. Understand their issue\n3. Provide solutions or escalate to human agents\n4. Be professional and empathetic\n\nCurrent time: {{timestamp}}\nCaller number: {{call_from}}\n\nCustomer says: {{user_input}}",
    "vars": ["timestamp", "call_from", "user_input"],
    "output_variables": ["customer_name", "issue_type", "resolution_status"]
  }
}

Template Variables:

{{timestamp}}: Current timestamp (if include_current_timestamp is enabled)
{{call_from}}: Caller's phone number (if include_call_from is enabled)
{{user_input}}: What the user just said
Custom variables defined in vars array

Output Variables: Variables that should be extracted from the conversation and stored for post-call analysis.

3. TTS Controls

Text-to-Speech (TTS) settings control how the assistant's voice sounds and speaks.

3.1 Voice Configuration

Fields:

model (required): UUID of the TTS model to use
voice: Voice settings
- voice_id (required): Unique identifier for the voice
- speaker_name (required): Human-readable name (e.g., "Michael", "Sarah")
- speaker_type (string): "voicing" or "elevenlabs"
- language (required): Language code (e.g., "en", "es", "fr")
- stability (float, 0.0-1.0): Voice consistency (default: 0.5)
- similarity_boost (float, 0.0-1.0): Similarity to original voice (default: 0.5)

Example:

{
  "tts_settings": {
    "model": "019cc123-4def-5678-9abc-def012345678",
    "voice": {
      "voice_id": "1SM7GgM6IMuvQlz2BwM3",
      "speaker_name": "Michael",
      "speaker_type": "elevenlabs",
      "language": "en",
      "stability": 0.5,
      "similarity_boost": 0.5
    }
  }
}

3.2 Pronunciation Guide

Custom pronunciation rules for specific words or phrases.

Fields:

pronunciation_guide (array): List of pronunciation rules
- word (string): Word to customize
- pronunciation (string): How to pronounce it
- phoneme (string, optional): Phonetic representation
- phoneme_replacement (string, optional): Phoneme replacement
source_url (string, optional): URL to CSV file with pronunciation rules
case_sensitive (boolean): Whether matching is case-sensitive

Example:

{
  "pronunciation": {
    "pronunciation_guide": [
      {
        "word": "Voicing",
        "pronunciation": "VOY-sing",
        "phoneme": "V OY S IH NG"
      },
      {
        "word": "API",
        "pronunciation": "A-P-I",
        "phoneme": "EY P IY"
      }
    ],
    "source_url": "https://storage.example.com/pronunciation.csv",
    "case_sensitive": false
  }
}

3.3 Speech Enhancements

Fine-tune how speech is generated and delivered.

Fields:

expressiveness (integer, 0-100): Emotional expressiveness (default: 80)
speed (float, 0.25-2.0): Speech speed multiplier (default: 1.0)
enable_number_normalization (boolean): Convert numbers to words (default: true)
enable_ssml (boolean): Enable SSML markup support (default: false)
stream_audio (boolean): Stream audio in real-time (default: true)

Example:

{
  "speech_enhancements": {
    "expressiveness": 75,
    "speed": 1.0,
    "enable_number_normalization": true,
    "enable_ssml": false,
    "stream_audio": true
  }
}

3.4 Multi-Language Support

Configure multi-language capabilities for the assistant.

Fields:

enabled (boolean): Enable multi-language support
auto_detect_language (boolean): Automatically detect caller's language
translation_provider (string): Translation service provider
supported_languages (array): List of supported languages (e.g., ["English", "Spanish", "French"])

Example:

{
  "multi_language": {
    "enabled": true,
    "auto_detect_language": true,
    "translation_provider": "google",
    "supported_languages": ["English", "Spanish", "French", "German"]
  }
}

Complete TTS Settings Example:

{
  "tts_settings": {
    "model": "019cc123-4def-5678-9abc-def012345678",
    "voice": {
      "voice_id": "1SM7GgM6IMuvQlz2BwM3",
      "speaker_name": "Michael",
      "speaker_type": "elevenlabs",
      "language": "en",
      "stability": 0.5,
      "similarity_boost": 0.5
    },
    "pronunciation": {
      "pronunciation_guide": [],
      "case_sensitive": false
    },
    "speech_enhancements": {
      "expressiveness": 80,
      "speed": 1.0,
      "enable_number_normalization": true,
      "enable_ssml": false,
      "stream_audio": true
    },
    "multi_language": {
      "enabled": false,
      "auto_detect_language": false,
      "translation_provider": null,
      "supported_languages": null
    }
  }
}

4. STT Controls

Speech-to-Text (STT) settings control how the assistant understands what callers are saying.

4.1 Recognition Settings

Fields:

model (required): UUID or string identifier of the STT model
supported_languages (array, required): List of language codes (e.g., ["en", "es"])
enable_multi_language (boolean): Enable multi-language recognition

Example:

{
  "recognition": {
    "model": "019dd234-5efg-6789-abcd-ef0123456789",
    "supported_languages": ["en", "es"],
    "enable_multi_language": true
  }
}

4.2 Voice Activity Detection (VAD)

Controls when the system detects that the user is speaking.

Fields:

start_time (float): Seconds before speech starts to begin detection (default: 0.2)
end_time (float): Seconds after speech ends to stop detection (default: 0.8)
volume_threshold (float, 0.0-1.0): Minimum volume to detect speech (default: 0.7)
confidence_threshold (float, 0.0-1.0): Minimum confidence for speech detection (default: 0.7)
endpoint_sensitivity (float, optional): Sensitivity for detecting speech endpoints
interruption_strategy (string): How to handle interruptions - "vad-based" or "word-level-interruption"
mute_strategy (string or array): When to mute - ["mute_until_first_bot_complete"]
word_count (integer): Number of words for word-level interruption (if applicable)

Example:

{
  "voice_activity_detection": {
    "start_time": 0.2,
    "end_time": 0.8,
    "volume_threshold": 0.7,
    "confidence_threshold": 0.7,
    "endpoint_sensitivity": 0.5,
    "interruption_strategy": "vad-based",
    "mute_strategy": ["mute_until_first_bot_complete"],
    "word_count": 2
  }
}

4.3 Enhancements and Filters

Audio processing and text filtering options.

Fields:

phrase_list (array): Custom phrases to improve recognition accuracy
auto_punctuation (boolean): Automatically add punctuation (default: true)
profanity_filter (boolean): Filter profanity from transcripts (default: false)
smart_formatting (boolean): Apply smart formatting to numbers, dates, etc. (default: true)
right_party_contact (boolean): Verify caller identity (default: false)
diarization (boolean): Identify different speakers (default: false)

Example:

{
  "enhancements_and_filter": {
    "phrase_list": ["Voicing AI", "customer support", "technical issue"],
    "auto_punctuation": true,
    "profanity_filter": false,
    "smart_formatting": true,
    "right_party_contact": false,
    "diarization": false
  }
}

Complete STT Settings Example:

{
  "stt_settings": {
    "recognition": {
      "model": "019dd234-5efg-6789-abcd-ef0123456789",
      "supported_languages": ["en"],
      "enable_multi_language": false
    },
    "voice_activity_detection": {
      "start_time": 0.2,
      "end_time": 0.8,
      "volume_threshold": 0.7,
      "confidence_threshold": 0.7,
      "interruption_strategy": "vad-based",
      "mute_strategy": ["mute_until_first_bot_complete"],
      "word_count": 2
    },
    "enhancements_and_filter": {
      "phrase_list": [],
      "auto_punctuation": true,
      "profanity_filter": false,
      "smart_formatting": true,
      "right_party_contact": false,
      "diarization": false
    }
  }
}

5. Orchestration

Orchestration settings control the flow and behavior of conversations, including idle detection, call transfers, and call endings.

5.1 User Idle Detection

Detects when the user is silent and prompts them to continue.

Fields:

enabled (boolean): Enable idle detection (default: true)
idle_timeout_seconds (integer): Seconds of silence before prompting (default: 30)
max_retries (integer): Maximum prompts before ending call (default: 3)
nudge_phrases (array): Phrases to use when user is idle (e.g., ["Are you still there?", "Hello?"])
goodbye_phrase (string): Final phrase before ending call after max retries

Example:

{
  "user_idle_detection": {
    "enabled": true,
    "idle_timeout_seconds": 30,
    "max_retries": 3,
    "nudge_phrases": [
      "Are you still there?",
      "Hello? Can you hear me?",
      "I'm still here if you need help."
    ],
    "goodbye_phrase": "Thank you for calling. Goodbye!"
  }
}

5.2 Call Transfer

Configure how calls are transferred to human agents or external numbers.

Fields:

enable_transfer (boolean): Enable call transfer functionality
destinations (array): List of transfer destinations
- label (string): Human-readable label (e.g., "Sales Team", "Support")
- value (string): Phone number or extension
- transfer_phrases (array, optional): Phrases that trigger this transfer
- match_threshold (float, 0.0-1.0): Confidence threshold for phrase matching (default: 0.8)
- transfer_message (string, optional): Message to play before transferring

Example:

{
  "call_transfer": {
    "enable_transfer": true,
    "destinations": [
      {
        "label": "Sales Team",
        "value": "+1234567890",
        "transfer_phrases": ["speak to sales", "sales department", "buy something"],
        "match_threshold": 0.8,
        "transfer_message": "Transferring you to our sales team now."
      },
      {
        "label": "Technical Support",
        "value": "+1987654321",
        "transfer_phrases": ["technical support", "tech help", "IT department"],
        "match_threshold": 0.8,
        "transfer_message": "Connecting you with technical support."
      }
    ]
  }
}

5.3 Call End Settings

Control when and how calls end.

Fields:

end_phrases (array): Phrases that indicate the user wants to end the call
match_threshold (float, 0.0-1.0): Confidence threshold for phrase matching (default: 0.8)
max_call_duration_seconds (integer): Maximum call duration in seconds (0 = unlimited, default: 500)
bot_can_end_call (boolean): Whether the bot can proactively end calls (default: true)
voicemail_detection (boolean): Detect voicemail and handle accordingly (default: false)
voicemail_message (string, optional): Message to leave on voicemail

Example:

{
  "call_end": {
    "end_phrases": [
      "goodbye",
      "thank you",
      "that's all",
      "have a nice day"
    ],
    "match_threshold": 0.8,
    "max_call_duration_seconds": 600,
    "bot_can_end_call": true,
    "voicemail_detection": true,
    "voicemail_message": "Hello, this is an automated message from Acme Corp. Please call back during business hours."
  }
}

5.4 Advanced Orchestration

Advanced settings for conversation orchestration.

Fields:

vad_ignore_strategy (string): How aggressively to ignore VAD events - "None", "Low", "Medium", "High" (default: "None")
enable_transfer_pathways (boolean): Allow transferring to different pathways (default: false)
fetch_previous_call_context (boolean): Load context from previous calls (default: false)
user_profile_customization (boolean): Customize behavior based on user profile (default: false)
context_for_prompts (boolean): Include additional context in prompts (default: false)

Example:

{
  "advanced_orchestration": {
    "vad_ignore_strategy": "None",
    "enable_transfer_pathways": false,
    "fetch_previous_call_context": true,
    "user_profile_customization": false,
    "context_for_prompts": true
  }
}

Complete Orchestration Settings Example:

{
  "orchestration_settings": {
    "user_idle_detection": {
      "enabled": true,
      "idle_timeout_seconds": 30,
      "max_retries": 3,
      "nudge_phrases": ["Are you still there?"],
      "goodbye_phrase": "Thank you for calling. Goodbye!"
    },
    "call_transfer": {
      "enable_transfer": true,
      "destinations": [
        {
          "label": "Support",
          "value": "+1234567890",
          "match_threshold": 0.8
        }
      ]
    },
    "call_end": {
      "end_phrases": ["goodbye", "thank you"],
      "match_threshold": 0.8,
      "max_call_duration_seconds": 600,
      "bot_can_end_call": true,
      "voicemail_detection": false
    },
    "advanced_orchestration": {
      "vad_ignore_strategy": "None",
      "enable_transfer_pathways": false,
      "fetch_previous_call_context": false,
      "user_profile_customization": false,
      "context_for_prompts": false
    }
  }
}

6. Tools & KB

Configure custom tools and knowledge bases that the assistant can use during conversations.

6.1 Tool Call Execution

Settings for how tools are executed.

Fields:

ack_messages (array): Acknowledgment messages to play while tools execute (e.g., ["Let me check that for you.", "One moment please."])
max_retry_attempts (integer): Maximum retries if tool fails (default: 3)
timeout_seconds (integer): Timeout for tool execution in seconds (default: 15)
enable_tool_call_caching (boolean): Cache tool results for performance (default: false)

Example:

{
  "tool_call_execution": {
    "ack_messages": [
      "Let me check that for you.",
      "One moment while I look that up.",
      "Please hold while I retrieve that information."
    ],
    "max_retry_attempts": 3,
    "timeout_seconds": 15,
    "enable_tool_call_caching": false
  }
}

6.2 Tools

List of custom tools the assistant can use.

Fields (per tool):

tool_id (UUID, required): ID of the tool from the Tools section
name (string, optional): Display name for the tool
prompt (string, required): Instructions for when to use this tool
timeout_seconds (integer, optional): Tool-specific timeout
max_retry_attempts (integer, optional): Tool-specific retry limit

Example:

{
  "tools": [
    {
      "tool_id": "019ee345-6fgh-7890-bcde-f01234567890",
      "name": "Check Order Status",
      "prompt": "Use this tool when the customer asks about their order status. Extract the order number from their message.",
      "timeout_seconds": 10,
      "max_retry_attempts": 2
    },
    {
      "tool_id": "019ff456-7ghi-8901-cdef-012345678901",
      "name": "Create Support Ticket",
      "prompt": "Use this tool when the customer reports an issue that needs to be tracked. Extract issue description and customer email.",
      "timeout_seconds": 20,
      "max_retry_attempts": 3
    }
  ]
}

6.3 Knowledge Bases

Knowledge bases that provide context for answering questions.

Fields (per knowledge base):

kb_id (UUID, required): ID of the knowledge base
kb_name (string, optional): Display name
kb_description (string, optional): Description of the knowledge base

Example:

{
  "knowledge_bases": [
    {
      "kb_id": "019aa111-2bcd-3456-def0-123456789012",
      "kb_name": "Product Documentation",
      "kb_description": "Complete product documentation and FAQs"
    },
    {
      "kb_id": "019bb222-3cde-4567-ef01-234567890123",
      "kb_name": "Company Policies",
      "kb_description": "Company policies and procedures"
    }
  ]
}

Complete Tools & KB Settings Example:

{
  "tools_and_kb_settings": {
    "tool_call_execution": {
      "ack_messages": ["Let me check that for you."],
      "max_retry_attempts": 3,
      "timeout_seconds": 15,
      "enable_tool_call_caching": false
    },
    "tools": [
      {
        "tool_id": "019ee345-6fgh-7890-bcde-f01234567890",
        "name": "Order Status Check",
        "prompt": "Use when customer asks about order status"
      }
    ],
    "knowledge_bases": [
      {
        "kb_id": "019aa111-2bcd-3456-def0-123456789012",
        "kb_name": "Product Docs",
        "kb_description": "Product documentation"
      }
    ]
  }
}

7. Post-Call Analysis

Configure what happens after a call ends, including analysis, webhooks, and data extraction.

7.1 Analysis Prompt

Custom prompt for analyzing call transcripts and extracting insights.

Fields:

prompt_text (string): Prompt template for post-call analysis

Example:

{
  "analysis_prompt": {
    "prompt_text": "Analyze this call transcript and extract:\n1. Call sentiment (positive/negative/neutral)\n2. Main topics discussed\n3. Customer satisfaction level\n4. Action items or follow-ups needed\n\nTranscript: {{transcript}}"
  }
}

7.2 Post-Call Tools

Tools to execute after the call ends (e.g., update CRM, send notifications).

Fields (per tool):

tool_id (UUID, required): ID of the tool to execute
name (string, optional): Display name

Example:

{
  "post_call_tools": [
    {
      "tool_id": "019gg567-8hij-9012-def0-123456789012",
      "name": "Update CRM"
    },
    {
      "tool_id": "019hh678-9ijk-0123-ef01-234567890123",
      "name": "Send Email Summary"
    }
  ]
}

7.3 Extract Fields

Fields to extract from the conversation for storage and analysis.

Example:

{
  "extract_fields": [
    "customer_name",
    "email_address",
    "phone_number",
    "company_name",
    "meeting_scheduled",
    "interest_level",
    "budget_range",
    "timeline"
  ]
}

7.4 Call Disposition Tracking

Track how calls ended for analytics.

Fields:

user_disconnected (boolean): Track if user hung up
transfer_completed (boolean): Track if call was transferred
max_duration_reached (boolean): Track if max duration was reached
bot_ended (boolean): Track if bot ended the call
technical_issue (boolean): Track technical issues
voicemail_detected (boolean): Track if voicemail was detected

Example:

{
  "call_disposition_tracking": {
    "user_disconnected": true,
    "transfer_completed": true,
    "max_duration_reached": true,
    "bot_ended": true,
    "technical_issue": true,
    "voicemail_detected": true
  }
}

Complete Post-Call Settings Example:

{
  "post_call_settings": {
    "analysis_prompt": {
      "prompt_text": "Analyze this call and extract key insights."
    },
    "post_call_tools": [
      {
        "tool_id": "019gg567-8hij-9012-def0-123456789012",
        "name": "Update CRM"
      }
    ],
    "extract_fields": [
      "customer_name",
      "email_address",
      "issue_type"
    ],
    "call_disposition_tracking": {
      "user_disconnected": true,
      "transfer_completed": true,
      "max_duration_reached": false,
      "bot_ended": true,
      "technical_issue": false,
      "voicemail_detected": false
    }
  }
}

8. Advance Settings

Advanced configuration for security, observability, and performance.

8.1 Security & Privacy

Fields:

pii_masking (boolean): Mask personally identifiable information (default: false)
hipaa_compliance_mode (boolean): Enable HIPAA compliance features (default: true)
end_to_end_encryption (boolean): Enable end-to-end encryption (default: true)
store_transcripts (boolean): Store call transcripts (default: true)
store_recordings (boolean): Store call recordings (default: true)
data_retention_days (integer): Days to retain data (default: 90)

Example:

{
  "security_and_privacy": {
    "pii_masking": true,
    "hipaa_compliance_mode": true,
    "end_to_end_encryption": true,
    "store_transcripts": true,
    "store_recordings": true,
    "data_retention_days": 90
  }
}

8.2 Observability

Monitoring and alerting configuration.

Fields:

monitoring_stack (array): Monitoring tools to use (e.g., ["LangFuse", "Sentry", "DataDog"])
enable_guardrails (boolean): Enable AI guardrails
guardrails_provider (string): Guardrails service provider
alert_email (string): Email for alerts

Example:

{
  "observability": {
    "monitoring_stack": ["LangFuse", "Sentry"],
    "enable_guardrails": true,
    "guardrails_provider": "openai",
    "alert_email": "alerts@example.com"
  }
}

8.3 Performance

Performance optimization settings.

Fields:

cache_strategy (string): Caching strategy - "none", "redis", "memory"
concurrent_call_limit (integer): Maximum concurrent calls
response_timeout_seconds (integer): Timeout for AI responses
enable_cdn (boolean): Enable CDN for faster delivery
server_region (string): Preferred server region

Example:

{
  "performance": {
    "cache_strategy": "redis",
    "concurrent_call_limit": 100,
    "response_timeout_seconds": 30,
    "enable_cdn": true,
    "server_region": "us-east-1"
  }
}

Complete Advanced Settings Example:

{
  "advanced_settings": {
    "security_and_privacy": {
      "pii_masking": false,
      "hipaa_compliance_mode": true,
      "end_to_end_encryption": true,
      "store_transcripts": true,
      "store_recordings": true,
      "data_retention_days": 90
    },
    "observability": {
      "monitoring_stack": [],
      "enable_guardrails": false,
      "guardrails_provider": null,
      "alert_email": null
    },
    "performance": {
      "cache_strategy": null,
      "concurrent_call_limit": null,
      "response_timeout_seconds": null,
      "enable_cdn": false,
      "server_region": null
    }
  }
}

9. Inbound Calls

Telephony settings for handling inbound calls (configured via Deployments, but referenced here).

Telephony Provider Settings

Fields:

provider (string): Telephony provider (e.g., "Twilio", "Plivo")
inbound_webhook_url (string): Webhook URL for inbound call events
phone_number (string): Phone number assigned to this assistant
enable_call_recording (boolean): Record calls
enable_sip_transfer (boolean): Enable SIP-based transfers

Audio Settings

Fields:

codec (string): Audio codec (e.g., "OPUS", "PCMU", "PCMA")
sample_rate (integer): Audio sample rate (e.g., 16000)
echo_cancellation (boolean): Enable echo cancellation (default: true)
noise_suppression (boolean): Enable noise suppression (default: true)

Example:

{
  "telephony_settings": {
    "telephony": {
      "provider": "Twilio",
      "inbound_webhook_url": "https://api.example.com/webhooks/inbound",
      "phone_number": "+1234567890",
      "enable_call_recording": true,
      "enable_sip_transfer": false
    },
    "audio": {
      "codec": "OPUS",
      "sample_rate": 16000,
      "echo_cancellation": true,
      "noise_suppression": true
    }
  }
}

Note: Inbound call configuration is typically done through the Deployments section, which links assistants to phone numbers.

Complete Examples

Example 1: Prompt-Based Customer Support Assistant

{
  "status": "draft",
  "prompt": {
    "template": "You are a helpful customer support agent for Acme Corp.\n\nYour responsibilities:\n1. Greet customers warmly\n2. Listen to their concerns\n3. Provide solutions or escalate to human agents\n4. Be professional, empathetic, and concise\n\nCurrent time: {{timestamp}}\nCaller: {{call_from}}\n\nCustomer says: {{user_input}}",
    "vars": ["timestamp", "call_from", "user_input"],
    "output_variables": ["customer_name", "issue_type", "resolution_status"]
  },
  "basic_settings": {
    "basic_info": {
      "name": "customer_support_assistant",
      "description": "Handles customer support inquiries",
      "model_selection": "019bb7a2-bc4f-7f09-a79c-2d6445d2811f"
    },
    "conversation": {
      "enable_welcome_message": true,
      "custom_greeting": "Hello! Thank you for calling Acme Corp. How can I assist you today?",
      "conversation_style": "Professional"
    },
    "context_info": {
      "include_current_timestamp": true,
      "timezone": "America/New_York",
      "include_call_from": true,
      "include_location": false,
      "previous_context": {
        "include_previous_context": true,
        "previous_history_days": 7
      }
    },
    "assistant_flow_manager": {
      "assistant_mode": "prompt",
      "pathway_id": null
    }
  },
  "tts_settings": {
    "model": "019cc123-4def-5678-9abc-def012345678",
    "voice": {
      "voice_id": "1SM7GgM6IMuvQlz2BwM3",
      "speaker_name": "Michael",
      "speaker_type": "elevenlabs",
      "language": "en",
      "stability": 0.5,
      "similarity_boost": 0.5
    },
    "speech_enhancements": {
      "expressiveness": 75,
      "speed": 1.0,
      "enable_number_normalization": true
    }
  },
  "stt_settings": {
    "recognition": {
      "model": "019dd234-5efg-6789-abcd-ef0123456789",
      "supported_languages": ["en"]
    },
    "voice_activity_detection": {
      "start_time": 0.2,
      "end_time": 0.8,
      "volume_threshold": 0.7,
      "confidence_threshold": 0.7
    }
  },
  "orchestration_settings": {
    "user_idle_detection": {
      "enabled": true,
      "idle_timeout_seconds": 30,
      "max_retries": 3
    },
    "call_transfer": {
      "enable_transfer": true,
      "destinations": [
        {
          "label": "Human Agent",
          "value": "+1234567890",
          "match_threshold": 0.8
        }
      ]
    },
    "call_end": {
      "max_call_duration_seconds": 600,
      "bot_can_end_call": true
    }
  },
  "tools_and_kb_settings": {
    "tools": [
      {
        "tool_id": "019ee345-6fgh-7890-bcde-f01234567890",
        "name": "Create Support Ticket",
        "prompt": "Use when customer reports an issue"
      }
    ],
    "knowledge_bases": [
      {
        "kb_id": "019aa111-2bcd-3456-def0-123456789012",
        "kb_name": "Support FAQs"
      }
    ]
  },
  "post_call_settings": {
    "analysis_prompt": {
      "prompt_text": "Analyze call and extract customer satisfaction and issue resolution."
    },
    "extract_fields": ["customer_name", "issue_type", "resolution_status"]
  }
}

Example 2: Pathways-Based Sales Assistant

{
  "status": "draft",
  "prompt": null,
  "basic_settings": {
    "basic_info": {
      "name": "sales_assistant",
      "description": "Handles sales inquiries and lead qualification",
      "model_selection": "019bb7a2-bc4f-7f09-a79c-2d6445d2811f"
    },
    "conversation": {
      "enable_welcome_message": true,
      "custom_greeting": "Hi! Thanks for your interest in our products. Let's get started!",
      "conversation_style": "Friendly"
    },
    "context_info": {
      "include_current_timestamp": true,
      "timezone": "UTC",
      "include_call_from": true
    },
    "assistant_flow_manager": {
      "assistant_mode": "pathways",
      "pathway_id": "019abb3c-6c9d-7fca-908c-5797cdba00be"
    }
  },
  "tts_settings": {
    "model": "019cc123-4def-5678-9abc-def012345678",
    "voice": {
      "voice_id": "2TN8HhN7JNuvRlz3CxN4",
      "speaker_name": "Sarah",
      "speaker_type": "elevenlabs",
      "language": "en"
    }
  },
  "stt_settings": {
    "recognition": {
      "model": "019dd234-5efg-6789-abcd-ef0123456789",
      "supported_languages": ["en"]
    }
  },
  "orchestration_settings": {
    "user_idle_detection": {
      "enabled": true,
      "idle_timeout_seconds": 20
    },
    "call_transfer": {
      "enable_transfer": true,
      "destinations": [
        {
          "label": "Sales Team",
          "value": "+1987654321"
        }
      ]
    }
  },
  "tools_and_kb_settings": {
    "tools": [
      {
        "tool_id": "019ff456-7ghi-8901-cdef-012345678901",
        "name": "Update CRM",
        "prompt": "Use to update lead information in CRM"
      }
    ]
  }
}

Validation Rules

Required Fields for Active Assistant

When marking an assistant as active, the following fields are required:

Basic Settings:
- basic_info.name (non-empty)
- basic_info.model_selection (valid UUID)
- assistant_flow_manager.assistant_mode ("prompt" or "pathways")
- If assistant_mode is "prompt": prompt.template must be provided
- If assistant_mode is "pathways": assistant_flow_manager.pathway_id must be provided
TTS Settings:
- tts_settings.model (valid UUID)
- tts_settings.voice.voice_id (non-empty)
- tts_settings.voice.speaker_name (non-empty)
- tts_settings.voice.language (non-empty)
STT Settings:
- stt_settings.recognition.model (valid UUID or string)
- stt_settings.recognition.supported_languages (non-empty array)

Field Constraints

Voice Speed: Must be between 0.25 and 2.0
Match Thresholds: Must be between 0.0 and 1.0
Stability/Similarity Boost: Must be between 0.0 and 1.0
Expressiveness: Must be between 0 and 100
Idle Timeout: Must be positive integer
Max Call Duration: Must be positive integer (0 = unlimited)

API Endpoints

Create Assistant

POST /api/v1/ai-assistant/
Content-Type: application/json
Authorization: Bearer <token>

{
  // Full assistant configuration as shown in examples above
}

Update Assistant

PUT /api/v1/ai-assistant/{assistant_id}
Content-Type: application/json
Authorization: Bearer <token>

{
  // Partial or full assistant configuration
}

Get Assistant

GET /api/v1/ai-assistant/{assistant_id}
Authorization: Bearer <token>

Mark Assistant as Active

PATCH /api/v1/ai-assistant/{assistant_id}/activate
Authorization: Bearer <token>

This endpoint performs comprehensive validation before activating the assistant.

Best Practices

Choose the Right Mode:
- Use Prompt Mode for simple, flexible conversations
- Use Pathways Mode for structured, multi-step flows with specific decision points
Voice Configuration:
- Test different voices to match your brand
- Adjust stability and similarity_boost for consistency
- Use pronunciation guides for brand names and technical terms
STT Optimization:
- Add phrase lists for domain-specific terms
- Adjust VAD thresholds based on call quality
- Enable smart formatting for better transcript quality
Tool Integration:
- Provide clear prompts for when tools should be used
- Set appropriate timeouts for external API calls
- Use acknowledgment messages to keep users informed
Context Management:
- Enable previous context for better continuity
- Use timezone settings for accurate timestamps
- Include caller information when relevant
Security:
- Enable PII masking for sensitive data
- Configure data retention policies
- Use HIPAA compliance mode for healthcare applications

File Uploads

Custom Greeting Audio

POST /api/v1/ai-assistant/upload/custom-greeting-audio
Content-Type: multipart/form-data
Authorization: Bearer <token>

file: <audio_file>

Returns: {"file_path": "uploads/greetings/..."}

Use in: basic_settings.conversation.custom_greeting_audio_file_path

TTS Pronunciation Source

POST /api/v1/ai-assistant/upload/tts-pronunciation-source
Content-Type: multipart/form-data
Authorization: Bearer <token>

file: <csv_file>

Returns: {"file_path": "uploads/pronunciation/..."}

Use in: tts_settings.pronunciation.source_url

Troubleshooting

Assistant Not Responding

Check TTS and STT model IDs are valid
Verify voice configuration is complete
Ensure assistant is marked as active

Poor Speech Recognition

Add phrase lists for domain terms
Adjust VAD thresholds
Check audio codec and sample rate settings

Tools Not Executing

Verify tool IDs are correct
Check tool prompts are clear
Review timeout and retry settings

Call Transfers Not Working

Verify transfer destinations are configured
Check match thresholds are appropriate
Ensure transfer phrases are clear

Last updated: [01/19/2026]

Overview​

Assistant Flow Modes​

Table of Contents​

1. Basic Settings​

1.1 Basic Information​

1.2 Conversation Settings​

1.3 Context Information​

1.4 Assistant Flow Configuration​

2. Prompt​

Prompt Structure​

3. TTS Controls​

3.1 Voice Configuration​

3.2 Pronunciation Guide​

3.3 Speech Enhancements​

3.4 Multi-Language Support​

4. STT Controls​

4.1 Recognition Settings​

4.2 Voice Activity Detection (VAD)​

4.3 Enhancements and Filters​

5. Orchestration​

5.1 User Idle Detection​

5.2 Call Transfer​

5.3 Call End Settings​

5.4 Advanced Orchestration​

6. Tools & KB​

6.1 Tool Call Execution​

6.2 Tools​

6.3 Knowledge Bases​

7. Post-Call Analysis​

7.1 Analysis Prompt​

7.2 Post-Call Tools​

7.3 Extract Fields​

7.4 Call Disposition Tracking​

8. Advance Settings​

8.1 Security & Privacy​

8.2 Observability​

8.3 Performance​

9. Inbound Calls​

Telephony Provider Settings​

Audio Settings​

Complete Examples​

Example 1: Prompt-Based Customer Support Assistant​

Example 2: Pathways-Based Sales Assistant​

Validation Rules​

Required Fields for Active Assistant​

Field Constraints​

API Endpoints​

Create Assistant​

Update Assistant​

Get Assistant​

Mark Assistant as Active​

Best Practices​

File Uploads​

Custom Greeting Audio​

TTS Pronunciation Source​

Troubleshooting​

Assistant Not Responding​

Poor Speech Recognition​

Tools Not Executing​

Call Transfers Not Working​

Overview

Assistant Flow Modes

Table of Contents

1. Basic Settings

1.1 Basic Information

1.2 Conversation Settings

1.3 Context Information

1.4 Assistant Flow Configuration

2. Prompt

Prompt Structure

3. TTS Controls

3.1 Voice Configuration

3.2 Pronunciation Guide

3.3 Speech Enhancements

3.4 Multi-Language Support

4. STT Controls

4.1 Recognition Settings

4.2 Voice Activity Detection (VAD)

4.3 Enhancements and Filters

5. Orchestration

5.1 User Idle Detection

5.2 Call Transfer

5.3 Call End Settings

5.4 Advanced Orchestration

6. Tools & KB

6.1 Tool Call Execution

6.2 Tools

6.3 Knowledge Bases

7. Post-Call Analysis

7.1 Analysis Prompt

7.2 Post-Call Tools

7.3 Extract Fields

7.4 Call Disposition Tracking

8. Advance Settings

8.1 Security & Privacy

8.2 Observability

8.3 Performance

9. Inbound Calls

Telephony Provider Settings

Audio Settings

Complete Examples

Example 1: Prompt-Based Customer Support Assistant

Example 2: Pathways-Based Sales Assistant

Validation Rules

Required Fields for Active Assistant

Field Constraints

API Endpoints

Create Assistant

Update Assistant

Get Assistant

Mark Assistant as Active

Best Practices

File Uploads

Custom Greeting Audio

TTS Pronunciation Source

Troubleshooting

Assistant Not Responding

Poor Speech Recognition

Tools Not Executing

Call Transfers Not Working