Create a Voice Agent

When you create a new AI agent, you’ll choose settings like voice and background noise, customize intake questions, and direct the agent how to handle different caller types. The LOIS Voice Agents app takes you through all seven steps of creation. Then, you can activate your agent and begin using it. 

Getting Started

The first time you sign in to LOIS Voice Agent, you’ll land on a Getting Started section, which will take you through the first steps to setting up an agent. Before you can add a LOIS Voice Agent, you must:

• complete SMS registration
• add a phone number

If you’ve already completed these steps, you can continue to the third step—setting up the agent. Click Set Up Now to navigate to the AI Agents section, where you can set up an agent. 

Once you’ve completed the initial steps, the Getting Started section will no longer appear. Go straight to the  AI Agents section and select Add New Agent to set up additional agents. 

Voice Agent Creation Steps

1. Phone Number

The first step when creating an AI Voice Agent is selecting the phone number for the agent. In this dropdown, you can select from numbers you already have, or elect to Add New Phone Number. 

On this page, you’ll also enter your backup number. If the agent is deactivated or there is an error, calls will be routed to this backup number. 

2. Service and Practice Areas

Select your service areas, practice areas, and intake questions. Service and practice area selections help the agent determine if the caller is a match before it goes through the intake questions. 

In Service Area, select the locations where you are licensed to practice. The voice agent uses this information to determine what action to take on the call. Callers outside of your practice area will be politely declined. 

In Practice Area, add the areas that you practice and would like the agent to handle. You can choose from 23 areas. 

For each practice area, add intake questions that the agent should ask.

If you are integrated with a Lead Docket account, you can import your intake questions from Lead Docket. Click Import with Lead Docket to pull in a list of intake questions for that practice area. If a field in Lead Docket has dependencies, those dependencies are included as part of the question.

3. Greeting

Add the agent’s initial greeting, whether it should disclose the recording, and the internal display name. The greeting defines how the AI agent introduces itself to the caller. 

Lastly, enter your agent’s Internal Display Name. This name is only used for internal purposes, to help you keep track of different agents. 

4. Voice and Speech

Choose the agent’s default language, ambient sounds, and voice. 

Voice Agents support English, Spanish, and French language. The agent initially speaks in the default language, but will switch if the caller speaks in a different supported language, or requests it. 

Add background noise to make the call feel more comfortable for your callers. Click play on an option in the dropdown to preview the sound. You can also opt to include keyboard typing sound when the agent is looking up or recording information. 

Select from six agent voices. Click Preview to hear an example of the voice and tone. Choose up to three of the voices. If multiple voices are selected, the number with rotate through the selections. 

5. Hours of Operation

Set the hours of operation for the voice agent. These hours can match the hours of your business, include only some hours, or extend beyond your hours. 

Before you set your hours of operation, select your time zone. The time zone dropdown is filtered to the time zones of the locations you selected in step 2. 

If a call comes in after hours, you can elect to have the voice agent handle it normally, or take a message. 

6. Caller Handling

Caller handling helps the agent identify different types of callers and which information it should collect from each. By default, the voice agent will always take the caller’s name, phone number, and message. 

You’ll see several pre-built types of callers. You can edit the information to collect and the end-of-call action for each type of caller. (Spam is automatically blocked and cannot be edited.)

7. FAQs

Lastly, you can add the most common questions your firm gets and their answers. The agent can reference these when asked those questions.  Add up to fifteen FAQs per agent.

Activate

When you’ve completed all seven steps, you can Activate your AI agent. Once the agent is activated, it will show with an Active tag in the AI Agents section. Agents can be deactivated at any time by clicking the ellipsis menu on that agent. 

As soon as an AI agent is activated, you’ll be able to call the number and speak to the agent. Learn more about how to use the agent.

Multiple AI Voice Agents

You may want to set up additional voice agents for any number of reasons. You may need different numbers for different offices. Multi-practice firms may want AI voice agents with practice-specific FAQs or greetings. You may want different agents with different default languages. 

Regardless of the reason, you can set up additional AI agents in the AI Agents section—just select Add New Agent to create a new agent with a new number.