Voice AI Agents let your practice answer and place phone calls automatically using natural, human-sounding conversation. A Voice AI Agent can greet callers, answer routine questions about your practice, capture caller contact details, route or transfer calls, and even reach out to leads on outbound campaigns — around the clock. This guide explains what Voice AI can do, how inbound and outbound calling work, the built-in compliance safeguards, and how to read your outbound reporting.
Before you start: Voice AI Agents work on accounts using Aesthetix CRM phone numbers powered by native Twilio. Make sure you have a Twilio number connected to your account before assigning it to an agent.
Note on PHI: Don't enter protected health information (PHI) into Voice AI. AI features aren't approved for processing PHI — use them for productivity, communication, scheduling, and engagement, not to store or process medical records. See the HIPAA Compliance guide for details.
A Voice AI Agent is an automated phone assistant that handles conversations on your behalf. It uses advanced speech recognition and natural language understanding to talk with callers naturally, understand context, and take actions based on the goals you define. The result is personalized, efficient phone support that never sleeps.
Key benefits include:
Natural conversations: Handles natural speech and understands context, so callers feel heard.
Speech recognition: Accurately transcribes and interprets spoken words.
Easy integration: Works seamlessly with the rest of Aesthetix CRM and your other business tools.
Customizable responses: Tailor the agent's personality and the way it responds.
24/7 availability: Offers continuous coverage without downtime.
For current pricing, see the pricing page. Phone and SMS charges are billed separately from your Twilio numbers.
You build and manage agents under AI Agents > Voice AI. Voice AI offers two builders: a Prompt-based builder, where you describe your agent's goals, business details, and behavior in natural language, and a newer Flow-based builder (currently available in Labs) for designing step-by-step call flows visually. You can create multiple agents, each with its own assigned phone number and unique configuration, to cover different services or departments.
Once an agent is assigned to a phone number, it answers incoming calls automatically.
Call routing: Calls to the assigned number are handled by the AI agent during your working hours.
After-hours handling: Calls received outside working hours follow the settings you've configured (for example, forwarded to voicemail or to another number).
During a call, the agent can take a range of actions to capture information and move the lead to the next step:
Update contact fields: Automatically saves collected information to the caller's contact record.
Trigger workflows: Starts predefined workflows based on what's said during the call.
End calls: Concludes the call politely when appropriate.
Transfer calls: Connects the caller to a team member when your conditions are met.
Send SMS: Sends text messages with relevant information or follow-ups.
Voice AI Outbound Calling lets your agent place calls automatically from inside a workflow. You select an agent, choose a phone number, and let workflow triggers schedule the outreach. The same agent can handle both inbound and outbound calls — just give it prompts that account for each direction.
Important: Before you can use outbound Voice AI, you must register and be approved. Begin registration under AI Agents > Voice AI and click Enable Outbound Calls. This runs the compliance checks described below.
Outbound calling follows built-in rules that keep your outreach consistent and compliant without overwhelming contacts:
Calls are placed at a rate of 10 calls per minute per location (one every 6 seconds).
Each location can make up to 1,000 calls per day. Any overflow is deferred to the next day.
Each contact's phone number can be called only once per day, and no more than 14 times in a 14-day period. Calls beyond this limit will fail.
Calls are scheduled only between 8:00 AM and 8:00 PM, based on the contact's phone number time zone.
Calls are placed only to contacts who have opted in, have Do Not Disturb (DND) turned off, and have a domestic (same-country) number.
The location must have outbound calling enabled and KYC completed.
Outbound Voice AI calls can only run from inside a workflow. Follow these steps:
Step 1: Create a workflow for outbound calling
Go to Automation in your sub-account.
Create a new workflow with the + Create Workflow button (or edit an existing one) and follow the prompts.
Step 2: Add the Voice AI Outbound Call action
Open your workflow and click the + icon to add a new action.
Scroll or search for the Voice AI Outbound Call action and add it to your workflow.
Step 3: Configure the action
Action Name: Give the action a descriptive name, or keep the default. This labels what the action does.
AI Agent: Choose the agent that will handle the call. The same agent can manage both inbound and outbound interactions. If you haven't created a Voice AI agent yet, create one first under AI Agents > Voice AI, then return to this step.
From Phone Number: Add the Twilio phone number the agent will call from. If you haven't added a number to your account yet, add one first, then return to this step.
Step 4: Save, publish, and test
Save your workflow and monitor scheduled calls to confirm they stay within the built-in thresholds. To test safely, add yourself to the workflow and have the agent call your personal phone. A good practice is to build an internal test segment (for example, tag records "QA – Voice AI"), point the workflow only at those records, use your own numbers for live trials, and review the call logs and transcripts before expanding.
Aesthetix CRM includes an automated compliance engine that reviews every location, contact, and phone-number detail before an outbound AI call is placed. It confirms you pass Know-Your-Customer (KYC) verification, capture legally valid opt-in language, and respect rate-limit, DND, and calling-hour rules. Any non-compliant call is rejected before it dials — so it never consumes minutes or credits.
Instant KYC approval keeps your business eligible for outbound AI calls.
Automatic Terms & Conditions scanning pinpoints missing or weak consent text.
Real-time opt-in checks prevent dialing contacts without proper permission.
Built-in rate and daily-limit throttling removes manual guesswork.
Time-zone-aware call-hour guardrails reduce TCPA risk.
Pre-call rejections save credits and protect your reputation with carriers and consumers.
Outbound calls originate only from locations that have explicitly enabled outbound AI calling and completed KYC. Calls from any location that fails either requirement are blocked.
Before dialing, the system confirms:
Documented opt-in (currently captured via Aesthetix CRM forms).
No Do-Not-Disturb (DND) flag on the voice channel.
No previous opt-out from the contact.
Non-compliant contacts trigger an immediate call rejection.
These FCC-friendly throttles are enforced automatically:
Rate: 10 calls per minute per location (one every 6 seconds).
Daily: Maximum 1,000 calls per location. Excess calls are automatically scheduled for the next day.
Phone-number limits: One call per phone number per day, and no more than 14 calls in a 14-day period.
Country boundary: Calls are allowed only to domestic (same-country) numbers.
Calls are placed only between 8:00 AM and 8:00 PM in the contact's phone-number time zone. The time zone is calculated automatically, and calls outside the window are blocked.
When you click Enable Outbound Calls, the system:
Runs KYC instantly.
Scans your latest Terms & Conditions (starting with forms) for valid consent wording.
Surfaces missing opt-in text so you can update your assets before calling.
These scans repeat in the background to keep you current as consent language evolves.
The Outbound Calling Dashboard is an analytics view inside the Voice AI suite. It aggregates data for every call your agents place — connected, voicemail, no-answer, or failed — and presents it as easy-to-read tiles, charts, and logs. Modeled after the inbound dashboard, it gives you a holistic picture of outbound engagement and automation performance in one place.
Instant performance snapshot: See attempts, connections, and actions at a glance.
Identify drop-off points: Spot high no-answer or voicemail rates and adjust local-presence dialing or timing.
Measure call quality: Track total and average talk time against your benchmarks.
Coach with context: Use sentiment charts to uncover friction points in real conversations.
Workflow accountability: A "Workflow Name" column ties every call back to its originating automation.
Unified reporting: Aligns outbound and inbound metrics for apples-to-apples comparisons.
Attempted calls: Every outbound dial — connected, voicemail, no-answer, and failed — so you always know how many prospects your AI tried to reach. Use it to monitor daily dialing volume, gauge list coverage and pacing, and spot sudden spikes in failed calls that may indicate number blocking or carrier issues.
Connected calls: Successful connections, including total connected calls, total and average duration, and trend charts you can toggle between daily, weekly, and monthly views.
Actions and sentiment: Every automation trigger (such as a task created or a tag applied) plus real-time sentiment detection, so you can validate that workflows fire correctly and visualize positive, neutral, and negative outcomes to refine scripts.
Detailed call logs: A sortable log of every attempt, with columns for Call Status (Connected, Voicemail, No Answer, or Failed), Workflow Name, Date/Time, Duration, Recording, and Transcript. A Call Type filter lets you isolate Test vs. Live calls.
Log in to the desired sub-account, then go to AI Agents > Voice AI > Dashboards & Logs > Outbound.
Adjust the Time Range filter (Today, 7 Days, 30 Days, or Custom) to scope the data set.
Hover over any chart for exact counts, or click a tile to jump directly to the filtered call logs.
Export data via the kebab (⋮) menu for CSV reporting, or share a read-only link with your team.
Repeat regularly to keep an eye on performance.
Can I use my existing phone numbers with a Voice AI Agent?
Yes. You can assign any available Twilio phone number in your account to the agent.
Can the agent collect caller contact details and create contact records automatically?
Absolutely. The agent can collect details such as name, email, and address, and automatically update or create contact records in Aesthetix CRM.
Can the agent schedule appointments during a call?
The agent can collect information and trigger workflows. Direct appointment booking is handled by connecting those workflows to your calendar system.
Can I have multiple Voice AI Agents and phone numbers?
Yes. You can create multiple agents, each with its own assigned phone number and unique configuration, to handle different departments or services.
How do I update an agent's knowledge?
In the Prompt-based builder, update the prompts or business details in the agent's goals to train it on new products, services, or FAQs.
Can the agent handle call routing and transfers?
Yes. The agent can be configured to transfer calls to a team member based on the conditions you define.
Does the AI Employee suite cover phone and SMS charges?
No. Phone and SMS charges are billed separately through your Twilio numbers.
Can the same agent be used for both inbound and outbound calls?
Yes. A single agent can handle both directions — just provide prompts that account for each call type.
Why is my outbound call window limited?
Call hours follow time-zone-aware guardrails to reduce TCPA risk and consumer complaints. The window is enforced automatically based on the contact's phone-number time zone.
What happens if a contact reaches its daily or biweekly call limit?
If a phone number exceeds the once-per-day limit or the maximum of 14 calls in 14 days, additional calls are deferred to the next day or will fail after the threshold is reached. Review your call logs for the exact reason.
What's the difference between a "deferred" and a "failed" call?
"Deferred" generally means the system intends to call later (for example, outside your allowed window or due to load). "Failed" indicates a condition that prevented calling (for example, a missing number or a consent block). Review your call logs for the precise reason and next steps.
Will rejected calls consume Voice AI minutes or credits?
No. Rejections happen before dialing, so no minutes are billed.
Can I disable individual compliance rules?
No. All rules are mandatory to keep your outbound Voice AI calling eligible.
Does KYC need to be repeated?
Only if your business ownership or legal details change. Otherwise, it remains valid.
Where can I find the Outbound dashboard if I only see Inbound?
Make sure your sub-account has Voice AI enabled and at least one agent set to "Outbound." The Outbound tab appears once the first outbound call is logged.
Do test calls affect my outbound metrics?
No. Test calls are excluded from analytics, though they still appear in the call logs when "Test Calls" is selected.
Why are some calls marked "Failed"?
A failed status means the carrier rejected the call or the number was unreachable. High failure rates often trace back to caller-ID spam flags or invalid numbers.
Can I listen to recordings from voicemail calls?
Yes. Every Connected or Voicemail status includes a playable recording and full transcript in the call logs drawer.
How is sentiment scored on voicemail?
Sentiment is calculated only when the AI connects to a live caller; voicemail recordings are excluded from sentiment charts.
How often does the dashboard refresh?
Data updates in near real time — typically within 60 seconds of the call ending.
