FAQs
What is VoiceIQ?
VoiceIQ is an AI-powered voice assistant that answers inbound phone calls, understands caller intent through natural conversation, and takes action — creating tickets, resetting passwords, booking appointments, or transferring to a human agent when needed.
What infrastructure does VoiceIQ use for calls?
VoiceIQ uses Twilio as the voice provider. You purchase a Twilio phone number, configure it with the VoiceIQ webhook URL from the Platform Keys page, and all inbound calls to that number are handled by VoiceIQ.
What is a Department?
A Department is a configured call-handling context — for example, IT Support or HR. Each Department has its own AI persona (system prompt, greeting, tone, knowledge base), Actions (tasks the AI can perform), Escalation Rules, and Routing fallback. Calls are handled within the context of the relevant Department.
Can VoiceIQ create tickets automatically?
Yes. The Ticket Creation action can be added to any Department. When the AI determines a ticket should be created — either because the caller explicitly asks or because the conversation flow leads to it — the AI creates a ticket in the configured system (Rezolve AI, ServiceNow, or Jira) and confirms the ticket creation to the caller.
How does human handoff work?
When an Escalation Rule fires (e.g., caller sentiment goes Negative) or the AI cannot resolve the issue and the Fallback Action is set to Transfer, VoiceIQ initiates a Human Handoff. The call is transferred to the Department's Default Transfer Number, or to the global Fallback Number if the Department does not have one set.
What is the Warm Handoff Webhook?
When a Warm Handoff Webhook URL is configured on the Human Handoff page, VoiceIQ sends the call summary, transcript, ticket ID, and caller metadata to that URL before the call is connected to the human agent. This allows the human agent to be briefed before picking up the call.
Can different Departments use different transfer numbers?
Yes. Each Department has its own Default Transfer Number field on the Identity tab, and each escalation rule can also set its own Transfer Number. The global Fallback Number in Human Handoff settings is used when a Department does not have its own number configured.
What sentiments does VoiceIQ detect?
VoiceIQ assesses caller sentiment as Positive, Neutral, or Negative. Sentiment is recorded in the Call Log and can be used to trigger Escalation Rules.
How do I review what happened on a call?
Navigate to Call Logs. Each call record shows the caller, Department, duration, outcome, and sentiment. Click the transcript icon at the end of any call row to open the Transcript panel with the full turn-by-turn conversation.
What integrations does VoiceIQ support?
VoiceIQ connects with ServiceNow, Okta, Microsoft Entra ID, Rezolve AI, Calendly, and Jira. Each integration is configured from the Connections page and enables a corresponding Action type in Departments.
Can I monitor calls in real time?
Yes. The Live Calls page shows all calls currently in progress, including the number of active calls and which Departments are engaged.