VoiceIQ
Overview
VoiceIQ is an AI-powered voice assistant that handles inbound phone calls on behalf of your organization. Instead of routing every caller to a live agent or a static IVR menu, VoiceIQ engages the caller in a natural conversation, understands their intent, and takes action — whether that means resetting a password, creating a support ticket, scheduling a meeting, or routing the caller to the right human agent.
VoiceIQ is built around Departments — each Department represents a distinct call handling context (for example, IT Support or HR) with its own AI behavior, knowledge base, actions, and escalation rules. Incoming calls are answered by the VoiceIQ assistant, which identifies the caller's need and routes the conversation through the appropriate Department.
With VoiceIQ, an organization can:
- Answer every inbound call instantly, without wait times
- Resolve common requests autonomously — password resets, ticket creation, appointment scheduling
- Understand caller sentiment and escalate to a human when needed
- Monitor live calls in real time and review call transcripts, outcomes, and sentiment after the fact
- Integrate with existing tools — Okta, Microsoft Entra ID, ServiceNow, Jira, Calendly, and Rezolve AI
Key Concepts
| Concept | Description |
|---|---|
| Department | A logical unit that defines how a category of calls is handled. Each Department has its own identity, AI behavior, routing rules, actions, and escalation rules. |
| AI Behavior | The configuration that controls how the AI assistant converses within a Department — including its system prompt, greeting message, tone, and knowledge base. |
| System Prompt | Instructions given to the AI that define its persona, scope, and behavior for calls handled under a Department. |
| Knowledge Base | A set of question-and-answer pairs or free-text content the AI uses to answer caller queries within a Department. |
| Tone | The conversational style the AI uses — for example, formal or friendly. |
| Action | An automated task the AI can perform during a call, such as resetting an Okta/Entra password, creating a ticket, or sending a Calendly booking link. Each Department can have one or more Actions configured. |
| Escalation Rule | A rule that triggers a transfer to a human agent based on a specific condition — such as caller sentiment becoming negative, or the conversation matching a particular topic. |
| Routing | Determines what happens when the AI cannot resolve the caller's need — controlled by the Fallback Action configured on the Department's Routing tab. |
| Human Handoff | The process of transferring a call from the AI to a human agent. Configured globally (fallback number, handoff mode, webhook, retry rules, and ticket safeguards). |
| Live Calls | Real-time monitoring of all calls currently being handled by VoiceIQ. |
| Call Log | A historical record of every call handled by VoiceIQ, including caller number, department, duration, outcome, and sentiment. |
| Transcript | A text record of the conversation that took place during a call, viewable from the Call Log. |
| Sentiment | An AI-derived assessment of the caller's emotional state during the call — Positive, Neutral, or Negative. |
| Outcome | The result of a call — for example, Resolved, Transferred, or Ticket Created. |
| Assistant Identity | Global settings for the AI assistant — the organization's name, domain, industry, voice, conversation policies, and caller recognition behavior. |
| Connections | Integrations with third-party services (Okta, Microsoft Entra ID, ServiceNow, Jira, Calendly, Rezolve AI) that power the Actions a Department can perform. |
| Platform Keys | Configuration for the underlying voice infrastructure — Twilio phone number, webhook URL, and email provider settings. |
Architecture
VoiceIQ
├─ Assistant Identity (global settings — org name, voice, policies, caller recognition)
├─ Platform Keys (Twilio phone number, webhook URL, email provider)
├─ Audit Log (configuration change history)
├─ Connections (Okta, Entra ID, ServiceNow, Jira, Calendly, Rezolve AI)
├─ Human Handoff (global fallback number, handoff mode, retry rules, ticket safeguards)
├─ Departments
│ ├─ Identity (name, description, active, direct webhook URL, default transfer number, strict escalation)
│ ├─ AI Behavior (system prompt, greeting, tone, knowledge base)
│ ├─ Routing (fallback action)
│ ├─ Actions (Okta Password Reset, Entra Password Reset, Calendly, Ticket Creation)
│ └─ Escalations (rules based on sentiment or topic → transfer)
├─ Live Calls (real-time call monitoring)
└─ Call Logs (history, transcripts, sentiment, outcomes)
Setup Requirements
Prerequisites (one-time setup)
- Procure a Twilio number — purchase a voice-capable phone number from the Twilio console.
- Configure Platform Keys — navigate to Platform Keys (
/voice/credentials) and set the Twilio phone number. Copy the Webhook URL and paste it into the Twilio console as the voice webhook for the purchased number. - Configure Connections — set up any third-party integrations needed for Department Actions (Okta, Entra ID, Jira, ServiceNow, Calendly, Rezolve AI).
- Configure Assistant Identity — set the company name, domain, industry, voice, conversation policies, and caller recognition settings.
- Configure Human Handoff — set the global fallback number, handoff mode, and any retry/ticket safeguard settings.
- Create Departments — for each call category, create a Department and configure its Identity, AI Behavior, Routing, Actions, and Escalations tabs.
Ongoing Configuration
- Adding or updating Departments as new call categories are introduced.
- Updating System Prompts and Knowledge Bases as products or policies change.
- Adding new Actions or Escalation Rules to existing Departments.
- Reviewing Call Logs and transcripts to identify areas for improvement.
- Managing Connections as third-party credentials change.
Important Behavior / Rules
| Scenario | Expected Behavior |
|---|---|
| Inbound call arrives | Twilio triggers the Platform Keys webhook URL; VoiceIQ answers and greets the caller. |
| Caller's issue matches a Department | AI engages the caller using that Department's System Prompt, Tone, and Knowledge Base. |
| Action configured for the Department | AI executes the action (ticket, password reset, appointment) via the relevant Connection. |
| Escalation Rule fires (Sentiment: Negative) | AI initiates a Human Handoff and transfers the call to the Department's Default Transfer Number or the global Fallback Number. |
| Escalation Rule fires (Topic match) | AI transfers the call per the rule's configured action. |
| AI cannot resolve the issue and no escalation rule fires | The Department's Fallback Action on the Routing tab determines next steps (e.g., transfer or end call). |
| "Create Ticket Before Transfer" is enabled | A ticket is created in the configured ticketing system before the transfer attempt. |
| "Block Transfer If Ticket Fails" is enabled | If ticket creation fails, the transfer is blocked; the caller is not transferred without a ticket record. |
| Warm Handoff Webhook configured | Before the call is connected to the human agent, the call summary, transcript, ticket ID, and caller metadata are sent to the configured Webhook URL. |
| Caller Recognition: Greet caller by name enabled | Recognized callers are addressed by name at the start of the call. |
| Caller Recognition: Decline unrecognized callers enabled | Calls from unrecognized numbers are declined by the AI. |
| Jira configured and Ticket Creation action active | When triggered during a call, a Jira issue is created using the configured default project, issue type, and priority. |
| Call ends | A Call Log entry is written with caller number, Department, duration, outcome, sentiment, and transcript. |
Limitations
- VoiceIQ currently supports inbound calls only via a Twilio phone number. Outbound calling is not supported.
- Each Department's Actions depend on the corresponding Connection being fully configured and active. If a Connection is not set up or disconnected, the Action will not be available during calls.
- Only one Jira project default (project, issue type, priority) can be set at a time. Different Departments cannot currently use different Jira project defaults.
- Transcript language must be English. If non-English characters appear in transcripts, it indicates a misconfiguration in the voice recognition or AI language settings.
- The Warm Handoff Webhook requires the target endpoint to be publicly reachable. Internal-only endpoints will not receive pre-transfer notifications.
- The Live Calls page reflects the current active state at the time of viewing and does not auto-refresh unless the user reloads the page.