AI voice agent: what it is and how it handles your business calls
What an AI voice agent is, what it resolves on inbound and outbound calls, how it connects with WhatsApp and what to check before you switch it on.
What an AI voice agent is
It is an assistant that understands what the caller says, checks the business's systems and replies in a natural voice. Unlike a phone menu ("press 1"), it holds a conversation: the caller explains what they need in their own words and the agent resolves it or transfers the call.
In Wenzy, voice is one more channel for the same agent. Each agent runs as text only, voice only or both, and the call lands in the same conversation as the contact's WhatsApp, so the AI sees the history from every channel.
What it resolves during a call
- Appointments: checks availability, books, reschedules and cancels, and shares service and location details.
- Hotels: checks availability and rates, quotes and creates the booking from the Standard plan, with the same features your plan has in chat.
- Sends a WhatsApp message, an approved template or a summary of what was agreed, with the caller's permission.
- Schedules a callback up to 30 days out or takes a message for the team.
- Transfers to a phone or to a teammate answering in the browser, with a briefing first: whoever picks up hears the context before connecting.
Inbound and outbound calls
| Type | When it happens | What the agent does |
|---|---|---|
| Inbound | Someone calls the business number, at any hour | Answers, creates the contact on a first call and resolves or transfers |
| Requested callback | The customer asks for a call on WhatsApp | Calls; asks for the number first when none is on file |
| Reminder | Before an appointment | Reminds the customer, with a WhatsApp fallback and never after the appointment time |
| Follow-up or campaign | Something is pending or a campaign is running | Picks up the open item instead of a generic hello |
| Scheduled callback | Agreed in an earlier conversation | Calls on the agreed date |
What it doesn't do
- It gives no medical, legal or financial advice and only asks for name, phone and the general reason.
- It doesn't call again anyone who said "don't call me again": it records the request and removes the contact from automated calls.
- It doesn't call outside the contact hours the business sets.
- It doesn't clone voices instantly: the Wenzy team prepares a custom business voice in 1–2 business days from a sample.
What to check before you switch it on
- 1Pick the numberBuy a number in the app or connect your business's SIP trunk to keep your current number.
- 2Choose voice and language25+ voices with accents from Mexico, Colombia, Spain, Latin America, Brazil, the US and the UK, with a voice per language and per contact country.
- 3Set contact hoursOutbound calls follow those hours, and retries stop if the person writes first.
- 4Decide who takes transfersA phone number or a teammate answering in the browser.
- 5Check the balanceCalls are billed per started minute from a prepaid balance, from US$0.18/min; unanswered calls are free.
Concurrent calls by plan
| Plan (hotels · appointments) | Calls at once |
|---|---|
| Free trial | 1 |
| Basic · Esencial | 2 |
| Standard · Profesional | 3 |
| Professional · Clínica | 5 |
Frequently asked questions
Does the voice agent replace my front desk?
No. It handles repetitive and after-hours calls and transfers the cases that need a person to your team, with a summary of the call.
Which plans include it?
Every plan, including the free trial with US$1.80 of balance, about 10 minutes. What changes is how many calls the agent handles at once.
Which languages does it speak?
Spanish, English and Portuguese, and it switches language when the caller speaks another.
Where do I see what happened on each call?
In the inbox: direction, duration, outcome, cost, recording, summary and transcript for every call.
TRY WENZY
Try the voice agent on your own phone
Create your free account: a 14-day trial with US$1.80 of voice balance and no card. Have the agent call you before you go live.
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