Most support teams have quietly given up on phone support. It is expensive to staff, hard to schedule around, and the first question a caller usually asks (where is my order, how do I reset my password, what is your refund policy) is one your Knowledge Base could already answer. So teams either skip phone support entirely or route it through a call center that adds cost without adding much insight.
We built the Voice Agent because that tradeoff did not have to exist.
What it actually does
The Voice Agent is a real, ElevenLabs-powered voice you configure once from Settings: a name, a voice from ElevenLabs' library, a greeting, and a personality prompt describing how it should sound and behave. From there it drops straight into your widget as a Voice tab, so a customer can talk to it the same way they would open a chat window, no phone number, no download.
Turn on Knowledge Base grounding and the agent can search your own published articles mid-call to answer accurately, instead of guessing from a static prompt. If it cannot help, or a customer just asks for a person, it collects a name and a way to reach them and hands the call off, which creates a real conversation in your Inbox tagged with the Voice channel, transcript and recording attached, so whoever picks it up is not starting from zero.
Why this matters more than it sounds
The interesting part is not that an AI can talk. It is that every call now behaves like every other conversation in your Inbox: it is logged, searchable, and it counts toward the same feedback and insight loop as your email and chat conversations. A pattern that used to live only in a call center's internal notes, if it was captured at all, now shows up next to your widget and email conversations.
Where we are taking it next
Voice minutes are metered per plan the same way seats are, with a grace period before anything gets locked, visible right in Settings > Billing. Past calls, transcripts and recordings included, are all reviewable from Settings > Voice Sessions or straight from the Inbox conversation they escalated into.
If you have not tried it yet, turning it on takes about five minutes from Settings > Voice Agent, and the fastest way to see if it is any good is to place a real test call yourself before your customers do.