The voice agent is your AI agent in Mando answering a real spoken call. It uses the same knowledge and tools as your chat agent, talks back in real time, and saves the whole conversation to your inbox.
Where calls come from
A call reaches the agent in one of two ways:
A phone number you connect. Callers dial your number and the agent picks up. See Connect a Twilio number to your AI agent.
The call button on your web chat widget. Visitors start a voice call from the widget without dialling anything. See Let visitors call your AI from the chat widget.
There is no outbound calling. The agent answers calls that come to it; it does not dial customers.
What you set up before it can answer
A Customer Service app. Voice lives only on this app type.
A plan with voice. Voice calls are included from the Business plan and on every free trial.
Who answers your calls, the card on the Voice page where you choose the agent's name, language and accent, greeting and voice. Without it the call still connects, but the agent introduces itself as "AI assistant" in a default voice. See Set up who answers your calls in Mando.
Message credits. A call needs at least 5 credits to start, and each minute uses 5. See What counts as a message credit in Mando.
A connected phone number, for phone calls only. Web calls need no number.
What a call leaves behind
The conversation lands in your inbox as a normal thread, with each spoken turn saved as a message.
A live call is pinned to the top of the inbox so an agent can join it.
Transcripts are always saved. Calls are not recorded as audio.
A voice call thread is read-only on text: the visitor cannot type a follow-up in it and starts a new chat instead.