Create an AI agent
On the VoiceAI Agents page set the name, conversation language, opening greeting and instructions (role, products, working hours, when to transfer to staff).
Phone · Voice AI
AI answers at peak hours, your team takes the rest
Create an AI agent, assign it to an AI Agent extension and it answers calls, speaking replies based on your script and knowledge. When the caller needs a person, the agent transfers with a summary of the conversation.
The problem
Staff spend their day answering the same questions
The hotline is busy at peak hours, and callers ask about opening times, prices and order status that staff repeat all day. Missed calls go to your competitors.
- When the hotline is busy or unattended, callers cannot get through and leave no details.
- Repeated questions (hours, address, prices, order status) take most of the time on the phone.
- When a call is transferred to a person, they do not know what the caller just said and ask again from scratch.
How hOne solves it
An AI agent covers the phone, people handle what needs people
VoiceAI agents use Gemini's voice model to listen and speak in real time over the hOne phone system. You write the role, greeting, knowledge scope (documents, FAQ groups, web sources) and the keywords that trigger a hand-over. Each conversation is saved with a text transcript and summary.
Key capabilities
Pick a voice
Choose a male or female voice, or a specific one, and play a preview before you save.
Assign to an AI extension
Each agent points to one or more extensions of type AI Agent. When an IVR or colleague sends a call to that extension, the AI answers.
Limit the knowledge scope
Leave it empty and the agent uses all your documents and FAQs. Select specific ones to keep the agent on one job, such as technical support.
Hand over to staff
Set trigger keywords and the target extension. The employee who picks up can see what the AI already discussed with the caller.
Transcript by email
After each call the full transcript and duration are emailed to the list you enter.
Chat-test before going live
The Test chat button lets you try the conversation inside the setup page and adjust the agent before assigning a real extension.
How it works
Write the agent
Set the name, language, greeting and instructions. Choose the voice and knowledge scope.
Try it with Test chat
Ask a few questions customers usually ask and adjust until the answers are right.
Assign an extension
Create an extension of type AI Agent and pick the agent. Point the IVR or hotline to that extension.
Review and improve
Read the transcripts, see which calls were transferred, and add documents or FAQs where the AI came up short.
A real workflow
Demo Store lets AI cover the lunchtime rush
Demo Store has two people on the hotline. At lunchtime callers pile in asking about prices and delivery times and staff cannot keep up.
- Minh (owner)Creates a Receptionist agent, loads the price list and a delivery FAQ group, and sets the transfer keywords to speak to manager and complaint.
- MinhAssigns the agent to AI extension 9001 and makes the IVR send key 3 to that extension.
- CustomerCalls at 12:10, presses 3 and asks about prices and delivery time. The agent answers by voice from the documents.
- CustomerSays they want to complain. The keyword matches and the agent transfers to Lan's extension.
- LanPicks up and sees the AI summary so she does not ask again; at the end of the day Minh receives the call transcript by email.
Connects with the rest of hOne
TelephonyThe agent answers through the phone system's extensions and trunks; AI calls appear in the shared history.IVR and queuesThe IVR sends a key press or the hotline to an AI extension so the agent takes the call.Call campaignsThe same agent can be used for outbound campaigns and reminder calls.AI assistant & KnowledgeThe agent uses documents and FAQs configured under AI Assistant and Knowledge.
Frequently asked questions
Does the AI speak Vietnamese?
Yes. You choose the conversation language when you create the agent and write the greeting in that language so the AI sounds natural.
Can the AI give wrong answers?
It can, like any AI. Give it jobs that suit it, such as common questions, limit the knowledge scope, state clearly when to transfer to a person, and review call transcripts to fine-tune.
Does it add AI costs?
AI calls use an AI service, so usage-based AI costs can apply. You can follow them in the AI cost report.
Does the caller need an app?
No. Callers dial as for any normal call. Admins configure the agent on the hOne web app.
More in this area: hCall telephony & Voice AI
TelephonyExtensions, trunks, browser calling, history, recordings and SMS through SIMs, linked to customers.Call campaignsCall a customer list or remind one person at a time with AI, within call hours, with results as tasks.IVR and queuesMulti-step IVR scripts, ring groups, account-owner routing from the CRM, and business hours checks.