Voice Agents | FieldCamp

Voice agents are AI agents that can talk on the phone. They answer incoming calls, make outbound calls, and carry on natural conversations with your clients — just like a real receptionist or team member would.

How Voice Agents Work

Here is what happens when a client calls your business number and a voice agent is active:

1. The client dials your number
2. The voice agent picks up and greets the caller
3. It listens, understands the request, and responds naturally
4. It takes action based on your instructions (books an appointment, logs a message, answers a question)
5. After the call ends, a transcript and summary are saved to FieldCamp

For outbound calls, the flow is similar — the agent dials the client, follows its instructions (deliver a reminder, ask a satisfaction question), and logs the result.

Use Cases

After-Hours Call Answering

Your office closes at 5 PM, but clients still call. A voice agent picks up every call, takes a message, and creates a task for your team to follow up the next morning. No more missed calls and no more voicemails that get forgotten.

Appointment Booking Over the Phone

A client calls to schedule a service. The voice agent checks available time slots on the calendar, confirms the date and time with the caller, and creates the visit in FieldCamp. The client hangs up with a confirmed appointment.

Service Status Inquiries

A client calls to ask when their technician is arriving. The voice agent looks up the job in FieldCamp, checks the visit status and scheduled time, and gives the client an update — all without your team needing to answer the phone.

Payment Reminders by Phone

For clients with overdue invoices, a voice agent makes a friendly outbound call to remind them about the outstanding balance and offers to help them pay. More personal than an email, and harder to ignore.

Post-Job Follow-Up

Three days after a job is completed, the voice agent calls the client to ask if everything went well. If the client is happy, it thanks them and asks for a review. If there is an issue, it creates a new request in FieldCamp for your team to address.

Setting Up a Voice Agent

Prerequisites

Before creating a voice agent, you need:

• Twilio connected — Voice agents use Twilio to make and receive calls. Set up your Twilio integration in Settings > Apps & Integrations. See Calls — Setup & Usage for the full walkthrough.
• A phone number — Your Twilio account needs an active phone number that clients can call.

Creating the Agent

1. Go to Agents in the left sidebar
2. Click + New Agent or browse the Marketplace for a voice agent template
3. Give it a clear name (e.g., "After-Hours Receptionist")
4. Write detailed instructions for how the agent should handle calls (see tips below)
5. Choose an AI model — GPT-4o or Claude Sonnet work best for voice conversations since they handle nuance well
6. Add Twilio and FieldCamp Data as connections. Add Google Calendar if the agent needs to book appointments
7. Test using the Agent Chat panel to verify the agent follows your instructions
8. Set the status to Active

Writing Voice Instructions

Voice conversations are different from text. Your instructions should account for:

• Greeting — how the agent should answer ("Thank you for calling [Your Business]. How can I help you?")
• Tone — friendly, professional, patient
• Pacing — keep responses short and natural; long paragraphs sound robotic on the phone
• Clarification — tell the agent to ask follow-up questions if the caller is unclear
• Escalation — define when the agent should offer to transfer the call or take a message for a human team member
• Sign-off — how the agent should end the call ("Is there anything else I can help with?")

Call Transcripts and Logs

Every call a voice agent handles is automatically logged in FieldCamp:

• Full transcript — a text record of the entire conversation
• Call summary — an AI-generated summary of what was discussed and any actions taken
• Duration and timestamp — when the call happened and how long it lasted
• Client link — the call is automatically tied to the correct client record

You can find call logs in the Inbox under the Calls tab, or on the individual client's detail page under their communication history.

Tips for Better Voice Agents

• Keep responses concise — people on the phone do not want to hear long paragraphs
• Anticipate common questions — add instructions for the 5-10 things callers ask most
• Define escalation rules — not every call can be handled by AI. Tell the agent when to say "Let me have someone from the team call you back"
• Test with real scenarios — use the Agent Chat to simulate common call types before going live
• Review transcripts weekly — read through call logs to spot where the agent could improve, then update its instructions

Next Steps

• Agent Connections — set up Twilio and other tools your voice agent needs
• Creating & Configuring Agents — detailed guide to agent settings and instructions
• Calls — Setup & Usage — configure your Twilio phone number
• Agents in Workflows — trigger voice agent calls from workflow automations