Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes. Voice AI agents became generally available on 1 September 2026. They need Talk, they create a ticket per call, and voice is less forgiving than text.
Can an AI agent answer the phone?
Yes. After an early access programme that began in February 2026, voice AI agents became generally available on 1 September 2026, with no sign-up needed. They do not work on Talk Partner Edition, and Contact Center support is still planned. The AI capability is not a separate add-on: the split between Essential and Advanced AI agents was removed during 2026 and the agentic features came to every Suite and Support plan.
What it does
It is assigned to a Talk phone line and takes the call from greeting through intent, resolution and wrap-up. It can run generative procedures: API calls, lookups, configured actions. Handover carries the context and transcription into Agent Workspace, and every call it touches creates a ticket with a transcription and a summary.
The other route
An external voice agent on a SIP-IN line, handling the call before it reaches your team. That is an integration you build, not a setting.
What should we settle first?
Voice is less forgiving. A customer reading an unhelpful chat answer scrolls past it; a customer hearing one is talking to a machine that did not understand them. So define narrowly what it handles, hand over sooner than feels necessary, and make sure a caller who wants a person gets one.
Start on messaging. An AI agent there teaches you what customers ask and how well it answers, at far lower cost when it is wrong, and that learning transfers.
Considering AI on the phone? Talk to us about whether it fits what you are trying to do.
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