> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vorel.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Voice

> Inbound and outbound calling: number pools, what the agent does on a call, latency, recording, and transfer.

The voice agent answers your phone number, holds a real conversation in Arabic or English, and does
the same work the chat agent does: qualify, answer, book, escalate, write to your CRM.

## Numbers

A workspace can hold several numbers rather than one. Each number carries:

* **A role.** Inbound, outbound, or both. A number customers call does not have to be the number
  campaigns dial from.
* **A label**, so your team can tell them apart.
* **A concurrency limit**, so one number cannot be saturated by a burst.

Numbers are provisioned from our pool or ported from your existing carrier. Porting takes longer than
provisioning, so most workspaces launch on a pool number and port later.

Outbound calls pick their caller ID from the pool by strategy rather than at random, so a customer
in a given city sees a number that makes sense to them.

## On a call

<Steps>
  <Step title="Answer and identify">
    The agent greets in your default language and switches if the caller speaks the other one. If the
    number is known, the caller's history is already loaded. See [Memory and state](/agent/memory).
  </Step>

  <Step title="Understand and qualify">
    The agent asks the questions your vertical pack and your own configuration say matter, and stops
    asking once it has them.
  </Step>

  <Step title="Answer from your knowledge">
    Questions about services, prices, availability and policies are answered from your knowledge
    base and your catalog, not from general knowledge.
  </Step>

  <Step title="Book">
    Availability is checked against your calendar before a slot is offered. The agent cannot promise
    a time that is not free.
  </Step>

  <Step title="Escalate or close">
    Out of scope, a complaint, or anything your handoff rules flag goes to a human. Otherwise the
    call ends and the conversation closes itself.
  </Step>
</Steps>

## Latency

On a healthy call the agent replies in **under a second on a normal turn** and **under two seconds
on a turn that has to call a tool**, measured from the end of the caller's speech to the start of
the substantive answer.

Turns that need a tool speak while the tool runs rather than going quiet, so the caller does not
experience the gap as dead air.

<Note>
  If you benchmark this yourself, be explicit about what you are timing. Mouth-to-ear includes the
  endpointing window that decides the caller has actually stopped speaking, which is a separate
  measurement from the one above.
</Note>

## Speech behaviour

* **Bilingual mid-call.** The agent answers in the language the caller used, including switching
  part way through. See [Languages](/agent/languages).
* **Spoken formatting.** Replies are written to be heard. Prices, dates and phone numbers are phrased
  the way a person says them.
* **Interruption.** A caller talking over the agent stops it.
* **Email readback.** When the agent captures an email address it reads it back before using it,
  because transcription of addresses is the single most error-prone thing on a call.

## Recording and transcripts

Calls can be recorded per workspace. Every call produces a transcript in the inbox regardless of
whether audio was retained. Transcripts are retained on the schedule in
[Data retention](/security/data-retention) and mirrored to your CRM.

<Warning>
  Call recording carries consent obligations that vary by jurisdiction. Configure your greeting to
  disclose recording where you are required to.
</Warning>

## Transfer to a human

When a handoff rule fires, the agent can hand the live call to a person, and it tells the caller
what is happening rather than transferring silently. If nobody picks up, the conversation stays in
the inbox as an escalation and your alerting rules take over. See
[Routing and escalation](/inbox/routing).

## Outbound

Outbound calling is a separate surface with its own gates: consent, quiet hours, frequency caps and
a do-not-call list, all of which fail closed. See [Outbound](/automation/outbound).

## Call events

Voice emits `call.started`, `call.completed` and `call.failed`. Completed and failed calls can drive
[trigger rules](/automation/triggers), so "message the customer when their call rings out" is a rule
rather than a custom integration. Call events are also available as
[webhooks](/integrations/webhooks).