Voice and text agents

Channels#

• Voice: inbound and outbound phone calls over Twilio, with business hours, after-hours routing, keypad menus, warm transfer, answering-machine detection and retries.
• Text: SMS through the workspace's SMS provider, and email through a connected mailbox.
• Automations can start a call with the place_call step, and a finished call or conversation fires an automation trigger.

Configuration#

An agent is configured with instructions, the tables it may read and write, the tools it may use, business hours and a knowledge base. Through MCP: list_agents, get_agent (returns an agent_hash), save_agent (pass the full agent and the hash; a new agent is saved switched off), set_agent_enabled.

The confirm gate#

• Voice: the agent reads a change back, and high-stakes tools need a keypad press after the change is staged.
• Text: the customer must reply with a confirm keyword (CONFIRM by default) after the change is staged; staged changes expire after 30 minutes.
• Every attempt is logged.

Test before going live#

simulate_agent runs a test conversation against real data: anything the agent would change is staged and never saved, and nothing is sent. Each simulation spends AI credits. Afterwards, list_agent_conversations, list_calls and get_call give transcripts, summaries and outcomes.

Caps#

• Voice: a monthly minutes cap, a per-call maximum (10 minutes by default), and recording off by default.
• Text, by default: 40 replies per conversation, 12 replies an hour per address, 60 an hour and 400 a day across the workspace.

Checked against the Fieldproxy platform reference on October 18, 2026.