The voice agent

What it does

The voice agent answers and places phone calls for a roofing company automatically, so an inbound call never simply goes unanswered outside office hours or when everyone is busy. On a call, it can check whether the caller is already a customer, pull up what is already on file for their project including insurance details, check open appointment times and put a tentative appointment on the calendar, or start a brand-new project when the caller is a new lead. If a caller needs an actual person, it transfers the call; it can also send a short follow-up text after the call, and if a caller says not to call them again, it records that and honors it on every future call.

How calls reach it

The voice agent runs on its own phone number, kept entirely separate from the number your office texts customers from: one number handles texting, a different one handles the voice agent, and the two are never combined. Once that number is set up, an inbound call to it is answered by the agent automatically. Outbound calls come from a campaign your account builds to work back through leads that went cold: you choose which pipeline stages to call (leads that went cold, jobs that were cancelled or closed, never a customer with work already underway), and the campaign works down that list on its own schedule. Every call opens by identifying itself as automated and telling the caller the call is recorded; that opening line, like everything else it says, can be rewritten to your own wording.

What an account needs before it appears

Two things have to already be true. First, the account's phone system for texting has to be set up already, because the voice agent buys and runs its own numbers on that same underlying connection and cannot be added before it exists. Second, someone with Modify on Account connects a Voice Agent API key from account settings, the Trussi Voice Agent card under Add-ons, and saves a webhook signing secret so call results (new leads, recordings, appointment outcomes) can be reported back and verified. Once that is done, a Voice Agent item appears under Marketing in the sidebar with a report on what it has done over the last 30 days: how many calls, how many connected, appointments booked, leads created, and total talk time. No further permission beyond the connection itself is needed to see that report; it is not restricted the way the Call Center dashboard is.

Keeping outbound calls within limits

An outbound campaign only calls during a calling window you set, 8 a.m. to 8 p.m. in the customer's own time zone by default, and caps how many calls go out per run and per number per day so a number never gets flagged by carriers for excessive dialing. It also will not call the same project again inside a cooldown period you choose, 30 days by default. A caller who asks not to be called again is added to a do-not-call list every future campaign checks before dialing, and anyone who has already unsubscribed from texts is treated the same way for calls, so opting out of one channel protects a customer on the other.

Who can do this

Connecting the voice agent, buying its numbers, and building an outbound campaign all take Modify on Account, the same account-admin permission used to set up texting and email. Viewing the Voice Agent report under Marketing has no additional permission of its own beyond the account having it connected.