Set up AI phone calls

Phone requirements

Phone features unlock automatically with the right plan. Your account needs an active or trial plan that includes AI phone, available call minutes, assigned numbers and completed compliance settings.

• Growth, Pro, Enterprise or a phone-enabled add-on
• A SIMCOAI-owned or verified caller ID assigned to your account
• AI disclosure and recording disclosure wording configured
• Transfer numbers confirmed as owned or authorised
• Use case approved for customer support, bookings or front desk work

Make the caller experience feel natural

Answered calls on Growth, Pro and Enterprise use SIMCOAI Voice — with SIMCOAI Speech Live for turn-taking and SIMCOAI Speech Precise for recognition. SIMCOAI should greet quickly, disclose AI once, listen for interruptions, answer in short natural phrases and avoid repeating a fixed closing line after every customer turn.

Pick the voice your callers hear

In Call Studio choose a fixed voice or let SIMCOAI rotate one per call. The core stack (SIMCOAI Speech Live turn‑taking, SIMCOAI Speech Precise transcription + SIMCOAI Voice) is included on Growth, Pro and Enterprise; the SIMCOAI Voice add‑on unlocks premium voice options and larger usage.

• Amy — warm female (UK)
• Alice — clear, neutral female
• Lily — friendly female
• Daniel — professional male
• George — confident male (UK)
• Random — rotates the voice on each call

Use Check SIMCOAI Voice readiness to confirm the live status for your account: it shows the selection mode and voice, the tier and voice pool size, the speech and text‑to‑speech providers, and the models in use. If readiness shows Not ready, a standard SIMCOAI Calling voice answers as a fallback so calls are never dropped.

What happens when SIMCOAI answers

1. SIMCOAI plays your greeting and, if enabled, a short legal disclaimer. These are protected — the caller cannot interrupt them.
2. The AI listens, answers from your business profile and knowledge base, and captures details (name, reason, order or booking info).
3. For refunds, bookings and escalations, SIMCOAI can require a six‑digit email verification code before anything is created — refund codes go to the email on the order; booking and escalation codes go to the caller.
4. If the caller needs a person, SIMCOAI transfers to your transfer number or takes a message and raises an escalation.
5. Abusive or no‑response calls can end automatically. Every call is logged with a summary you can review.

Common phone issues

• Calls not answered by AI: confirm the number’s voice webhook points at your SIMCOAI voice URL, and that the number is attached in Owned Numbers.
• Voice sounds robotic or falls back: open Call Studio and check readiness — a Not ready state (or Starter plan) uses the standard SIMCOAI Calling voice. Growth and above include SIMCOAI Voice.
• AI gives wrong answers: fix the knowledge base, not the prompt — add a short, exact article for the question and re‑test.
• Refund/booking not created: the caller likely did not complete email verification, or human approval is pending. Check the call log and the relevant module.
• Running low on minutes: check Plan & Usage; add the relevant add‑on or set a pay‑as‑you‑go cap for headroom.

Call minutes and add-ons

Starter is chat-only by default. Growth includes a starter pool of AI call minutes. Pro includes a larger allowance. Enterprise and unlimited call add-ons can remove normal minute limits where commercially agreed.