Voice Agent Guide
How Voice Agents Work
Section titled “How Voice Agents Work”When you create a voice agent in Bizway, the platform handles the entire real-time conversation pipeline — from incoming audio to AI processing to spoken response. Here’s what happens under the hood:
Architecture Overview
Section titled “Architecture Overview”1. Audio Input
- Incoming phone calls or web-based voice sessions connect via WebSocket
- Server-side Voice Activity Detection (VAD) identifies when the caller is speaking
- Audio is streamed in real-time to the selected AI provider
2. AI Processing
- The AI model (Gemini, OpenAI, or Grok) processes the audio input
- Your system prompt defines the agent’s personality, knowledge, and behavior
- The model generates a response based on conversation context
3. Voice Output
- The response is converted to natural speech using the selected voice
- Audio is streamed back to the caller in real-time
- The conversation continues with full context threading
4. Tool Execution (Optional)
- During a conversation, the agent can invoke webhook tools
- Dynamic variables (
{{caller_phone}},{{call_sid}},{{agent_id}}) are substituted at runtime - External API responses are incorporated into the conversation
Provider Comparison
Section titled “Provider Comparison”| Feature | Gemini | OpenAI | Grok |
|---|---|---|---|
| Voice Quality | High | Premium | High |
| Latency | Low | Low | Low |
| Cost | Low | Higher | Medium |
| Web Search | Yes | No | Yes |
| Best For | General purpose | Premium quality | Real-time info |
Configuration Options
Section titled “Configuration Options”System Prompt
Section titled “System Prompt”The system prompt is the most important configuration. It defines your agent’s personality, knowledge base, conversation rules, and escalation behavior. Write it as if you’re briefing a human agent on their first day.
Call Timeout
Section titled “Call Timeout”Set the maximum call duration (1–120 minutes) to prevent runaway sessions. The agent will gracefully end the call when the timeout is reached.
Agent-Initiated Hangup
Section titled “Agent-Initiated Hangup”All agents have access to a built-in hangup_call tool. When the conversation is naturally complete, the agent can end the call with a farewell message — no caller action required.
Session Management
Section titled “Session Management”The Command Center provides real-time visibility into:
- All active voice sessions (phone and web)
- Session duration and status
- Manual termination controls
- Historical session statistics and termination patterns