3. Voice Agents

A voice agent is your intelligent phone assistant. It answers your inbound calls, qualifies your leads, and books appointments — automatically, 24/7.

This guide explains how to create, configure, and optimize your agents so they perfectly reflect your professional identity and achieve your business goals.

3.1 What is a Voice Agent?

A NoviaMind voice agent is a conversational AI capable of:

• Answering and making phone calls in real time
• Understanding requests from your callers through voice recognition
• Responding naturally according to the instructions you've defined
• Qualifying your prospects by asking the right questions
• Scheduling appointments directly in your calendar
• Transferring the call to a human advisor if the situation requires it
• Sending SMS summaries or confirmations after calls
• Searching real estate properties in your database

💡 Concrete example: A voice agent can answer an inbound call at 10 PM, ask about the prospect's budget and desired location, book a viewing slot in your calendar, and send a confirmation — without any human intervention.

3.2 Accessing Agent Management

1. In the left sidebar navigation, click on "Agents".
2. You will land on the "My Agents" page showing your agents as cards.
3. A quota indicator shows the number of agents used vs. your plan (e.g., 2/5 agents).

Available actions

• Search for an agent by name using the search bar
• Refresh the list with the refresh button
• Create an agent via the "Create an agent" button in the top right

3.3 Creating a New Agent

Agent creation is done through a 4-step wizard:

Step 1 — Typology

Configure your business context:

• Organization type: Independent agent / Single agency / Multi-agency
• Agency name: Your organization's name
• Assistant name: The first name your agent will use during calls (e.g., "Sophie")
• Phone number: Select an available number from your account
• Addresses: Your agency address(es)
• Service areas: Territories covered by your business

Step 2 — Identity

Define the agent's scope of action:

• Agency activities: Select the types of activities handled (sales, rentals, property management, etc.)
• Main clients: Define your targets (individuals, investors, companies, etc.)
• Client origin: Usual acquisition channels
• Technical expertise: Specific areas of competence
• Agency policies: Enable to include your specific business rules
• Calendar type: Internal (NoviaMind) or external (custom booking link)
• Booking link: Select the booking link to associate
• Property selection: Enable to allow the agent to suggest properties to prospects
• Rental application: Enable if you manage rental applications, with a dedicated link or template

Step 3 — Personality

Configure the agent's behavior and voice:

• Assistant style: Professional / Technical expert / Friendly and approachable
• Response length: Brief / Moderate / Detailed
• Primary language: The agent's default language
• Secondary languages: Additional languages handled by the agent
• Voice: Select a voice from available options (gender, premium option, sample preview)
• Custom first message: Enable to customize the agent's greeting message

Step 4 — Creation

The agent is automatically generated from all the configured information. Wait a few moments while the system:

1. Configures the agent's tools
2. Generates the instructions (prompt)
3. Deploys the agent
4. Finalizes the configuration

3.4 Agent Tools

Each agent has a set of tools (functions) it can use during a conversation:

💡 Tools are automatically enabled during agent creation based on your configuration. You can adjust them after creation.

3.5 Business Knowledge Base

The "Knowledge Base" section (accessible via Agents → Knowledge Base) allows you to provide business context to your agents.

Features

• Create a document: Manually add information (procedures, FAQ, property descriptions, etc.)
• Import a document: Upload existing files
• Link to agents: Associate each document with one or more agents
• Bulk actions: Select multiple documents to link or unlink from your agents in one click

💡 The more complete your knowledge base, the more relevant and accurate your agent will be in its responses.

3.6 Real Estate Property Management

The "Properties" section (accessible via Agents → Properties) centralizes all your real estate listings.

Features

• Property list with search, pagination, and sorting
• Filters: by offer type (sale / rental / seasonal), property type, AI access level, source
• Bulk selection: Select one or more properties to link to your agents
• Integration source: See where each property comes from (HubSpot, Netty, or manual creation)

💡 When a prospect calls and is interested in a property type, the agent can query this database to suggest relevant results in real time.

3.7 Editing an Agent

To edit an existing agent:

1. From the agent list, click on the agent you want to edit.
2. Adjust the desired parameters.
3. Click on "Save" to save the changes.

⚠️ Some agents may be marked as non-editable (locked). Contact support if you need to modify them.

3.8 Deleting an Agent

1. From the agent list, click on the action menu of the relevant agent.
2. Select "Delete".
3. Confirm the deletion in the confirmation dialog.

⚠️ Warning: Deleting an agent is irreversible. Call history is preserved, but the agent will no longer be operational.

❓ Need help?

If your agent doesn't behave as expected after configuration:

• Check the Troubleshooting (FAQ).
• Contact us via our contact page or at [email protected].