Who is this handbook for
This guide is intended for anyone involved in setting up or maintaining a telephony system integrated with AI voice capabilities. If you're preparing to launch a Myma Voice Agent to handle inbound , this handbook outlines every step required to get started successfully.
Topics Covered
• Creating a voice conversation flow
• Setting up the Knowledge Hub
• Configuring Voice AI Agent behavior
• Connecting to your telephony system
1. Create a Voice Conversation Flow
Go to Workflows → Conversation Flows
When a call is routed to your Myma.ai Voice Agent, it needs clear instructions on how to handle the interaction, which are defined as a Conversation Flow. A Conversation Flow in relation to Gen AI is the structured sequence of prompts, user inputs, system instructions, and model responses that guides how a generative AI interaction progresses from start to outcome.
This is a conversational script that reflects your business use cases. Include common scenarios like booking, canceling, modifying a service, or answering general FAQs.
You can also provide fallback logic for emergencies and call transfers.
Example directives:
You are a Voice Agent working for Acme. The client will call you and ask to book transportation, canceling/modifying their existing transportation arrangement. They can also ask other questions about Acme and its services which you will answer from the FAQ's provided.
If anytime client mentions an emergency ask them to hang up the call 911.
If you are not able to answer any questions, or not able to help a client, transfer the call to Acme's contact center at 0412 555 666
We also need example of a standard interaction in the format example below.
Client: Hi, my name is Sarah. I need to arrange transportation for my mother to her medical appointment next week. Can you help with that?
AI Agent: Of course, Sarah. I'd be happy to help. Could you please provide me with your mother's name and the date and time of her appointment?
Client: Her name is Mary Johnson, and her appointment is on Tuesday, October 15th at 10:00 AM.
AI Agent: Thank you, Sarah. And where will we be picking up Mary from?
Client: She lives at 123 Maple Street.
AI Agent: Got it. And the destination for her appointment?
Client: It's at the City Medical Centre on 456 Oak Avenue.
AI Agent: Perfect. Just to confirm, we'll be picking up Mary Johnson from 123 Maple Street at 9:00 AM on Tuesday, October 15th, and taking her to the City Medical Center at 456 Oak Avenue for her 10:00 AM appointment. Is that correct?
Client: Yes, that's correct.
AI Agent: Great. We'll have a driver assigned to her. Who is the best contact and phone number for this booking?
Client: I am, and my number is 0412 345 666.
AI Agent: Thank you. I have your number as 0412 345 666 and we will give you a call the day before to confirm the details. Is there anything else I can help you with?
Client: No, that's all. Thank you so much for your help.
AI Agent: You're welcome, Sarah. Have a great day!
Client: You too. Goodbye.
AI Agent: Goodbye.
Refer to Guide to Setting up Conversation Flows.
2. Set up Knowledge Hub
The Knowledge Hub powers the AI Voice Agent’s ability to answer common questions. Sync your website, upload documents, or provide a list of frequently asked questions (FAQs) and answers to be added to the Myma Dashboard.
Example:
Question: What are your opening hours?
Answer: We are open Monday to Friday between 9am and 5pm, except public holidays.
Question: Which areas do you service?
Answer: We service all of Sydney and its suburbs. The zip codes included are 37122, 23123, 12342, and 37111.
Once added, this content is trained into your personalized AI model.
There are many easy ways to train the AI model, refer to Guide to Setting up Knowledge Hub.
3. Configure the Voice AI Agent Behavior
Go to Settings → Channels → Connected Channels.
Select the Phone AI channel. From here, you can access the settings to customize your AI Phone Agent.
Conversational Behavior
Feature Name | Feature Description |
Welcome message | This is the first message the caller hears. For example: Hello! I am Acme's virtual assistant. If I pause for a moment I am just processing your request... Do you need help with booking or anything else? |
Interruptable | Allow users to interrupt the agent while the first welcome message is being delivered. |
Conversation Flow | Select the conversation flow that is created for Voice AI |
Custom Vocabulary to improve speech recognition | Use Keywords to boost or suppress terminology specific to your business. |
Eagerness | Controls how eager the agent is to respond. High eagerness means the agent responds quickly, while low eagerness means the agent waits longer to ensure the user has finished speaking.
Default: Normal |
Spelling patience | Controls if the agent should be more patient when user is spelling numbers and named entities.
Default: Auto |
Speculative turn | When enabled, starts generating responses during silence before full turn confidence is reached, reducing perceived latency.
Default: Off |
Take turn after silence | The maximum number of seconds since the user last spoke. If exceeded, the agent will respond and force a turn. A value of -1 means the agent will wait indefinitely for user input.
Recommended: Between 4 and 6 |
Features
Feature Name | Feature Description |
Recording | The call recording feature captures the full audio of conversations for future reference, helping ensure accuracy, improve training, and support compliance. You can revisit and listen to any recorded call at any time.. |
Transcribe | This feature converts spoken conversations into text, making records easier to store, search, and analyze. Enable this option to keep a written transcript of each call. |
Speech to Text & Text to Speech | Feature retired |
Real Time Streaming | Feature retired |
Multi-Lingual Agent | High performance voice agent, always select this |
Voices & Languages
Feature Name | Feature Description |
Voice Actor (Primary) | Select from the available voice actors, if you have specific needs reach out to us to get more options added. |
Languages | Add multiple languages support by selecting more voices. |
Keep Your Voice AI Secure
Feature Name | Feature Description |
Daily call limit | The maximum number of calls allowed per day |
Concurrent call limit | The maximum number of concurrent calls allowed |
Publish Changes
After making updates to the Knowledge Hub, conversation flows, or Voice AI settings, you must publish a new version for the changes to take effect.
On this screen, you can view version history and track changes.
Connect to Phone Number
Myma can add one or more of your Carriers / SIP trunking providers to the system. It can be an elastic SIP trunk from Twilio or any SIP provider or PBX - we integrate with anything that can send us VoIP traffic using SIP.
The main thing we need to configure when adding a carrier is the IP addresses of your sip gateways that will be sending us calls. In addition, you will provide us the IP addresses or DNS name of their SIP gateways that we can send outbound calls to. We will provide you our sip signaling address, because you will need to configure that in the carrier / SBC / PBX that will be sending us the calls.
Read more here
Preview
The Preview screen allows you to start a voice call directly from the browser, replicating the exact experience of calling the live number, which is ideal for testing and verification.
