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.ai Voice Agent to handle inbound or outbound calls, 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
When a call is routed to your Myma.ai Voice Agent, it needs clear instructions on how to handle the interaction. The conversation flow includes:
Greeting 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?
Conversation Flow
Next, we can create a guided flow based on your business needs, so we will need the conversation flow definition from you.
Flow Definition
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.
Call Forward Number
We will need a phone number that will be set as a default for call forwarding in case AI Voice Agent feels that the customer is struggling to interact with AI or customer requests for a real person.
Call Recordings (Optional)
If you have call recordings that we can listen to will help determine the tone of voice for the brand and call handling procedures.
2. Set up Knowledge Hub
The Knowledge Hub powers the AI Voice Agent’s ability to answer common questions. Provide a list of frequently asked questions (FAQs) and answers to be added to the Myma.ai 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.
3. Configure the Voice AI Agent Behavior
Speech-to-Text Language
You need to tell us who are the most common callers e.g. English speaking in Australia, English speaking in the USA, English speaking in the UK. This will be set as a default accent for most accuracy.
Vocabulary
Every business has its terminology which might not be a common English language word, you need to provide any terms that are specific to you. These could be:
A brand name that is not a common English name e.g. Ako, Sudima, etc.
Product model numbers e.g. HES2988, PMP999.
City names that are not a common English name e.g. Rotorua, Kaikoura.
Recording, Transcription & Voice Actor
By default, we will enable recording and transcription which will record every call, and transcribe voice into text.
You can read and listen to all the calls in an easy interface.
Through Myma.ai DAshboard you will be able to listen to about 100+ voice actors and choose the one that works best for your brand and business.
4. Connect to your telephony system
We can add one or more of your Carriers / SIP trunking providers to our 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
Conclusion
Setting up the Myma.ai Voice Agent is a powerful step toward automating your customer interactions, increasing efficiency, and providing seamless 24/7 support.
From crafting conversation flows and training FAQs to integrating with your telephony provider, every piece works together to create a professional, responsive, and brand-aligned voice experience.
Use this handbook as your setup checklist and share it with your team for a smooth and successful deployment. For further help, reach out to your Myma.ai support representative.