Skip to main content

​
Overview

An AI-powered voice answering service that handles incoming calls with natural language processing. Trained on your business data directly from your website, Reach’s AI Voice feature includes call forwarding, call transfers to human agents, call recording, and AI-powered customer intake.

​
User Experience for AI Voice

When your users navigate to the embedded Reach UI, they will be prompted to set up their AI Voice agent. The onboarding process guides them through training the agent, testing it, configuring call forwarding, and setting up call transfers. Once complete, their voice agent is live and ready to handle calls.
1

Train Your Agent

The business enters their website URL and Reach automatically scrapes it for business details like services offered, business hours, contact information, and more. The business can then review all the information Reach has extracted, edit it, or add additional knowledge manually in plain English. This ensures the AI agent has accurate, comprehensive information about the business.
2

Test Your Agent

The business can place a test call directly within the app to interact with their AI agent. They can ask questions a typical customer might ask to verify the agent responds accurately and naturally. This allows them to make any needed adjustments before going live.
3

Call Forwarding

If the business wants to forward calls from their existing phone number to their new AI phone number, they can configure call forwarding here. They’ll select their phone type (cell phone or landline), carrier, and forwarding preference (All Calls, Missed Calls Only, or None). The system provides carrier-specific dial codes and guides them through testing the setup.
4

Call Transfers

The business can configure call transfers to route calls to human agents when needed. Each transfer includes a name, phone number, and a prompt that tells the AI when to escalate the call. This ensures customers can always reach a real person when necessary, even though the AI handles most interactions.
5

Setup Complete

Once all steps are complete, the business receives their AI phone number and the agent is live. They can start receiving calls immediately, with the AI agent handling customer inquiries, and transfers routing complex issues to human agents when needed.

​
Integrating AI Voice into your Platform

Implementing AI Voice for your tenants requires these key technical steps:
1

Embed the Reach UI into your Application

Decide how you want to expose Reach to your users. We currently support IFrame integration, which gives you control to match the look-and-feel of your platform. With the help of a shared secret, we allow you to automatically authenticate your users so they do not need to separately log into Reach. When initializing the SDK, set feature: 'voice' to load the AI Voice interface. See the Embeddable UI section and Initializing the SDK for configuration details.
2

Share User and Transaction Data

Connect your user data via our webhook integration (preferred method) to ensure AI Voice Agent has access to the most up-to-date customer information. Share customer identifiers (phone, email, etc.) and transaction data (orders, bookings, memberships, etc.) so that Reach can give context to the Voice Agent. See the Data Sharing section for more details.

​
Coming Soon

We’re expanding AI Voice integration options to give businesses even more ways to connect with their customers:
  • React Component Integration: Native React components for seamless integration into React-based applications.
  • Website Widget: Embed your AI voice agent directly on your website as an interactive widget. Visitors can instantly start conversations, ask questions, and get answers in real-time—turning every website visitor into a qualified lead. The widget provides a frictionless way for potential customers to engage with your business without picking up the phone, capturing leads 24/7 even when you’re not available.