{"id":11756,"date":"2025-12-24T09:28:01","date_gmt":"2025-12-24T09:28:01","guid":{"rendered":"https:\/\/support.spoki.com\/docs\/uncategorized\/setting-up-your-spoki-voice-agent\/"},"modified":"2026-07-14T13:44:26","modified_gmt":"2026-07-14T13:44:26","password":"","slug":"setting-up-your-spoki-voice-agent","status":"publish","type":"docs","link":"https:\/\/support.spoki.com\/es\/docs\/integraciones\/setting-up-your-spoki-voice-agent\/","title":{"rendered":"Setting Up Your Spoki Voice Agent"},"content":{"rendered":"\n

This manual explains how to configure AI-driven voice calls, test them for quality, and integrate them into automated customer journeys.<\/p>\n\n\n\n

1. Creating Your First Voice Agent<\/h2>\n\n\n\n

The Voice Agent is the \u00abbrain\u00bb of your phone call. It uses AI technology to converse naturally with customers.<\/p>\n\n\n\n

Step-by-Step Configuration:<\/h3>\n\n\n\n
    \n
  1. Access the AI Panel:<\/strong> Open your Spoki Dashboard and click on Intelligenza Artificiale (AI)<\/strong> in the left sidebar.<\/li>\n\n\n\n
  2. Start New Agent:<\/strong> Click the Voice Agent<\/strong> tab and then the green + New<\/strong> button. Choose Custom Agent<\/strong>.<\/li>\n\n\n\n
  3. Core Settings:<\/strong>\n
      \n
    • Name:<\/strong> Internally identify the agent (e.g., \u201cAppointment Confirmation Bot\u201d<\/em>).<\/li>\n\n\n\n
    • First Message: This is the very first thing the AI says. Legal requirement: under Article 50 of the EU AI Act (applicable from 2 August 2026), the person receiving the call must be clearly informed, at the very start of the conversation, that they are talking to an AI system. Always include this disclosure in your First Message.<\/li>\n\n\n\n
    • Example: \u201cHi! This is Spoki\u2019s virtual assistant \u2014 an AI agent calling on behalf of [Company Name] to confirm your demo for tomorrow. Is now a good time?\u201d<\/em><\/li>\n\n\n\n
    • \u26a0\ufe0f Do not configure the agent to deny being an AI or to impersonate a human, even if asked. This violates the EU AI Act and your Spoki contract.<\/li>\n\n\n\n
    • System Prompt:<\/strong> This is the most important part. Define the \u00abRules of Engagement.\u00bb\n
        \n
      • Who is the AI?<\/em> (e.g., \u00abYou are a helpful sales assistant\u00bb).<\/li>\n\n\n\n
      • What is the goal?<\/em> (e.g., \u00abConfirm the date and time of the meeting\u00bb).<\/li>\n\n\n\n
      • Tone:<\/em> (e.g., \u00abBe professional but friendly\u00bb).<\/li>\n\n\n\n
      • Compliance: instruct the agent to confirm it is an AI if asked, never to collect more personal data than necessary for the goal of the call, and to end the call politely if the person asks not to be contacted again (and record the opt-out).<\/li>\n<\/ul>\n<\/li>\n\n\n\n
      • Success Criteria:<\/strong> Define what a \u00abWin\u00bb looks like. The AI will analyze the call to see if this was met.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n
        \n
        \n

        AI page<\/strong><\/p>\n<\/div>

        \"\"<\/figure><\/div>\n<\/blockquote>\n\n\n\n
        \n

        First Message<\/strong><\/p>\n<\/div>

        \"\"<\/figure><\/div>\n\n\n\n
        \n

        Success Criteria<\/strong><\/p>\n<\/div>

        \"\"<\/figure><\/div>\n\n\n\n

        2. Refining Voice & Tone<\/h2>\n\n\n\n

        A natural voice is key to customer retention.<\/p>\n\n\n\n

          \n
        • Voice Selection:<\/strong> Choose from various profiles (e.g., Katie, Ronald, Francesca<\/em>). Match the voice to your brand persona.<\/li>\n\n\n\n
        • Temperature:<\/strong> * Lower (0.1 – 0.3):<\/strong> More focused and repetitive. Good for strictly regulated industries.\n
            \n
          • Higher (0.7 – 1.0):<\/strong> More creative and human-like. Good for sales and general support.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
          • Voice Speed:<\/strong> We recommend a setting between 0.9x and 1.1x<\/strong>. Anything faster feels \u00abrobotic,\u00bb and slower feels sluggish.<\/li>\n<\/ul>\n\n\n\n
            \n

            Voice Config<\/strong><\/p>\n<\/div>

            \"\"<\/figure><\/div>\n\n\n\n

            3. Testing in the \u00abPlayground\u00bb<\/h2>\n\n\n\n

            Never launch an automation without testing the logic first.<\/p>\n\n\n\n

              \n
            1. Click the Playground<\/strong> button in the top right.<\/li>\n\n\n\n
            2. Select your Agent and click Start Call<\/strong>.<\/li>\n\n\n\n
            3. Live Interaction:<\/strong> Speak to the agent as if you were a customer. Try to \u00abtrick\u00bb it or ask off-topic questions to see how it recovers.<\/li>\n\n\n\n
            4. Analyze Results:<\/strong> Go to the Calls<\/strong> menu on the sidebar. Here you can:\n
                \n
              • Listen to the audio recording.<\/li>\n\n\n\n
              • Read the Full Transcription<\/strong>.<\/li>\n\n\n\n
              • See the Summary<\/strong> generated by the AI.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n

                Note on recordings: call recordings, transcriptions and AI summaries contain personal data. Access them on a need-to-know basis, define a retention period consistent with your privacy notice, and delete test calls containing real personal data when no longer needed.
                <\/p>\n\n\n\n

                \n
                \n

                Playground<\/strong><\/p>\n<\/div>

                \"\"<\/figure><\/div>\n<\/blockquote>\n\n\n\n
                \n

                Click on Agent to Start the live call<\/strong><\/p>\n<\/div>

                \"\"<\/figure><\/div>\n\n\n\n
                \n

                Check the details<\/strong><\/p>\n<\/div>

                \"\"<\/figure><\/div>\n\n\n\n
                \n

                Call Overview <\/strong><\/p>\n<\/div>

                \"\"<\/figure><\/div>\n\n\n\n
                \n

                Call Transcription<\/strong><\/p>\n<\/div>

                \"\"<\/figure><\/div>\n\n\n\n

                <\/p>\n\n\n\n

                4. Legal requirements<\/strong><\/h2>\n\n\n\n

                Legal requirements before launching AI voice calls<\/p>\n\n\n\n

                AI voice calls are subject to specific EU and Italian rules. As the data controller and deployer of the Voice Agent, you are responsible for the following (see your Spoki Contract and the Data Processing Agreement):<\/p>\n\n\n\n

                1. Tell people they are talking to an AI (EU AI Act, Art. 50). From 2 August 2026, every AI voice call must disclose, at the first interaction, that the caller is an AI system. Spoki\u2019s platform supports this via the First Message \u2014 never remove the disclosure. Penalties can reach \u20ac15M or 3% of worldwide annual turnover.<\/p>\n\n\n\n

                2. Call only contacts with valid consent (Art. 130 of the Italian Privacy Code). Automated calls without a human operator require the contact\u2019s prior, specific, documented opt-in consent for automated communications. Registration in the Italian Public Opt-out Register (Registro Pubblico delle Opposizioni) overrides previous consents \u2014 check your lists before each campaign. Additional sector restrictions may apply (e.g., since 19 June 2026 unsolicited telephone marketing of electricity and gas contracts is prohibited).<\/p>\n\n\n\n

                3. Inform about recording and transcription (GDPR, Arts. 13\u201314). Calls made through Spoki Voice are recorded, transcribed and summarized by AI. Your privacy notice must cover this processing, and the agent should mention the recording at the start of the call with a link\/reference to the full notice. Keep recordings only as long as necessary and limit access to authorized staff.<\/p>\n\n\n\n

                4. Use a genuine, callable phone number (AGCOM Resolution 106\/25\/CONS). Calls must present a real caller ID that the recipient can call back. Spoofed or unidentifiable numbers are blocked by Italian operators.<\/p>\n\n\n\n

                5. Assess the risk before large-scale use. If you use the Voice Agent systematically or on large contact lists, carry out a Data Protection Impact Assessment (DPIA) with your DPO or privacy advisor.<\/p>\n\n\n\n

                Spoki (NextAI S.r.l.) acts as your data processor for these calls and relies on selected AI Service Providers under the conditions set out in your Contract and DPA. Misuse of the Voice Agent in breach of these rules may lead to suspension of the Service under the Contract.<\/p>\n\n\n\n

                This section is provided for information purposes and does not replace legal advice.<\/em><\/p>\n\n\n\n

                <\/p>\n\n\n\n

                5. Automating the Call Workflow<\/h2>\n\n\n\n

                Once the agent is ready, you can make it part of a larger workflow (e.g., calling a lead 5 minutes after they fill out a form).<\/p>\n\n\n\n

                \u26a0\ufe0f Consent check: make sure your form collects a specific, freely-given opt-in for automated voice calls (separate from the general marketing consent) before triggering the Voice action. Keep proof of consent.<\/p>\n\n\n\n

                  \n
                1. Go to Automations<\/strong> and click + New<\/strong>.<\/li>\n\n\n\n
                2. Add an Action<\/strong> and select Spoki Voice<\/strong>.<\/li>\n\n\n\n
                3. Smart Branching:<\/strong> Once you add the voice action, Spoki creates branches based on what happened during the call:\n
                    \n
                  • Success:<\/strong> The goal was met (e.g., Appointment confirmed).<\/li>\n\n\n\n
                  • Neutral:<\/strong> The conversation happened but no specific outcome was reached.<\/li>\n\n\n\n
                  • Call Me Back:<\/strong> The customer asked to be contacted later.<\/li>\n\n\n\n
                  • No Answer\/Rejected:<\/strong> Use this branch to send a follow-up WhatsApp message<\/strong> automatically.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n
                    \n
                    \n

                    Step Voice in Automations<\/strong><\/p>\n<\/div>

                    \"\"<\/figure><\/div>\n<\/blockquote>\n\n\n\n
                    \n

                    Step Voice<\/strong><\/p>\n<\/div>

                    \"\"<\/figure><\/div>\n\n\n\n

                    <\/p>\n\n\n\n

                    6. Compliance & Privacy (GDPR)<\/strong><\/h2>\n\n\n\n

                    Because a Voice Agent records, transcribes and processes the voice of the people it calls, you \u2014 as the account owner \u2014 are the data controller and are responsible for using it lawfully. Most of the day-to-day compliance is built directly into your prompt.<\/p>\n\n\n\n

                    In the First Message<\/em>, always disclose, before anything else, (1) that the caller is an AI, (2) who is calling and why, and (3) that the call is recorded. Example:<\/p>\n\n\n\n

                    \u00abCiao, sono un assistente virtuale di [Azienda]. Ti chiamo per [motivo]. Questa chiamata \u00e8 registrata e trascritta per finalit\u00e0 di [gestione appuntamenti \/ assistenza]. Va bene se continuiamo?\u00bb<\/em><\/p>\n\n\n\n

                    In the System Prompt<\/em>, add explicit rules so the agent stays compliant, for example:<\/p>\n\n\n\n

                    If the customer objects to being recorded, acknowledge it politely, do not insist, and end the call. <\/p>\n\n\n\n

                    Do not ask for or record special-category data (health, religion, political views, etc.). If the customer volunteers it, do not repeat it back.<\/p>\n\n\n\n

                    Collect only the data strictly needed for the stated goal <\/p>\n","protected":false},"excerpt":{"rendered":"

                    This manual explains how to configure AI-driven voice calls, test them for quality, and integrate them into automated customer journeys. 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