Voice Agent

How AI voice calls work

When a customer calls your business number, Twilio routes the call to the HVAC AI OS platform. A LiveKit-powered voice agent listens, understands intent, and responds with natural speech powered by AI.

The agent can answer questions using your knowledge base, book appointments, handle emergencies, and create jobs — all while your team monitors activity on the live dashboard.

LiveKit + Twilio overview

• Twilio handles telephony — inbound calls, phone numbers, and SMS/WhatsApp channels.
• LiveKit provides real-time voice infrastructure for low-latency AI conversation.
• The AI orchestrator processes intents and triggers workflows (booking, dispatch, etc.).

Inbound call flow

• Customer dials your business number.
• Twilio forwards the call to the platform webhook.
• LiveKit voice agent greets the caller with your custom greeting.
• AI classifies intent (booking, emergency, FAQ, etc.).
• Agent responds using knowledge base context when relevant.
• Job or follow-up action is created in your dashboard.

Emergency handling

The AI agent detects emergency keywords and urgency signals. Emergency calls are prioritized and can trigger immediate dispatch workflows based on your technician availability configuration.

Booking flow

• Agent collects customer name, address, and issue description.
• Available time slots are offered based on business hours.
• A job is created with scheduled time and priority.
• Confirmation details are communicated to the caller.

Transcript and call history

Every call is transcribed and stored in your tenant workspace. View full transcripts, call duration, and outcomes on the Calls page. Click any call for detailed timeline and linked jobs.

Best practices

• Upload FAQs and service manuals to the knowledge base for accurate answers.
• Configure technician availability so dispatch recommendations are reliable.
• Set clear business hours during onboarding.
• Review call transcripts weekly to improve greeting and knowledge content.
• Test emergency flows with a known test number before going live.