> ## Documentation Index > Fetch the complete documentation index at: https://docs.gallabox.com/llms.txt > Use this file to discover all available pages before exploring further. # Voice AI Agent Calling > Let a Voice AI Agent answer incoming WhatsApp calls around the clock, with the customer's chat history in context, then route the conversation to the right owner. A **Voice AI Agent** answers your incoming WhatsApp calls automatically, 24/7. It knows the customer's chat history, answers their questions from your knowledge base, collects the details your team needs, and can send WhatsApp messages while the call is still going. When the call ends, the conversation goes to the right owner, with a summary, transcript and recording attached. Voice AI Agent Calling is available on the **Advanced** plan. Calls are charged from your **AI Credits** at **50 credits per minute**. *** ### How a Voice AI Call Works When **Voice AI Agent** is selected as the handler, who picks up depends on who owns the conversation when the customer calls: | The customer's conversation is… | Who picks up the call | | - | - | | Assigned to a person or team on your side | The call rings them directly. The Voice AI Agent does not answer. | | New (first-time caller) | The Voice AI Agent answers. A contact and conversation are created automatically. | | Unassigned | The Voice AI Agent answers. | | With a rule-based bot or Chat AI Agent | The Voice AI Agent answers. | A customer already in conversation with one of your team members always reaches that person. Every other caller gets an instant answer from your Voice AI Agent, at any hour. **When the Voice AI Agent answers:** 1. The customer taps the call button in your WhatsApp chat. 2. The Voice AI Agent picks up straight away. There is no ringing and no waiting for an agent to be free. 3. It handles the conversation: answering questions, qualifying the customer, sending messages to the chat, and taking actions you've set up for it. 4. The call ends. 5. A call record is added to the conversation, with a summary, transcript and recording. 6. The conversation is assigned, either by the agent itself based on what the customer wanted, or by your **Post Call Assignment Rules**. See [Who Gets the Conversation After the Call](#who-gets-the-conversation-after-the-call). *** ### What the Voice AI Agent Can Do on a Call **Pick up where the chat left off.** The Voice AI Agent has the conversation's chat history as context. If a customer has been chatting with your Chat AI Agent or your team and then taps the call button, the Voice AI Agent knows what's already been discussed. It continues from there instead of starting over. **Send WhatsApp messages during the call.** The agent can send messages into the customer's chat while they're still talking, so details that are hard to say aloud reach the customer in writing straight away. **Assign the conversation based on intent.** If you've instructed the agent to recognise certain intents and route them to a specific User or Team, it does that as the call ends. See [Who Gets the Conversation After the Call](#who-gets-the-conversation-after-the-call). **Handle requests for a person.** The Voice AI Agent can't transfer a live call. If a caller asks to speak to someone on your team, the agent: 1. Tells them it can't transfer the call right now, but will ask the team to get back to them. 2. Asks if there's a message it should pass on. 3. Ends the call and assigns the conversation to a person on your team, who can call the customer back. The customer's message is captured in the call summary and transcript, so the person following up knows why they're calling. *** ### Before You Start * **The Advanced plan.** Voice AI Agent Calling is part of Advanced. Essential includes human calling only. * **Calling enabled on your WhatsApp number.** All the [WhatsApp Calling prerequisites](https://docs.gallabox.com/whatsapp/calling/overview.md#before-you-start-prerequisites) apply, including Meta's eligibility and messaging-limit checks. * **A Voice AI Agent.** Build one in [AI Agents & Bots](https://app.gallabox.com/bots) before you start. * **At least 200 AI Credits.** Below this, the Voice AI Agent won't answer calls. See [AI Credits and Minimum Balance](#ai-credits-and-minimum-balance). *** ### Setting Up Voice AI Agent Calling 1. Go to **WhatsApp → Calling** in Gallabox. 2. Switch on **Enable WhatsApp Calling**. 3. Under **Who handles incoming calls**, select **Voice AI Agent**. 4. Choose the Voice AI Agent that should answer calls on this number. 5. Set your **Post Call Assignment Rules** (below). 6. **Save Changes.** ![](https://mintcdn.com/gallabox/OuBycM1fium7SEMW/images/voice-ai-agent-selected.png?fit=max\&auto=format\&n=OuBycM1fium7SEMW\&q=85\&s=8cda9d1182df97bc3000c786f882035b) Each WhatsApp number uses one Voice AI Agent. If you have more than one number connected, use the channel selector at the top of the Calling page to set each one up separately. *** ### Who Gets the Conversation After the Call When a Voice AI call ends, the conversation is assigned in one of two ways. **1. By the agent, based on intent.** If your Voice AI Agent's instructions tell it to identify certain intents and assign them, for example "send pricing questions to the Sales team" or "send complaints to Priya", the agent assigns the conversation itself as the call ends. This lets different callers reach different people, based on what they actually wanted. **2. By your Post Call Assignment Rules.** If the agent hasn't been told to assign by intent, or the call doesn't match any intent you've set up, your Post Call Assignment Rules apply. You can assign the conversation to: | Option | Where the conversation goes | | - | - | | **A User** | Always the same person on your team. | | **A Team** | Follows the team's round-robin assignment rule. The conversation goes to the next available team member, skipping anyone who is away or inactive. | | **A Chat AI Agent** | Your Chat AI Agent picks the conversation up in chat. | Assignment happens **when the call ends**, not when it starts. > [!TIP] > > Use intent-based assignment for the routing that matters most, such as hot leads, complaints, or bookings. Use Post Call Assignment Rules as the catch-all for everything else. *** ### After the Call: What Your Team Sees Every Voice AI call is saved in the customer's conversation in your Inbox, alongside their chat history. You'll find the details on the **call card** in the conversation and on the Voice AI Agent's **Analyze** screen: * **The call record:** direction, duration, and that it was handled by the Voice AI Agent. * **A summary:** what happened on the call, the key details the customer shared, and a suggested next step. * **The transcript:** everything said on the call, turn by turn. * **The recording:** to listen back to the call.