Voice Assist overview

Updated April 21, 2026 13:48

What is Voice Assist?

Voice Assist is an artificial intelligence-powered speech-to-speech answering service. When someone calls your CallRail number and there is no answer, Voice Assist can answer the call and collect information about the caller and their needs. The call, transcription, and any answered intake questions are saved as a form capture in your Call Log.

Who should use Voice Assist?

If you find yourself missing calls and leads due to limited front desk staffing or restricted business hours — and are relying on voicemail to fill the gaps — you can benefit from using Voice Assist. On average, CallRail customers miss almost 4 million calls each month because of unavailability. Using Voice Assist will open up your working hours without you having to answer the phone yourself.

Voice Assist is also available for customers on a CallRail healthcare plan, supporting full HIPAA compliance. Any enabled PII readaction (done from your AI features page in Settings) will be seen in the Voice Assist recording and transcripts.

How much does Voice Assist cost?

Voice Assist costs $95 per month and includes up to 50 answered calls. Additional calls beyond the included volume are billed at a rate of $1.00 per call. To be charged for a Voice Assist call, it must be answered and handled by Voice Assist and be longer than fifteen seconds. Any call less than fifteen seconds that is handled by Voice Assist will not count towards your bill.

We also offer two plans for larger call volumes, with discounted rates:

$550/month
- Includes 1000 calls
- Every call after that is $0.60
$2,500/month
- Includes 5000 calls
- Every call after that is $0.55

How do I add Voice Assist to my account?

Select the Account icon in the top left to open the My Account panel, then click Account Settings.
Choose Billing from the Manage header on the left.
Use the Manage Plan button above the plans and payment selections section.
To add Voice Assist to your account, select Voice Assist in the drop-down menu and select your desired plan. When you're ready to see add-ons, click Add-Ons at the bottom of the page.
You can choose any add-ons you'd like to use or remove. If you upgrade your plan, you'll be charged the prorated amount for the new plan you pick on your next invoice.
Click Review at the bottom of the page when you're ready to change your plan.
Review your changes on the final screen. The new options you've picked will be immediately available to you once you save your changes. Select Finish when done.

Where to view Voice Assist calls in CallRail

Voice Assist calls are available throughout the CallRail platform and can be easily identified using filters, tags, or by exploring the call details.

You can find Voice Assist calls in the Call Log or within any report by applying filters or using system-generated tags:

Filter by Call Answer Status: In any log or report, filter the Call Answer Status to view calls answered by Voice Assist.
Use Tags: Voice Assist calls are automatically tagged with labels such as “Voice Assist – Call Answered” and “Voice Assist – Message Taken”. You can search or filter by these tags across reports and logs.

To view the full caller intake details, transcript, summary, and AI-generated tags:

From the Call Log, select the far-right arrow on any Voice Assist call to open the Timeline view. This displays all details collected during the call, including a structured intake form filled out by the assistant.
For a quicker view, select the dark blue arrow on the right-hand side of the call row. This opens the call recording player alongside a panel showing key caller intake details collected by Voice Assist.

These views provide a complete picture of each Voice Assist interaction, helping you quickly assess lead quality, caller intent, and next steps.

Lead scoring in Voice Assist

You can use Voice Assist to qualify leads based on their fit and likelihood to convert. This feature will run after the call has completed, and uses the call recording and transcript to qualify the caller.

There are two results created: a lead score and a lead score explanation.

The Lead Score will be a percentage from 1 to 100, with 1 being the lowest score and 100 being the highest. CallRail will qualify the lead score based on the tiers below:

Very Good (80 - 100%): Strong signals of intent. Likely to convert quickly.
Good (60 - 80%): Clear buying interest and good fit.
Fair (40 - 60%): Moderate interest or fit.
Poor (20 - 40%): Low intent or partial fit.
Very Poor (0 - 20%): Little to no engagement or poor fit.

Lead scores will be displayed in two locations within the Activity tab (at the top of the screen):

The Lead Journey Overview card on the caller’s Timeline, accessed using the far-right arrow on any row in the call log.
The Unique Callers log, acessed from the left-hand menu. This view allows you to compare and prioritize leads based on their relative scores.

The Lead Score Explanation will provide insights into what goes into the generated score. It will be displayed in the following two locations:

The Lead Journey Overview card on the caller’s Timeline, accessed using the far-right arrow on any row in the call log.
The Unique Callers log, acessed from the left-hand menu. This view allows you to compare and prioritize leads based on their relative scores.

Because the lead score updates over time, any report ran will see the most current lead score, rather than a lead score history.