General
How much does Voice Assist cost?
Voice Assist costs $95 per month, which includes up to 50 answered calls. Additional calls beyond the included volume are billed at a rate of $1.00 per call. In order to be charged for a Voice Assist call, the call 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
Troubleshooting
Why isn’t Voice Assist answering calls?
Voice Assist only works if it’s added as a step in your call flow. If it’s not placed in an active call flow, it will not handle any calls. You can see if it’s active in a call flow when a Voice Assist icon appears in call flows (Settings> Workflow> Call flow on the right side menu).
Can I customize how Voice Assist responds if I don’t want it to follow the standard behavior?
Yes. You can use the Business Profile to add special instructions that guide how Voice Assist handles conversations. While core behaviors like data collection are set in the configuration settings, the prompt lets you shape tone, phrasing, and approach. For example, if you'd prefer a more sales-driven conversation instead of basic intake, you can write that into the prompt, making the assistant highly flexible and adaptable to your needs. Learn more about advanced prompting here.
What if Voice Assist is in a call flow but doesn’t pick up the call?
If you’re using an external voicemail or call routing system, the issue is likely related to timing. Check and adjust the ring duration before the Voice Assist step in your call flow. If it rings too long, callers may hang up before Voice Assist activates. If it rings too briefly, your external system may pick up the call first. Adjusting the timing ensures Voice Assist answers the call reliably.
Why does Voice Assist sometimes repeat itself or restart a sentence?
If the assistant is interrupted by background noise or unclear speech, it may restart its last statement. If the interruption is a valid question, it should shift to answering that instead.
Why are calls showing up as unanswered even when Voice Assist is on?
This often happens when a caller hangs up during the ringing phase (before Voice Assist picks up). Adjust the ring duration to reduce early hangups and ensure smoother routing.
I updated the prompt, but Voice Assist doesn’t seem to follow it. Why?
Prompts take effect immediately after saving, but overly complex or unclear instructions may not be interpreted as intended. Try rephrasing or testing simpler, direct instructions.
I updated the greeting, but Voice Assist doesn’t seem to follow it. Why?
If Voice Assist is already in your call flow, it will use the existing greeting to avoid overwriting any custom messages. To update the greeting, you can either remove and re-add the Voice Assist step, or manually copy and paste the new greeting into your call flow.
Behavior & Training
What happens if I try to test Voice Assist without saving a Business Profile?
Voice Assist needs a Business Profile to answer questions accurately about your business. If you place a test call without one, it will default to collecting a message instead of responding with helpful information.
Is Voice Assist constantly retraining or updating its responses based on my website or call history?
No. Voice Assist does not continuously regenerate or update its prompts. It generates its responses once based on the inputs provided (e.g., website, business description, tone) and retains that version until you choose to manually update it. This ensures you have full control over what the assistant knows and says.
If you want to regenerate its prompts, you’ll need to clear all prompt fields and re-enter your website or updated content. We recommend copying your existing prompts into a document beforehand in case you want to reuse or reference them later.
Does Voice Assist remember previous calls or caller information?
No, each call is treated as a standalone interaction. Voice Assist does not retain memory or context from prior conversations.
How is Voice Assist trained using my call transcripts?
Voice Assist reviews the previous 100 transcribed inbound calls between 1.5 and 15 minutes, from the last 6 months. It uses this data to train itself on your business.
Setup & Configuration
Can I control when Voice Assist transfers a call?
Yes—if transfers are enabled in your call flow, you can guide when they happen by adding clear instructions in the Business Profile. For best results, include a prompt in the Company Overview section labeled something like “Transfer Instructions.” For example, you could write: “Only transfer existing customers with urgent issues.” Voice Assist will follow that guidance and only transfer calls that meet the criteria you specify.
Can Voice Assist transfer calls to different departments based on what the caller says?
Not at this time. Voice Assist cannot route calls dynamically—for example, it can’t transfer billing questions to accounting and login issues to support. If you need multiple routing paths, we recommend adding a Menu step in the call flow, which provides the caller with options to choose from. You could also use a phone menu (IVR) before the call reaches Voice Assist, but be sure to adjust it to account for Voice Assist’s pickup.
Q: Can I change the order in which Voice Assist asks caller intake questions?
Yes, to an extent. Voice Assist typically asks questions in the order they appear on the settings page—starting with the caller’s name, which is always collected first. If you'd like to customize the order, you can create Custom Questions and arrange them in the preferred sequence. Voice Assist also always captures the caller’s reason for calling. It may do this conversationally during the call or confirm it again at the end.
Voice & Greeting Behavior
Q: Do I need to disclose that Voice Assist is AI?
While not required by CallRail, disclosure laws may apply depending on your state. You can customize the prompt to include a disclosure during the conversation (e.g., “I’m a virtual assistant, but I can help with that”).
Functionality
Can Voice Assist speak other languages?
Yes. Voice Assist will automatically continue the conversation in the language the caller uses.
Do my existing integrations still work with Voice Assist calls?
Yes. Any integrations you've set up for call tracking, like pushing lead data, call summaries, tags, and recordings, will also apply to Voice Assist calls. You can also send caller intake details using our native HubSpot integration, webhooks, API, or soon via Zapier.
Can Voice Assist integrate with Google Ads or other marketing platforms?
Yes. CallRail integrates with Google Ads and other marketing tools to push call and lead data into your ad platforms, helping you track conversions and optimize campaign performance.
Can I test Voice Assist before going live?
Yes. You can make test calls from the Voice Assist Setup page (Settings> Workflow > Voice Assist on the right side menu). These are real calls and may trigger integrations. Test calls are tagged with “Voice Assist – test call” in your reports.
Best Practices
How can I prioritize which leads to reach out to first after Voice Assist covers overnight?
Navigate to the Unique Callers log under the Activity tab to see one row per caller, along with their Lead Score, recent activity, and tags. Use this view to quickly identify high-intent leads and prioritize follow-up. You can also sort or filter by Call Answered Status to focus specifically on leads handled by Voice Assist.
What if I don’t have a calendar booking link to use with Voice Assist?
While Voice Assist can include a booking link in its follow-up text message if one is available (try Calendly for free), it is not required. If you don’t have a calendar link, the assistant will simply take an appointment request and collect the caller’s contact details so your team can follow up with a confirmation manually.
Security & Compliance
Is Voice Assist compliant with data privacy and security standards?
Yes. Voice Assist is designed with enterprise-grade security in mind and meets CallRail’s strict data handling and privacy standards.
Is Voice Assist HIPAA-compliant?
Yes, Voice Assist is explicitly designed to support compliance efforts. We offer a BAA, and all data is encrypted, restricted only to the customer, and Voice Assist is trained exclusively on the client's data. Additionally, when enabled, our redaction feature removes sensitive PII from transcripts. In addition, Voice Assist can manage appointment requests and collect client availability by configuring Voice Assist to collect only essential details, avoiding overly sensitive medical information during initial automated interactions.
PII redaction can be enabled from your company's AI features page.
Does CallRail use my Voice Assist data to train AI models?
No. CallRail does not allow the LLM to use customer data from Voice Assist calls to train its models. Your call data—including transcripts, summaries, and intake information—remains private and is only used to power your Voice Assist experience within CallRail.