Using the Vapi voice agent: assistant setup, human forwarding, after-hours

Most of your inbound is SMS, but voice is still the channel where calls feel high-touch — a client wants to hear a voice, especially for first contact. The Vapi voice agent answers your phone in a natural-sounding voice and can do everything the SMS agent does: quote, book, take deposits, escalate. The setup takes 10 minutes.

What Vapi is + what it does

Vapi is a voice AI platform we use as the layer between Twilio (the phone network) and Claude (the brain). It handles the audio: speech-to-text on incoming, text-to-speech on outgoing, real-time interruption detection, natural turn-taking. The result is a conversation that doesn't feel like an IVR — it feels like a person who's a bit polite and a bit slow to interrupt.

Enabling voice

1. Settings > Voice > Enable voice agent
2. Pick a voice persona (warm female, warm male, polished female, polished male — we have 6 defaults)
3. Set your greeting ("Hi, you've reached Maya Studios, how can I help?")
4. Decide what the agent answers vs. forwards (defaults below)
5. Save

Within 30 seconds, inbound calls are being answered by the voice agent. SMS continues to work in parallel — voice and SMS are two channels of the same conversation, so a client can call, hang up, then text and the agent remembers the context.

Configuring forwarding to a human

Three modes:

• Always answer (agent handles everything, forwards on escalation): the default. Best for operators with hands-full work (lash, hair, dental).
• Agent screens, forwards on request: agent answers, asks the purpose, forwards to your cell if the client says "I'd rather talk to a human" or asks for you by name.
• Operator first, agent backup: rings your cell first for 3 rings, agent picks up if you don't answer. Best for HVAC / field service where the operator drives + can talk hands-free.

Forwarding destination: your cell, your front desk phone, or a Twilio queue if you have multiple people. Set this per-location if you're on Business plan.

After-hours behavior

Voice respects your business hours. Outside hours, the agent answers with a slightly different greeting ("Hi, we're closed right now, but I can still book you for tomorrow or take a message") and:

• Books appointments for the next open day
• Takes a message and texts you the summary at 7am
• Charges deposits and saves cards
• Does NOT forward to your cell (you're not on call)

Most operators love this — it means the phone gets answered at 10pm when a client has a sudden urge to book Saturday's appointment, and the operator doesn't have to be on call.

Emergency routing (HVAC, plumbing, vet)

For verticals where after-hours emergencies are real (a burst pipe, a sick pet), you can configure emergency routing. The agent listens for keywords ("emergency," "flooding," "my dog isn't breathing") and immediately forwards to a designated on-call number, bypassing after-hours behavior. Setup in Settings > Voice > Emergency routing.

What voice does well vs. SMS

Voice is better for: first-touch impression, older clients who don't text, complex bookings (multiple services), and clients who want to confirm something specific. SMS is better for: most rebooks, deposit collection, dormant winback, anything that doesn't need a real-time conversation. Use both — they're not competing, they're complementary.