This unit covers the Interactive Voice Response (IVR) Action ‘Virtual Agent’.
The Fastcall Virtual Agent IVR enables your Agentforce Agent to intelligently manage inbound calls. Rather than sending callers directly to a live agent, the virtual agent can now respond to calls, hold two-way voice conversations, and automatically provide or gather key information.
This smart automation improves efficiency and enhances the customer journey—while still allowing escalation to a human agent or sending a message through Fastcall when necessary.
It’s an ideal solution for expanding support capacity, minimizing hold times, and increasing customer satisfaction.
Create a New IVR
To create a new IVR in Fastcall you click the plus icon (+) and then pick the IVR you are creating. For this unit Virtual Agent.
Virtual Agent
You can specify the following:
- Introductory Automated Message – This optional message lets the caller know what’s happening—for example: “Hello, I’m a virtual agent. How can I help you?”. You can also configure your virtual agent to introduce itself and welcome the caller, providing a more personalized and transparent experience right from the start.
- Agent – Choose the Agentforce agent that will respond to incoming calls through this IVR flow.
- Speach To Text Provider – It’s the provider Fastcall will use to convert the customer’s audio into text.
- Text To Speach Provider – The virtual agent returns a text-based response, which Fastcall then converts into audio using this provider, allowing the customer to hear the message during the call.
- Agent Escalated IVR – This is the IVR used when a virtual agent is configured to escalate the call. For example, if the customer says, “I want to speak to a human,” the virtual agent will respond with something like “This session has been escalated,” and then transfer the call using this IVR.
- Agent Session Ended IVR – This IVR handles sessions that end without escalation. For example, it can transfer to an IVR that plays a message like, “This session has ended. Thank you for contacting us. Have a great day,” before ending the call.
You can learn more about how to set up agent escalation and messaging here.
Assign Virtual Agent to a Phone Number
To use this IVR, you must first assign it to a phone number. When a customer calls that number, your Agentforce virtual agent will answer the call and respond according to your configured setup.
Last updated: Fastcall v9.0.0, 2025-06-27