How to set up and use the Voice AI Chat Widget

This guide explains what the Voice AI Chat Widget does, how to set it up, and how to use it effectively for both new and existing accounts.

Overview

What the Voice AI Chat Widget does

The Voice AI Chat Widget works as a voice-only interaction mode within the existing chat widget framework. Visitors can initiate a live voice session by clicking a microphone icon, and the AI agent responds conversationally in real time.

During the session, visitors can:

• Start or end a voice conversation.
• Mute or unmute the session as needed.
• Provide contact information and details verbally.
• Restart a conversation at any time by disconnecting and calling again.

The AI agent uses your configured Voice AI automations to handle interactions. All existing Voice AI actions are supported, except Call Transfer, which is currently unavailable.

• Browser-based voice calling directly from the chat widget.
• No outbound call or phone number required.
• Configurable AI Agent Name to match your brand or business.
• Automatic call recording notice displayed for transparency.
• Built-in reCAPTCHA protection to prevent automated or repeated misuse.
• Full compatibility with existing Voice AI actions and workflows.

Enabling the Voice AI Chat Widget

Step 1: Enable from Labs

1. 1Navigate to Settings > Labs > sub-account tab.
2. 2Find the Voice AI Chat Widget option.
3. 3Toggle the feature ON to enable it.

Once enabled, the Voice AI chat type becomes available in the Chat Widget builder. If you manage multiple accounts, you can choose to enable or disable it for specific sub-accounts.

Step 2: Configure the Widget

1. 1Go to Sites > Chat Widgets.
2. 2Open an existing widget or create a new one.
3. 3Under the Agent Tab, select Voice AI Agent.
4. 4In the Voice AI Agent Name field, enter the name that will be displayed to visitors (for example: “Sales Assistant” or “SupportBot”).
5. 5Click Save to apply your settings.

Learn how to create a voice AI agent by referring this help article.

Step 3: Add the widget to a website or funnel

1. 1In the Chat Widget builder, click Get Code.
2. 2Copy the generated <script> tag.
3. 3Paste this code into the Tracking Code section in the Header or Footer Tracking of your website or funnel where you want the widget to appear.
4. 4Publish or update the page. Once published, the Voice AI Chat Widget will appear on your site.

Step 4: How visitors interact

When a visitor opens the chat widget:

1. 1They’ll see a microphone icon indicating voice chat capability.
2. 2Clicking the icon starts the live voice session.
3. 3The browser requests microphone access (visitors must grant permission).
4. 4The AI agent responds conversationally in real time.
5. 5Visitors can start, mute or end calls as they prefer.
6. 6If the same user rapidly connects and disconnects multiple times (10 times within 60 seconds), the system triggers a reCAPTCHA challenge to ensure legitimate use.

Best Practices

• Choose a clear, friendly agent name that fits your brand tone.
• Test microphone permissions in different browsers to ensure smooth functionality.
• Keep background noise minimal when training or testing your agent.
• Remind users that calls are not recorded to maintain transparency.
• Monitor early usage during the Labs phase to understand user behavior and make configuration adjustments as needed to your agent and widget.

Security and Compliance

The Voice AI Chat Widget includes built-in security and compliance mechanisms:

• reCAPTCHA protection prevents misuse through repeated connect/disconnect activity.
• A non-recording notice is displayed automatically to ensure transparency.
• All conversations are handled within the browser, ensuring user privacy.
• The feature follows standard browser permission protocols for microphone and speaker access.

Troubleshooting

Issue | Possible Cause | Resolution

Voice session not starting | Microphone permission not granted | Ask the user to allow microphone access when prompted.

No audio output | Speakers muted or disconnected | Check audio settings and ensure device output is active.

Widget not appearing | Script not installed correctly | Re-copy and reinsert the <script> tag from the builder.

Frequent reCAPTCHA prompts | Rapid connection attempts detected | Slow down reconnection frequency to avoid triggering the system.

Unable to record sessions | Feature not supported | Inform users that call recording is currently unavailable.

Example: Setting up for lead capture

This example explains how to use the Voice AI Chat Widget to capture leads through voice.

Objective: Convert website visitors into qualified leads using voice interaction.

Setup Steps:

1. 1Enable Voice AI Chat Widget in Labs.
2. 2Create or open a Chat Widget and select Voice AI Agent Type.
3. 3Name the agent “Sales Assistant.”
4. 4Configure your Voice AI flow to:

Expected Experience:

• A visitor clicks the microphone icon.
• The AI agent greets them and begins asking questions.
• The visitor provides answers verbally.
• The system captures and stores their details automatically.

Result: The lead information is collected without requiring form submissions or manual input.

Frequently Asked Questions

Q: Do visitors need a phone number or an app download to use it? No, voice conversations happen in the browser using the visitor’s microphone and speakers.

Q: Can I create a Voice AI chat widget without setting up a Voice AI agent first? No, your Voice AI setup and agent creation must be completed before you can create a Voice AI chat widget.

Q: Are calls recorded? The widget displays a non-recording notice, and call recording isn’t supported for this feature.

Q: How do I configure the bot used in the Voice AI Chat Widget? The “bot” is your Voice AI agent. To configure it, go to AI Agents → Voice AI in your sub-account, then create or edit the agent settings (like greeting, prompts/behavior, and any actions/workflows you’ve set up). Make sure your Voice AI agent setup is completed before using it in the widget.