This guide takes you from a blank workspace to a working AI phone agent.

​
Prerequisites

Before you begin, make sure you have:
  • An Ovia account with access to the dashboard
  • A business use case, such as lead qualification, appointment booking, support, or payment reminders
  • A test phone number or web call access
  • Optional: API credentials for any CRM, calendar, ticketing, or internal system the agent should use

​
1. Create an agent

Open the Ovia dashboard and create a new voice agent. Choose one of two build modes:

Conversation flow

Best for structured calls where the agent must follow a predictable path.

Prompt agent

Best for flexible conversations where the agent can reason from instructions and context.

​
2. Set the agent goal

Write a clear goal. Keep it operational and measurable. 
You are Ovia, an AI assistant for a real estate agency in Cotonou.
Your goal is to qualify inbound callers, collect their budget and location,
answer basic questions, and book a visit with a human agent when the lead is ready.

​
3. Choose voice and language

Select a voice that matches your audience, then set the expected language behavior. For African markets, decide upfront whether the agent should:
  • Speak one language only
  • Detect and respond in the caller’s language
  • Start in French or English and switch when the caller asks
  • Escalate to a human when the caller uses an unsupported local language

​
4. Add business context

Add the facts the agent needs to answer accurately:
  • Products, services, prices, and eligibility rules
  • Opening hours, locations, and contact channels
  • Required fields to collect during the call
  • Escalation rules and handoff phone numbers
  • Compliance statements or consent messages

​
5. Test in the playground

Use the playground to run common call scenarios:
  • A caller asks a simple question
  • A caller interrupts or changes topic
  • A caller speaks with background noise
  • A caller wants a human
  • A caller refuses to provide required information

​
6. Connect a phone number

When the agent behaves correctly, connect a phone number or SIP trunk.
Start with internal test calls before routing real customer traffic.

​
7. Monitor launch calls

After launch, review live calls, transcripts, summaries, outcomes, and webhooks. Use that evidence to tune prompts, flow branches, pronunciation, and handoff rules.