How to Use Echo (Voice AI)

Echo is ChatFlow's voice agent. It answers phone calls using the same knowledge as your chatbot, so callers get the same answers your chat customers do, day or night. Every call is logged with a transcript, a short summary, and a sentiment read, and Echo can transfer to a person when a caller asks.

Open Echo

Select Echo in the sidebar (under BOTS & AGENTS). Until it is activated for your account, Echo opens on a welcome screen that explains what it does, with a cost calculator so you can estimate your monthly usage before you start.

Step 1: Activate Echo

From the welcome screen, complete the one-time setup and subscription. Checkout is handled securely in the app, and activating unlocks phone-number provisioning.

Step 2: Provision your number and meet your voice agent

Provision a dedicated phone number. ChatFlow sets up the number and a voice agent to answer it. You can run up to three agents, each with its own number, voice, and knowledge base.

Once you have a number, the Echo dashboard becomes your home base: your credit balance and estimated minutes, this month's call stats, your voice agents, and recent calls.

Each agent card shows its number and two ways to put it to work:

• Easiest: share the number directly. Calls to it go straight to your AI assistant.
• Forward: keep your existing business number and forward its calls to Echo, so callers still dial the number they know.

Step 3: Connect your knowledge base

An agent answers from one of your chatbots. In the agent's settings, choose the chatbot Echo should use. Echo then draws on that chatbot's FAQs, documents, and training to answer callers, exactly like the chat version does. If you have not built a chatbot yet, start with Set Up Your First Chatbot.

Step 4: Configure your assistant

Open Echo → Settings to shape how the agent sounds and behaves.

Setting	What it controls
Agent identity	The name the assistant uses (for example, "Alex") and your company name, used in greetings.
Custom instructions	Plain-language rules for how the agent should behave: tone, what to do when it does not know an answer, topics to avoid, when to take a message.
Knowledge base	Which chatbot the agent answers from.
Voice and language	The voice the agent speaks with and the language it uses.
Greeting and goodbye	The first line callers hear and how the agent signs off.
Business hours	The days and times the agent takes calls, with a message for calls that come in after hours.
Call transfer	A number to hand off to, and the phrases (like "speak to a human") that trigger a transfer.
Recording and consent	Whether calls are recorded, and the consent line played at the start when they are.

Step 5: Test before you go live

You can try the agent two ways before any customer calls:

• Browser test call: free, and needs no phone. It runs right from the dashboard so you can hear the greeting, the voice, and how the agent answers your questions.
• Phone test call: places a real call to a number you enter, so you can hear it on an actual phone. Test calls are flagged as tests and kept out of your reporting stats.

Step 6: Go live

When you are happy with the agent, put the number into service using either option from the agent card: share the Echo number directly, or forward your existing business line to it. From then on, Echo answers around the clock.

Review your calls

Open Echo → Calls for the full history. Each row shows the caller, status (completed, transferred, missed), duration, a sentiment read, and a one-line AI summary of what the call was about. Filter by direction or status to find a specific call.

Open any call to read its full transcript, play the recording (if recording is on), and see the sentiment and summary in detail. Test calls are marked as such and excluded from your totals.

Reach out with outbound campaigns

Echo can also call out, not just answer. Open Echo → Campaigns to run an outbound calling campaign: upload a list of contacts, give the agent a goal and an opening line, set your calling hours, and Echo calls each person and logs the result.

Each campaign tracks how many contacts were called, the outcomes, and the recordings and transcripts, the same way inbound calls are logged. Outbound calls use the same calling credits as inbound ones.

Credits and usage

Phone calls draw down per-minute calling credits. Your balance and an estimate of the minutes it buys sit at the top of the Echo dashboard, with an Add Credits button to top up. When the balance runs low, Echo warns you so the line does not go quiet. Browser test calls are free and do not use credits.

Verify it's working

1. Confirm your number shows as active on the Echo dashboard, attached to a voice agent.
2. Confirm the agent is connected to the right chatbot in Settings.
3. Run a browser test call, ask something your chatbot knows, and check the answer.
4. Place a phone test call, then open Echo → Calls and confirm the call appears with a transcript and summary.

Troubleshooting

I cannot see Echo, or it says it is not enabled

Echo is an Enterprise, early-access feature for Account Managers and above. Check your plan on Manage Your Subscription, or ask an Owner.

Echo answers but does not know our information

The agent answers from the chatbot you connected. Make sure the right chatbot is selected in Settings → Knowledge Base, and that the chatbot itself is trained. See Upload Documents and Add FAQs.

Calls are not being answered

Confirm the number is active and that callers are reaching it (if you forwarded your business line, check the forwarding is in place). Check that the call is within your business hours, or turn business hours off while you test.

The line ran out of credits

Calls use per-minute credits. Top up with Add Credits on the dashboard, and consider keeping a buffer so an unattended line never runs dry.