Introduction
Building production-ready voice AI applications requires more than just technical knowledge. This guide covers best practices learned from real-world deployments that will help you build reliable, scalable, and effective voice AI solutions.Agent Design Best Practices
System Prompt Design
Be Specific and Clear: Your system prompt should clearly define the agent’s role, capabilities, and limitations. Vague instructions lead to unpredictable behavior. Include Examples: Provide examples of good responses and interactions. This helps the AI model understand the desired tone and style. Set Boundaries: Clearly define what the agent should and shouldn’t do. Include instructions for handling edge cases, sensitive topics, and error scenarios. Use Variables: Leverage dynamic variables in prompts for personalization and context-aware responses. Iterate and Test: Continuously refine your prompts based on real conversations. Use AI Studio to iterate quickly.Model Selection
Match Model to Use Case: Different models have different strengths:- GPT-4: Best for complex reasoning and nuanced conversations
- Claude: Excellent for long context and detailed analysis
- GPT-3.5: Good balance of cost and performance for simpler use cases
Voice Configuration
Choose Appropriate Voice: Select voices that match your brand and use case. Professional voices for business, friendly voices for customer service. Optimize Speaking Speed: Adjust speaking speed based on your audience. Slower speeds for complex information, faster for simple confirmations. Test Audio Quality: Always test how your agent sounds on actual phone calls, not just in simulations.Workflow Design Best Practices
Node Organization
Keep Workflows Focused: Each workflow should have a clear, single purpose. Avoid creating overly complex workflows that are hard to maintain. Use Descriptive Names: Name nodes clearly so the workflow is self-documenting. “Check Business Hours” is better than “Condition 1”. Group Related Nodes: Visually organize nodes to show logical flow. Use spacing and alignment to make workflows readable. Document Complex Logic: Add comments or documentation for complex routing logic that might not be immediately obvious.Error Handling
Plan for Failures: Always include error handling nodes in your workflows. What happens if an API call fails? If an agent times out? Provide Fallbacks: Design fallback paths for critical operations. If the primary agent fails, route to a backup or human agent. Log Errors: Ensure errors are logged with sufficient context for debugging. Include call IDs, timestamps, and error details. User-Friendly Messages: When errors occur, provide helpful messages to users rather than technical error codes.Performance Optimization
Minimize Node Count: Each node adds processing time. Keep workflows lean and efficient. Use Parallel Processing: When possible, execute independent operations in parallel rather than sequentially. Cache Expensive Operations: Cache results of expensive function calls or API requests when appropriate. Optimize Condition Logic: Place the most common conditions first to reduce evaluation time.Telephony Best Practices
Phone Number Management
Use Descriptive Names: Give phone numbers friendly names that indicate their purpose (e.g., “Support Line”, “Sales Hotline”). Organize by Purpose: Group phone numbers by use case or department for easier management. Monitor Usage: Track usage patterns to optimize phone number allocation and costs. Plan for Scaling: Design your phone number strategy to scale as your business grows.Call Quality
Test Across Networks: Test calls on different carriers and network conditions to ensure quality. Monitor Call Metrics: Track call quality metrics like drop rates, audio quality, and latency. Optimize Audio Settings: Adjust audio encoding settings to balance quality and bandwidth. Handle Network Issues: Design your agents to handle poor network conditions gracefully.Compliance
Follow Regulations: Ensure compliance with telephony regulations (TCPA, GDPR, etc.) in your region. Obtain Consent: Get proper consent before making outbound calls or sending messages. Maintain Do-Not-Call Lists: Respect opt-out requests and maintain DNC lists. Document Compliance: Keep records of consent and compliance measures.Integration Best Practices
API Design
Use Webhooks: Leverage webhooks for real-time event notifications rather than polling. Implement Retries: Build retry logic into your integrations to handle transient failures. Handle Rate Limits: Respect API rate limits and implement backoff strategies. Version Your APIs: Use API versioning to maintain backward compatibility.Function Design
Keep Functions Focused: Each function should do one thing well. Avoid monolithic functions that do too much. Validate Inputs: Always validate function inputs before processing to prevent errors. Return Structured Data: Return consistent, structured data from functions for easier processing. Handle Errors Gracefully: Functions should return error information in a consistent format.Security
Secure API Keys: Never expose API keys in client-side code or logs. Use environment variables and secure storage. Validate Webhooks: Always validate webhook signatures to ensure requests are authentic. Use HTTPS: Always use HTTPS for all API communications. Implement Rate Limiting: Protect your endpoints with rate limiting to prevent abuse.Monitoring and Analytics
Key Metrics to Track
Call Volume: Track total calls, calls per hour/day, and trends over time. Success Rates: Monitor call completion rates, successful conversations, and goal achievement. Performance Metrics: Track response times, latency, and processing speeds. Cost Metrics: Monitor costs per call, API usage, and overall spending.Logging Strategy
Log Everything: Log all important events including call starts, agent responses, function calls, and errors. Include Context: Include relevant context in logs like call IDs, user IDs, timestamps, and request details. Use Structured Logging: Use structured logging formats (JSON) for easier querying and analysis. Retain Logs Appropriately: Keep logs long enough for debugging but comply with data retention policies.Alerting
Set Up Alerts: Configure alerts for critical issues like high error rates, service downtime, or unusual patterns. Avoid Alert Fatigue: Set thresholds appropriately to avoid too many false alarms. Escalate Appropriately: Have escalation procedures for different severity levels.Testing Best Practices
Simulation Testing
Test Before Deploying: Always test agents and workflows in simulation before connecting to real phone numbers. Test Edge Cases: Test unusual inputs, error conditions, and boundary cases. Test with Real Data: Use realistic test data that matches your production scenarios. Automate Testing: Create automated tests for critical workflows and agent behaviors.User Testing
Involve Real Users: Get feedback from actual users, not just technical team members. Test Different Scenarios: Test various use cases and conversation flows. Monitor First Calls: Closely monitor the first real calls to catch issues early. Iterate Based on Feedback: Continuously improve based on user feedback and call data.Deployment Best Practices
Gradual Rollout
Start Small: Begin with a limited rollout to a small group of users or phone numbers. Monitor Closely: Watch metrics closely during initial deployment. Scale Gradually: Increase scale gradually as you gain confidence. Have Rollback Plan: Always have a plan to roll back if issues arise.Version Control
Version Your Configurations: Keep versions of agent prompts, workflow definitions, and configurations. Use Git: Store configurations in version control for tracking changes. Tag Releases: Tag stable versions for easy rollback. Document Changes: Document what changed and why in each version.Next Steps
Fundamentals
Deep dive into the fundamental concepts of workspaces, agents, and workflows.