ElevenLabs

Who should read this article: Administrators, Supervisors

Integrate ElevenLabs with Voiso to create an AI voice agent as a Virtual agent and route calls to it through Flow Builder and Dialer campaigns.

Introduction

The ElevenLabs integration lets you bring your own voice bot into Voiso. You can connect your ElevenLabs account, have Voiso automatically create an ElevenLabs AI agent and a corresponding Voiso Virtual agent, and then route calls to this bot in Flow Builder or Dialer campaigns.

ElevenLabs manages the AI agent’s behavior, conversation flow, and voice output. Voiso manages telephony, SIP routing, call routing, reporting, and overall contact center operations.

Features

The ElevenLabs integration provides the following capabilities:

Integration

During the initial connection, Voiso uses the information you provide on the ElevenLabs integration page to build the agent for you, configure SIP trunking, and create a Virtual agent in your contact center.

Prerequisites

Before connecting ElevenLabs to Voiso, make sure you have:

• Voiso admin permissions
• An active ElevenLabs account
• An ElevenLabs API key generated in your ElevenLabs platform
• A name for your AI agent
• (optional) A prompt or description prepared for your AI assistant

Connecting

To integrate Voiso with ElevenLabs, navigate to Administration > Integrations, then click the ElevenLabs tile.

The ElevenLabs page provides information about the ElevenLabs integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking Connect.

1. Click Connect.
2. In the Connection setup panel, enter the following information:
   1. Your ElevenLabs API key
   2. The name of your ElevenLabs AI agent
   3. A prompt or description of your agent, or click Generate to add a generic prompt that you can edit to suit your business needs. The prompt is an explanation of how you want the ElevenLabs AI agent to handle calls, including its role, tone, and key tasks. Voiso sends this text to ElevenLabs when creating the assistant so it can generate appropriate responses during conversations.
      
3. Click Finish setup.

Voiso automatically:

• Creates an ElevenLabs agent
• Configures SIP trunking through Voiso
• Generates a SIP address with the required transport settings
• Creates a corresponding Virtual agent in your contact center

After setup is complete, your ElevenLabs AI agent is ready to be used in Flow Builder or Dialer campaigns.

Manage your virtual agent

If you want to route inbound calls to your virtual agent you must assign a contact center extension to the Virtual agent account.

1. To open the Edit virtual agent page, do one of the following:
   • On the ElevenLabs page, click the Assistant settings tab, then click the name of the virtual agent in the Assigned virtual agent section.
   • In Voiso, navigate to Users > Users and click the Virtual agent's name.
2. Assign an extension and save. The ElevenLabs AI agent is now available to be used as a routing target in Flow Builder.
   

Managing your integration

To manage an existing ElevenLabs integration, navigate to Administration > Integrations and click the ElevenLabs tile.

On the ElevenLabs integration page, you can reconnect an integration that has lost connection or disconnect a connected integration.

Click the Edit connection button and select either Reconnect or Disconnect.

Reconnecting an ElevenLabs integration

Use reconnect when:

• The integration was disconnected manually
• The ElevenLabs API key has changed or expired
• There was an error during a previous connection attempt

To reconnect:

1. On the ElevenLabs integration page, click Edit connection, then select Reconnect.
2. Follow the on screen instructions to validate your ElevenLabs API key and complete the connection.

Disconnecting an ElevenLabs integration

To disconnect the integration:

1. On the ElevenLabs integration page, click Edit connection, then select Disconnect.
2. In the Disconnect integration panel, click Disconnect to remove the integration from your contact center.

After you disconnect, the ElevenLabs integration state returns to Not connected and the integration card no longer shows agent details until you connect again.

Assistant settings

The ElevenLabs page Assistant settings tab enables you to rename your agent or modify the agent prompt or description.

You can also review the SIP URI generated for the assistant, including the required transport parameter used during the automatic setup.

Use cases

Using the ElevenLabs Virtual agent in Flow Builder

Once the integration is connected and the Virtual agent is created:

• The Virtual agent appears as a routing option in Flow Builder
• You can use the Virtual agent wherever you would route calls to a user

For more information about configuring flows, see the Flow Builder documentation.

Using the ElevenLabs Virtual agent in Dialer campaigns

You can use the ElevenLabs AI assistant for outbound calling:

• Add the ElevenLabs Virtual agent to a Dialer campaign so that it can handle outbound calls
• Virtual agents created from ElevenLabs assistants can join Dialer campaigns and handle outbound calls without manual intervention

For more information about Dialer campaigns, see the Dialer campaign documentation.