Speed to lead and follow-up calls win deals. But staffing phones is expensive, and texting from unregistered US numbers gets blocked by carriers. Until now, that usually meant a separate dialer, a separate texting setup and a lot of copying data back into your CRM.

Version 3.15.0 brings Voice to Mass. AI voice agents, a browser phone, US texting registration and tracked automation calls now live in the same place as your contacts and automations. If you want to try it, you can start for free. Otherwise, read on.

TL;DR: Build AI voice agents from starter or industry templates, test them in the browser or with a real call, and publish them to answer an inbound number or place outbound calls from your automations. Call contacts from the dashboard with the browser phone. Register your brand and campaign for US texting from Settings. Automation voice calls are now logged, checked for consent and calling hours, and retried automatically.

What Voice is

Voice is a set of calling and phone features that sit alongside your contacts and automations. It has four parts:

• AI voice agents that hold real phone conversations using stages and tools you define.
• A browser phone so your team can call contacts without leaving Mass.
• US texting registration to get your numbers approved to send texts.
• Tracked automation voice calls with consent checks, calling hours and automatic retries.

It's built for agencies and businesses that book appointments, qualify leads or follow up by phone and text, including real estate, home services, med spa and insurance teams.

AI voice agents

An agent follows the stages you define and can use tools during the call:

• Book appointments during the call.
• Update contacts with details gathered on the call.
• Transfer the caller to a person at your transfer number.
• End the call when the conversation is done.

When an agent is ready, publish it to answer one of your inbound numbers, or use it to place outbound calls from your automations. Voice agents are available once they have been enabled for your account.

Start from a template

You don't have to write an agent from scratch. Seven starter templates are ready to go, each filled in with your business details:

• Appointment setter - books appointments with callers and leads.
• Speed-to-lead - calls new leads quickly and books the appointment.
• Lead qualifier - qualifies leads over the phone.
• Database reactivation - reaches back out to contacts already in your database.
• Receptionist - answers inbound calls on one of your numbers.
• Missed-call callback - calls back people whose calls were missed.
• Review request - asks customers for a review.

There are also industry packs for real estate, home services, med spa, insurance and more.

Transfer numbers are always yours

Templates never ship with a transfer number. A transfer number is only required for agents that transfer calls: if your agent does, it can't be published until you enter your own. That way, no call is ever handed to a number you didn't choose.

Test, publish and restore

Before an agent goes live, talk to it directly in the browser to hear how it handles the conversation, or have it place a real test call to your phone.

Every publish saves a version. If a change doesn't work out, open version history, view an earlier version and copy it back into your draft.

Review every call

The calls list shows each agent call with its transcript, recording, outcome and the exact stages the conversation reached. Per-agent call stats show how each agent is performing.

Follow up automatically

The Voice agent call ended trigger starts an automation when an agent call ends. You can filter it by agent and by outcome, for example to start a follow-up whenever a call ends with a specific result. See the Automations docs for how triggers and steps fit together.

Usage and limits

Agent calls are billed by the minute, with monthly minute and concurrent-call limits. If a limit is reached, callers reach a voicemail-style fallback instead of the agent. See Credits and Billing for how usage is charged on your account.

The browser phone

A phone icon in the dashboard header opens a dialer with a keypad, mute and a call timer. The Call button on a contact now dials in the app, so your team can call from the browser. Browser calls are billed per minute.

Every call stays on the contact record:

• Calls tab - each contact has a Calls tab listing automated, inbound and in-app calls with their outcome and notes.
• Call completed trigger - an automation trigger fires when an in-app call ends, so you can follow up automatically.

Learn more about working with contacts in the CRM docs.

US texting registration

Texts from unregistered US numbers get blocked by carriers. Voice lets you register from inside Mass:

1. Open Settings, then Phone numbers, and start registration for your brand and campaign for US texting.
2. Follow the approval status and any fees from the same page.
3. If a registration is rejected, resubmit it.
4. Once approved, your local numbers are attached automatically.

Tracked automation voice calls

Voice Call steps in automations and the Canvas Place Call step now log every call. Before dialing, they check:

• US-only numbers - calls are placed only to US numbers.
• Consent - the contact has given consent.
• Opt-outs - the number isn't on the opt-out list.
• Calling hours - the call is within 8am-9pm calling hours.

During the call, recipients can press 9 to stop future calls.

Automatic retries

Calls that are busy, unanswered or failed retry up to three times at the interval you set. If a retry falls outside the allowed calling hours, it moves to the next allowed calling window.

Ways to use Voice

• Call every new lead within minutes with an AI speed-to-lead agent that books the appointment.
• Answer inbound calls with an AI receptionist on one of your numbers.
• Start a follow-up automation whenever an AI call ends with a specific outcome.
• Click Call on a contact to dial from the browser and log the outcome and notes.
• Register your business for US texting so campaigns from your local numbers are delivered.
• Retry automation calls that were busy or went unanswered, within the contact's calling hours.

Frequently asked questions

What is an AI voice agent in Mass?

An AI voice agent holds real phone conversations by following the stages you define. During a call it can book appointments, update the contact, transfer the caller or end the call. You publish it to answer one of your inbound numbers or to place outbound calls from your automations. Voice agents are available once they have been enabled for your account.

Which voice agent templates are available?

There are seven starter templates: appointment setter, speed-to-lead, lead qualifier, database reactivation, receptionist, missed-call callback and review request. There are also industry packs for real estate, home services, med spa, insurance and more. Templates are filled in with your business details.

Do I need a transfer number to publish an agent?

Only if the agent transfers calls. Templates never ship with a transfer number, so an agent that transfers calls can't be published until you enter your own.

How are voice agent calls billed?

Agent calls are billed by the minute, with monthly minute and concurrent-call limits. If a limit is reached, callers reach a voicemail-style fallback instead of the agent. Browser phone calls are also billed per minute.

What checks run before an automation voice call?

Voice Call steps in automations and the Canvas Place Call step check that the number is a US number, that the contact has given consent, that the number isn't on the opt-out list, and that the call falls within 8am-9pm calling hours. Recipients can press 9 to stop future calls.

Put your phones to work

Calling, texting registration and follow-up now run in the same place as your contacts and automations. Pick a template, add your business details, test it, and publish.

Ready to try it? Start for free, read the full Voice guide, or see what else shipped in the changelog.

Related guides

• Voice docs - every part of Voice, step by step.
• Automations and Workflow Builder - triggers and steps for follow-up.
• CRM and AI Outreach - contacts, calls and outreach.
• Credits and Billing - how usage is billed.

The Mass Team