Creating a voice application

A voice application is the configuration every conversation runs through. The wizard asks for the essentials in three steps and uses sensible defaults for the rest, so you can be uploading calls within minutes and refine the details later in Settings.

What you'll need

• The Voice IntELIEgence app in your top bar.
• This permission: Voice · Application - Create.
• Nothing needs to exist first. A knowledge base must already exist and be shared with you to receive the calls, and redaction needs a Smart Redact in IntELIEDocs.

If Voice IntELIEgence isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open the wizard

   Select Create application at the top of Overview or Voice Applications, or start from the top bar: Create, then Voice Application. The wizard opens on Basics; Cancel at the bottom returns you to Voice Applications without saving.

   

   The Voice Applications tab with the Create application button ringed at the top right, beside the Overview and Voice Applications switch, above five application cards.

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2. Fill in the basics

   Enter an Application name of 2-100 characters. Type and Languages describe the application on the last step but are not saved with it. Goal is optional. Under Require human review, Human review holds each call for approval and Automated completes it as soon as it is processed. Select Continue.

   

   The basics step of Create application, with Application name reading Inbound Support, Type Customer Support (Inbound), Languages English, Goal reading Calls to the main support line, and Human review chosen under Require human review.

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3. Choose the outputs

   Under Sources, Manual upload is marked Default · always on. Under Outputs, everything is on except Grade; turning Grade on adds a starter rubric of five criteria. Items marked Adds a page each add their own page to the application, so turning one off hides that page.

   

   The Capture & outputs step: Manual upload marked Default · always on, every output switched on including Grade with its starter rubric note, and the knowledge base and PII redaction switches off.

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4. Add a knowledge base and redaction

   To make calls searchable, turn on Push conversation data to a knowledge base and pick one under Knowledge base; Chat then turns on with it. To mask personal details before any AI step, turn on PII redaction and pick a Smart Redact in Select a Smart Redact. Select Continue.

5. Review and create

   Check Configuration and What happens when you create this; Edit on either card takes you back. Select Create application to publish it and open its Dashboard, or Save as draft, offered on every step, to keep it as a draft.

   

   The Review & create step for Inbound Support, with its Configuration summary, the list under What happens when you create this, and the Create application button ringed.

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What success looks like

• Voice app created. appears, and a published application opens on its Dashboard with Active beside its name.
• A draft appears on Voice Applications marked Draft. Open it and select Activate at the top when it is ready to take conversations.

What you can change later

Everything except the knowledge base can be changed in Settings. A knowledge base can still be attached there if you skip it now, but once attached it cannot be changed. Each save creates a new version of the application, and conversations keep the version they started under. See Voice application settings.

If something goes wrong

Symptom	Likely cause	What to do
There is no Create application.	Your role lacks Voice · Application - Create.	Ask a workspace administrator.
Continue is greyed out on the first step.	Application name is shorter than 2 or longer than 100 characters.	Fix the name. The error appears under the field once you leave it.
Continue is greyed out on Capture & outputs.	Every output is off, a knowledge base or Smart Redact is switched on but not picked.	Turn on an output, and pick what is missing or switch it off.
The knowledge base list reads No knowledge bases available.	None exist, or none have been shared with you.	Ask an administrator for access to an existing one, or create one.
A switch is greyed out with a note naming another module.	Your role cannot use Knowledge Base or Smart Redact, or your plan does not include it.	Ask an administrator, or create the application without it and add it later.

Next

• Uploading conversations - send the first recordings.
• Voice application settings - every section you can refine.
• Redacting personal details - choosing a Smart Redact.