Creating a voice application
A voice application is the configuration every conversation runs through. The wizard asks for the essentials in three steps and puts sensible defaults on the rest, so you can be uploading in a couple of minutes and refine it later.
- The Voice IntELIEgence module visible in your left-hand navigation.
- Nothing needs to exist first — unless you want conversations pushed into a knowledge base, which must already exist. The wizard can attach one, but it never creates one.
If Voice IntELIEgence isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.
Steps
In the left rail, select Voice IntELIEgence, then Create application — from the page header or the dashed banner. The wizard opens on Basics and reads Step 1 of 3; Cancel leaves without saving.
Enter an Application name — the only field that gates Continue, and it needs at least two characters. A Goal is offered and marked Optional. Require human review is on by default: each conversation then waits for a reviewer to approve it before it is marked Completed. Select Continue.
Under Sources, Manual upload is fixed and badged Default · always on. Under Outputs, Summary, Action items, Topics & sentiment and Talk-time stats are on and Grade is off — turning Grade on seeds a starter rubric of five criteria so grading works out of the box. Topics & sentiment and Grade each add their own menu item to the application, so leaving one off hides it from users. Push conversation data to a knowledge base and PII redaction are both off; turning the push on makes the knowledge-base picker required. Continue needs at least one output on.
Read the Configuration summary and What happens when you create this — both are built from your choices. Select Create application to publish it so it can take conversations, or Save as draft to keep it hidden until you activate it from the application header.
What success looks like
- Voice app created. appears and you land on the new application’s Dashboard.
- Published, its header badge reads Published; saved as a draft, the header offers Activate.
- The rail carries Grading only if you turned Grade on, and Topics & Sentiment only if you left Topics & sentiment on.
What you can change later
Everything here is editable afterwards in Settings, including the outputs and the rubric on Outputs & Grading. Each save pins a new application version, which is why every editable section says Changes apply to new conversations only (a new version is pinned). A conversation keeps the version it started under, so an edit never rewrites a summary, grade or transcript that has already been produced.
If something goes wrong
| Symptom | Likely cause | What to do |
|---|---|---|
| Continue is greyed out on Basics. | Application name is blank. It carries no required marker, so nothing points at it. | Enter a name. Save as draft also becomes available as soon as it is filled. |
| Continue is greyed out on Capture & outputs, with no message. | Every switch under Outputs is off, or Push conversation data to a knowledge base is on with no knowledge base picked. This step explains neither. | Turn on at least one output, and either pick a knowledge base or turn the push off. |
| The knowledge-base picker reads No knowledge bases available. | None exist, or your role cannot list them — the picker looks the same either way. | Create one first — see Creating a knowledge base — then attach it here or in Settings. |
| Nothing is created after selecting Create application. | A one-character Application name passes the wizard but is rejected on save. | Use at least two characters, then try again. |
| Grading or Topics & Sentiment is missing from an existing application. | Its output is off, which hides the menu item. | Turn it back on — see Voice application settings. |
Next
- Voice application settings — every section you can refine later.
- Browsing conversations — the payoff of this setup.
- How Voice IntELIEgence works — the pieces and how they fit.