Voice & phone interviews

Typed interviews work in every workspace. Voice (in the browser) and phone interviews need a voice provider behind them. This page covers what a workspace admin needs to know. For running interviews, see Running interviews.

Who sets up voice

Voice runs on one platform-wide voice integration (Retell), set up by your platform operator, not in your workspace. You don't enter voice keys or phone numbers yourself.

For a voice or phone interview to start in your workspace, all of these must be true:

• The platform operator has set up and designated the voice integration.
• The voice plugin is active for the platform and not switched off for your workspace (the same platform-then-workspace model as Plugins).
• The voice connection is active and allowed to make calls.
• Your workspace's data residency policy allows it.

If any of these fails, the interview doesn't start a call and nothing is sent to the provider. The interviewee sees a plain message, for example "Voice interviews are not enabled here. You can keep going by typing." Typed interviews carry on as normal.

Phone interviews also need an outbound number and a voicemail message, which the platform operator sets.

• The voicemail message is what a phone interview leaves when it reaches voicemail, before it hangs up. It must include the AI disclosure.
• The default message says it is an automated AI interview agent calling from the platform, says sorry for missing them, and says goodbye.
• If the message is blank, phone interviews do not start: the call fails with a clear error and nobody is dialled.

The interviewer

The interviewer is an agent called Interviewer in your AI team. Its name is the one it uses when it introduces itself ("Hi, this is Interviewer, the AI interview agent for your workspace").

Disclosure and recording

Every voice and phone interview opens with a spoken notice that the interviewee is talking to an AI and that the session is recorded. In the browser the same words show on screen. It's a notice, not a consent form: the interviewee can carry on, switch to typing, or end.

Typed and spoken turns are both kept in one transcript, each tagged typed or spoken.

What phone callers can reach

On a phone call the interviewer works from its instructions and the Topic's checklist only. It doesn't search your Brains, so nothing from them can be read out to whoever answers the phone.

Calls that fail

Calls are settled automatically. A phone call that's busy or never connects is marked failed, with a note in the chat and an entry in the audit log. Nobody has to refresh anything. When an interview can't reach the interviewer model at all, the interviewee sees "The interviewer is not available" and your platform operator needs to check the default inference connection.