Overview
Voice Agent is Fullpath's AI-powered phone agent. It answers inbound calls to your dealership in real time, has a natural spoken conversation with the caller, and can look up inventory, check service availability, and book appointments — all without a person picking up the phone.
Voice Agent isn't one generic phone bot. Calls are split into two departments — Sales and Service — based on which of your dealership's phone numbers the caller dialed, and each department behaves differently:
-
Voice Sales Agent — handles vehicle inquiries, inventory questions, and sales appointment/test drive requests.
- Voice Service Agent — handles general inquiries, takes callback requests, and records preferred dates and times for service requests. It does not provide live vehicle status updates, exact pricing, or definitive appointment confirmations.
How It Works
Answering the Call
When a call comes in, Fullpath checks which phone number was dialed to determine the department (Sales or Service), then checks whether the caller is a known shopper in your CDP. If they are, the agent already knows relevant context — their name, their salesperson, their most recent sale, prior service repair orders, and open recalls — and can reference it naturally rather than asking the caller to repeat information you already have.
When the Agent Answers vs. When It Doesn't
You control when Voice Agent picks up versus when a call should go straight to your team. This is set per dealership using a working mode:
| Working Mode | When the AI agent answers |
|---|---|
| 24/7 | Always — every call is handled by the agent. |
| Opening Hours | Only while the dealership is open, based on your configured hours. |
| Out of Office | Only while the dealership is closed — calls during business hours go to your team as usual. |
You can also restrict which days of the week the agent is allowed to work (weekdays, Saturdays, Sundays, or any combination). Whenever the agent isn't scheduled to work — or your account isn't fully live on Voice Agent yet — the call is redirected to a phone number or SIP address you configure instead.
What the Agent Can Do Mid-Call
During the conversation, the agent can take real actions rather than just talk — for example, searching live inventory, checking service appointment availability, or booking an appointment outright. Which actions are available depends on the department (see the Sales and Service sections below).
Whenever the agent successfully books an appointment or logs a callback request, it sends a confirmation text to the caller and can notify your team so someone can confirm the details. If something can't be completed for any reason, the agent tells the caller a representative will follow up instead of leaving them stuck.
Call Recording
If enabled, calls may be recorded for quality and training purposes, and the caller is informed of this at the start of the call. A summary of the call and a link to listen to the recording of the call are both provided in the Dashboard.
Voice Sales Agent
Calls to your dealership's main sales line are routed to the Voice Sales Agent. It's built to act as an out-of-hours (or overflow) lead specialist: gather what the caller wants, and set up a next step for a salesperson to take over.
On a sales call, the agent can:
- Answer questions about specific vehicles or search live inventory by make, model, trim, price range, mileage, color, body style, drivetrain, or VIN.
- Capture the caller's intent — browsing, a specific vehicle, a test drive, or a general question — without forcing them through a rigid script.
- Schedule a sales appointment or test drive once it has the caller's name, phone number, and preferred time, confirming the details back before booking.
- Log a callback request for your team when the caller wants to speak to a specific person or needs something outside what the agent can resolve.
Voice Service Agent
Calls to your dealership's service line are routed to the Voice Service Agent, focused on getting the caller's vehicle into a service appointment.
On a service call, the agent is designed to:
- Understand the vehicle and the type of service needed.
- Check available appointment slots for that vehicle and service type before offering a time to the caller.
- Book the appointment once the caller confirms a time, sending an SMS confirmation.
Where to Find It
Voice Agent has its own section in the Fullpath Agentic CRM Dashboard, reachable from the Agent tab: https://dashboard.fullpath.com/agents/hub
How to Use It
Reviewing Performance
The Voice Agent overview page shows:
-
Calls Answered, Appointments Set, Average Call Duration, and Human Time Saved as headline metrics.
- A breakdown of calls by language, by intent (purchase, service booking, financing, trade-in, warranty, recall, general inquiry, or other), and by outcome (appointment set, info provided, callback requested, needs a human, busy, no answer, or other).
- A heatmap of call volume by day and hour, useful for confirming your working-hours configuration matches when calls actually come in.
- A list of individual calls with recordings, notes, and appointment details.
Configuring the Agent
From Voice Agent settings, you can configure:
- Agent Name and Voice — the persona the caller hears.
- System Prompt and Greeting Prompt — the underlying instructions and opening line.
- Redirect-to phone number — where calls go when the agent isn't working.
- Call recording toggle.
- Confirmation SMS toggle — whether callers get a text after booking.
- Send lead and appointment data to the CRM toggle.
The Voice Agent is Live / Paused toggle on the settings page turns the agent on or off entirely for your account; while paused, all calls follow the redirect configuration above.
Frequently Asked Questions
Does Voice Agent work with our existing CRM?
Yes. Leads and appointments captured by Voice Agent can be written back into your CRM if you've enabled that setting.
Can I hear the calls?
Yes, if call recording is enabled — recordings and summary notes are available from the Voice Agent Dashboard.