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Voice Agents: Setup, Field Collection, and Call Flow Handover

Configure a Voice Agent to collect caller fields as tags, hand them into a Call Flow, and verify the persisted data.

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Written by Eric Gardona

Voice Agents: Setup, Field Collection, and Call Flow Handover

Use this guide to configure a Voice Agent, collect caller information as structured tags, pass those values into a Call Flow, and verify the result in reporting.

Before you begin

  • Confirm that Voice Agents is visible for your organization.

  • Decide which caller fields the agent must collect and how each value should be formatted.

  • Create or confirm the corresponding Custom Tags before configuring routing or RTB requests that depend on them.

Use consistent lower-case tag names, such as age, currently_insured, and zip_code. Treat tag names and casing consistently throughout the agent, Call Flow, filters, and integrations.

1. Create or edit a Voice Agent

  1. Open Voice Agents from the main navigation.

  2. Select an existing agent, or choose Create Agent.

  3. Give the agent a clear name and define its purpose.

  4. Configure the greeting, instructions, language, voice, and maximum conversation duration for the use case.

  5. Under the collection-tag settings, select the fields the agent should collect.

  6. Add a clear description for each field so the agent knows what to ask and what format to capture.

  7. Save the agent.

Model and advanced voice controls may vary by organization. Use the options available in your portal rather than relying on a fixed model count or a release-era list.

2. Define collection fields clearly

Collection tags work best when each field has one purpose and a predictable format.

  • Good: zip_code — “Collect the caller’s five-digit service ZIP code.”

  • Good: currently_insured — “Record yes or no.”

  • Avoid: one tag that combines multiple answers or accepts several incompatible formats.

When buyer eligibility depends on an exact ZIP, state, age, or coverage value, collect and pass that value explicitly. Do not assume a derived location or another fallback will satisfy the buyer’s rules.

3. Add the Voice Agent to a Call Flow

  1. Open Call Flows and edit the reusable flow that should run the agent.

  2. Add or select the Voice Agent step and choose the saved agent.

  3. Connect the incoming path to the agent.

  4. Connect the agent’s handover path to the next configured route, such as a Target, RTB endpoint, another Call Flow step, or another explicit outcome.

  5. Configure any fallback, no-result, or end-call behavior explicitly.

  6. Save the Call Flow and confirm that the intended campaign uses that flow.

A Voice Agent does not make every later route automatic. The Call Flow must define what happens after handover and what happens when a prior route does not succeed.

4. How collected data moves through the call

During the conversation, the Voice Agent captures values for the configured collection fields. At handover, the collected values are applied to the call as persisted tags. Those tags can then be used by downstream routing, Advanced Filters, RTB request fields, reporting, exports, or integrations.

Important: a tag merely appearing on a call does not prove the Voice Agent collected it. Tags can come from publishers, integrations, Call Flow steps, or other platform logic. Verify both the Voice Agent handover and the persisted collection-tag values.

5. Test before sending live traffic

  1. Place a test call and answer every configured collection question.

  2. Confirm the agent recognizes each answer and reaches the intended handover.

  3. Open Reporting → Call Logs and select the test call.

  4. Review the Voice Agent conversation details and the call’s Tags.

  5. Confirm the handover completed and the expected collection tags persisted with the correct values.

  6. Confirm the downstream Target, RTB request, or other Call Flow branch used those values as intended.

System Voice Agent stage tags can help confirm whether the agent was attempted, reached, handed over, or finished. Collection tags contain the caller data itself. These are different signals and should be reviewed separately.

6. Use collected tags downstream

  • Advanced Filters: apply eligibility rules to Targets and RTB endpoints using configured tags and supported system values.

  • RTB request fields: insert a configured tag value into a buyer request where the endpoint expects that field.

  • Reporting: review or export persisted tag values to analyze qualification and handover results.

  • Call Flow branches: evaluate the persisted value in an explicit condition before selecting the next route.

Troubleshooting

The agent did not collect a field

  • Confirm the tag is selected in the agent’s collection settings.

  • Make the field description explicit about the question and expected format.

  • Verify that the caller supplied a usable answer and the agent reached handover.

The tag exists, but routing did not use it

  • Use the standard lower-case tag format consistently across the agent, Custom Tags, Call Flow, Advanced Filters, and RTB configuration. Existing upper- or mixed-case references still resolve normally because tag matching is case-insensitive.

  • Confirm the persisted value matches the filter’s expected format.

  • Test the actual runtime path; a rule can save successfully while still receiving a blank, malformed, or unexpected value.

The Voice Agent option is not visible

Ask your account administrator or Moja AI support to confirm that Voice Agents is available for the organization.

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