Voice agents · 8 min
Set Up Voice Agent Programming Over the Phone
Phone programming lets trusted callers teach the agent during a voice call. Use a passphrase so ordinary callers cannot change behavior.
Walkthrough
Step by step
Understand protected call modes
VZFLO does not currently have user-level access controls inside a workspace. The passphrase is the protection: when someone says it during a live call, the agent unlocks protected call modes and asks whether you want Training mode or Operations mode.
Training mode is the mode to use for teaching the agent. Operations mode exists in the flow, but it is not fully featured yet.
Open the agent configuration
Go to Agents, choose the voice agent, and open the configuration or behavior section where training and programming controls are managed.
Find Protected modes and click Edit.
The passphrase is configured on the voice agent itself, not on a separate user permissions page.
Enable protected call modes and set the passphrase
Open Protected modes, turn on Enable protected call modes, enter a private phrase, and save. The live assistant listens for this phrase during calls.
Protected modes
Mode passphrase
Turn on Enable protected call modes, enter the passphrase, then save.
Good passphrases are specific, memorable, and unusual, like “operator training mode alpha.”
Use the passphrase during a call
While talking to the agent, say the passphrase. The agent should recognize it and ask which protected mode you want: Training or Operations.
operator training mode alpha.
Protected modes are available. Would you like Training mode or Operations mode?
Say the passphrase. The agent should ask which mode you want.
If your goal is to update how the agent behaves, choose Training mode.
Choose Training mode and explain the change
After choosing Training mode, tell the agent the behavior change you want. Be specific about when the rule applies and what the agent should say or do.
Training mode.
What would you like me to learn?
When someone asks about emergency service, tell them we offer same-day dispatch when available.
Choose Training mode, then give one clear behavior update.
Example: “When someone asks about emergency service, tell them we offer same-day dispatch when available.”
Review and test the proposed training update
After the call, the Workspace Agent named Training Curator reviews the training conversation and recommends programming changes. By default, those recommendations require your approval before they are applied.
To auto-apply training, open Training Curator and uncheck Require review before applying changes.
If you want Training Curator to automatically reprogram the voice agent after training calls, open the Training Curator workspace agent and uncheck “Require review before applying changes.”
Before you finish
Launch checklist
- The passphrase is enabled on the correct voice agent.
- The passphrase is not a normal customer phrase.
- The agent asks for Training or Operations mode after the passphrase.
- Training mode is used for behavior updates.
- Training Curator approval behavior is set the way you want.
- The updated behavior is confirmed in a preview call after approval or automatic application.
Fix common issues
Troubleshooting
The passphrase is not recognized.
Use a shorter phrase, speak it clearly at the start of the instruction, and confirm the correct agent has phone programming enabled.
The agent asks for Operations mode, but the workflow does not do much yet.
Use Training mode for now. Operations mode is present in the protected-mode flow, but it is not fully featured.
The training update is too broad.
Rewrite the update as a specific rule with a clear trigger, then test it in a preview call.
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