AI Phone Agent: An Overview

In this article

Never miss a call, even after hours
Get a clear summary of every conversation
Read the call transcripts
Stay on top of calls that need your attention
Follow up automatically with SMS
FAQs

Important:

You must upgrade your Wix site with a plan in order to set up your AI Phone Agent.
Your AI Phone Agent uses AI credits from your Wix account when it answers a call. Learn more about using AI credits.
The Phone Agent is currently only available in English to Wix users in the US.

Alfred, your AI Phone Agent, answers calls for your business 24/7. It can speak with callers, summarize and transcribe each conversation, alert you when a call needs follow-up, and send an SMS after the call with links to pages on your site. This helps you manage incoming calls even when you're unavailable.

Note:

Each call the Phone Agent handles uses AI credits from your account's balance. These credits are shared with your other Wix AI features. Learn more about AI credits

The Phone Agent dashboard showing Alfred's onboarding screen

Want to make sure every call is answered?

Go to Phone Agent

Never miss a call, even after hours

The Phone Agent answers incoming calls at any time, including after business hours or when you’re unavailable. Before you activate it, you can customize the name, voice, tone, and opening greeting. The Phone Agent uses your published site content to answer questions about your business, services, and policies, and updates automatically as your site content changes.

Your Phone Agent can answer common questions based on the information on your site and any additional knowledge you add. For example, if you use Wix Bookings, it can answer questions about services, availability, or business hours.

The Settings panel Personality tab with fields for agent name, business name, voice, tone, and call greeting

Tip:

You can also add custom knowledge in the Knowledge tab of the Settings panel, for example, special policies or instructions that do not appear on your site.

Get a clear summary of every conversation

After each call, the Phone Agent creates a summary of the conversation. In the Call history table, you can see the caller's name and number, the date and time of the call, what the call was about, and whether it was resolved or needs follow-up.

Each entry also includes a sentiment tag ('Positive', 'Neutral', or 'Negative') to help you review calls more quickly. You can search and filter the Call history table at any time from the Phone Agent dashboard.

A call details panel showing a call summary, sentiment, duration, SMS sent, alert sent, and status

Read the call transcripts

You need a Business or Business Elite plan to read call transcripts.

Your Phone Agent also keeps a written transcript of each call so you can read the call word for word. This helps when you need the exact words a caller used, such as a date they mentioned or how they described a problem. You can find the transcript in the call details alongside the AI-generated summary, caller details, and action labels.

The call details panel showing the full transcript of a call

Stay on top of calls that need your attention

You can define alert topics so your Phone Agent can flag calls that may need your attention, such as booking requests, urgent issues, or priority customers. When a caller mentions one of these topics, the Phone Agent marks the call and sends you an alert.

You can choose to receive alerts by email, push notification, or both. The Phone Agent can also take a message from callers and let them know you'll follow up.

The Settings panel Alerts tab with options for alert topics and notification delivery

Follow up automatically with SMS

After a call ends, the Phone Agent can automatically send the caller an SMS with a link to your booking page, contact form, or any page on your site. This helps direct callers to the next step without manual follow-up.

An SMS from the Phone Agent sending a caller a link to a booking page

Note:

SMS follow-ups count toward your Wix messaging quota. To check your usage and remaining message balance, click Settings on the Phone Agent dashboard, then click Usage. Sending SMS messages to the virtual number is not supported.