Explore step-by-step guides for building AI phone agents, managing inbound and outbound calls, connecting automations, configuring phone numbers, tracking conversations, and using the Lacy.ai API. This resource hub helps teams launch, optimize, and scale AI-powered phone support with confidence.
· Lacy.ai is a voice automation platform that handles phone calls in real time.
· Core features: inbound and outbound calls, AI-powered conversations, and no-code flows connected to tools like Google Sheets, CRMs, and calendars.
· Benefits: 24/7 availability, scalability through parallel calls, and time/cost savings by handling repetitive inquiries.
· Conversation flow: call starts, speech recognition transcribes, LLM chooses response/action, voice engine speaks, outcomes are stored and reported.
· Inbound flow: customer dials a rented or integrated number; AI answers, greets, handles queries, and routes when needed.
· Outbound flow: leads are uploaded or synced; AI dials numbers, follows script, and may transfer interested callers.
· AI Assistant/Agent: configurable call-handling bot defined by prompt, voice, and behavior.
· Campaign: outbound batch or sequence of calls to contacts/leads from CSV, Google Sheets, or CRM.
· Inbound Number: dedicated number customers call to reach the assistant; can be platform-provisioned or integrated by SIP/PBX.
· Outbound Caller ID: number shown to customers during outbound AI calls.
· No-Code Automation: built-in workflow platform similar to Zapier/Make for post-call actions and external updates.
· Tools/Integrations: assistant capabilities such as transfer, end call, schedule appointment, and webhook actions.
· System Prompt: the assistant brain, including business info, tone, rules, disclaimers, and edge-case handling.
· Initial Message: the first thing the assistant says, usually a short branded greeting.
· Voices: ElevenLabs voices and optional custom voice cloning, with adjustable parameters such as speed and filler usage.
· AI Assistant: combination of prompt, initial message, voice, optional tools, and assignment to a phone number or campaign.
· Billing model is primarily based on call minutes and dedicated number rentals.
· Included minutes are consumed first; excess usage is pay-as-you-go.
· Minutes may be calculated per second, with rounding rules depending on plan.
· Usage can be monitored through dashboard views and alerts.