OMNIA Control Plane

AI Voice

Manage the AI voice branch for Twilio IVR, OpenAI realtime runtime settings, persona behavior, and fallback routing.

active

Voice Provider Path

AI Voice is an additive branch inside Voice, layered on top of Twilio IVR instead of replacing the current telephony provider.

ChannelsVoiceAI Voice

AI Voice Runtime

PersonaPlex remains the default path. OpenAI Realtime and ElevenLabs are additive engines routed through the same runtime.

Runtime status

AI Voice is not configured yet.

loadingPersonaPlex Active

Selected provider

personaplex

Effective provider

personaplex

OpenAI

Pending

ElevenLabs

Optional

Runtime / Routing

Voice Engine

Enable AI Voice

Persists per tenant and enables the AI voice branch used by routing and runtime.

Route digit 4 to AI

Controls IVR routing state. When disabled, the AI branch is not reachable from the route digit.

Allow barge-in

Mapped into realtime session config and interruption handling in the voice runtime manager.

Enable tool calling

Persists and affects whether runtime validation/runtime config advertises tool use.

OpenAI API keyRealtime modelStream endpointFallback agent numberGreeting textFallback message

Selected provider and effective provider are aligned.

PersonaPlex / Persona

Persona namePersona roleAllowed languagesMemory modePersona toneSpeaking stylePersona objectivePersona instructionsGuardrailsEscalation rulesBusiness contextKnowledge scope

Actions / Test Call

Test call destination

Prompt Test Lab

PromptProvider override

Use current unsaved form

When enabled, the Prompt Test Lab uses the current form values instead of only the last saved configuration.

Run a prompt here to preview what the AI Voice runtime would answer before placing a live call.

Planned / Disabled

Capture lead

Persisted legacy persona option. Not yet enforced by the realtime tool execution path.

Appointment booking

Persisted legacy persona option. Booking workflow is not wired into the current runtime.

FAQ retrieval

Persisted legacy persona option. Not currently switching runtime retrieval behavior.

Transfer to human

Persisted legacy persona option. Transfer policy is still handled by fallback routing, not this toggle.

Send SMS follow-up

Persisted legacy persona option. Follow-up automation is not invoked by the current voice runtime.

Create CRM note

Persisted legacy persona option. CRM note creation is not yet wired into runtime tool calls.

No PII in logs

Persisted legacy policy flag. Current runtime logging does not enforce this end-to-end yet.

Redact transcripts

Persisted legacy policy flag. Transcript redaction is not yet enforced by the realtime pipeline.

Disabled controls are intentionally visible as roadmap/legacy fields only. They are not presented as active until they are fully wired through persistence and runtime behavior.

Observability

Current session

idle

Last AI response

No AI response yet

Final summary

No summary yet

Escalation reason

None

No AI Voice runtime events yet.

Advanced

Unified runtime JSON

Advanced mode is optional. PersonaPlex remains editable through the restored UI above.