Video tutorial: how to configure Phone Call Agents in Scoreapps
AI Phone Agents let an AI answer real phone calls, respond to common questions, collect customer information and, when configured, help manage bookings. The recommended Scoreapps setup uses ElevenLabs Conversational AI, with the phone number connected inside the agent ElevenLabs workspace.
Before you start
An ElevenLabs account with Conversational AI access.
An ElevenLabs API key. In Scoreapps, the key is saved per agent; do not share it publicly or paste it into documents.
Enough ElevenLabs minutes or credits for test calls and real calls.
A voice selected from the ElevenLabs account linked to that API key.
If the agent will receive real phone calls, a number that can be imported or connected in ElevenLabs. The usual premium route is Twilio via ElevenLabs.
Clear instructions: agent goal, tone, allowed questions, data to collect, limits and call closing rules.
1. Create or open the agent
Go to Artificial Intelligence > Phone Call Agents.
Click Add New Agent or open an existing agent.
In Configure, fill in the agent title, welcome message, instructions, language and max call duration.
2. Configure ElevenLabs and voice
Paste the target account key into ElevenLabs API Key. If the agent already has a saved key, leave the field blank to keep it.
Click Load voices to load the voices available in that ElevenLabs account.
Choose the Voice that fits the business. Use preview when available.
Save or continue so Scoreapps can create or sync the ElevenLabs agent and keep its ElevenLabs Agent ID.
3. Train the agent
Training is optional, but strongly recommended when the agent needs business-specific answers.
URL: add business web pages.
PDF: upload support documents, menus, price lists or processes.
Text: paste manual instructions or business information.
After adding sources, train or save the agent so the knowledge base is synchronized with ElevenLabs.
4. Connect phone numbers
Phone Numbers & Usage shows whether the agent has an active number, the connection type and the ElevenLabs phone number ID.
Make sure the agent has an ElevenLabs API key. Without it, Scoreapps blocks connecting a number to ElevenLabs.
Use Import From to import a number from Twilio, SIP Trunk or Exotel into the ElevenLabs workspace.
For Twilio, enter the phone number in international format, Account SID and Auth Token. ElevenLabs routes the call to the agent and Scoreapps stores the number-agent link.
Check that Phone number connected appears and that the connection type is Twilio via ElevenLabs when using the premium route.
5. Enable Booking Assistant
Booking Assistant is optional. Enable it only when the agent must check availability, create, cancel or reschedule bookings.
You can use Cal.com, Calendly or Google Calendar depending on the provider available in your account.
Configure provider, event type or calendar, duration, timezone and required credentials.
Do not tell the agent to promise bookings until the provider is connected and tested.
6. Test and review calls
Use the web simulator for ElevenLabs agents to check greeting, voice and instructions before real traffic.
Make an internal call to the connected number.
Open Call History to review completed, missed or failed calls, transcript, duration, latency and whether the agent followed the instructions.
Common issues
Voices do not load: the ElevenLabs API key is invalid, lacks access or the account returns no voices.
Number cannot be connected: the agent is missing its ElevenLabs API key or ElevenLabs rejected the number import.
The agent answers with too little context: training is missing or instructions are too generic.
The agent promises bookings but does not create them: Booking Assistant is not fully configured or its tools have not been tested.
Final recommendation
Before using a phone agent with real customers, run a full test: ElevenLabs API key, loaded voice, basic training, connected number, internal call and reviewed history. If anything is missing from history or voices do not load, fix that part before enabling real call handling.
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