Product documentation

Build and manage AI voice agents in Heavano.

Use the Heavano app to create agents, add voices and knowledge, connect phone numbers, run tests, review conversations, and manage credits. No API key is required.

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Dashboard-first setup

Heavano is configured from app.heavano.com. These docs focus on the product workflow rather than developer API credentials.

01

Getting started

Everything in Heavano is managed from the web app. You do not need an API key to create agents, test them, connect numbers, or review calls.

Open the Heavano app

Go to app.heavano.com and sign in to your workspace. The app is where you create agents, manage voices, upload knowledge, connect phone numbers, and review performance.

  1. 1Open app.heavano.com.
  2. 2Sign in with your Heavano account.
  3. 3Choose your workspace if you belong to more than one team.
  4. 4Use the left navigation to move between Agents, Knowledge Base, Phone Numbers, Conversations, Analytics, Credits, and Settings.

Create your first agent

Agents are the voice AI workers that answer calls, qualify leads, book meetings, support customers, and follow your business rules.

  1. 1In the app, open Agents.
  2. 2Select New agent.
  3. 3Name the agent and choose its primary role.
  4. 4Write the first message callers should hear.
  5. 5Add clear instructions for tone, goals, boundaries, and when to hand off.
  6. 6Save the agent, then use Preview to test it before connecting a live number.
Note: Start narrow. A focused booking, support, or qualification agent is easier to test than one agent trying to handle every workflow on day one.

Start from a template

Templates give you a working starting point for common use cases such as appointment booking, customer support, sales qualification, billing help, multilingual concierge, and technical support.

  1. 1Open Agents, then Templates.
  2. 2Choose the closest template to your use case.
  3. 3Select Use template.
  4. 4Edit the instructions, voice, language, and knowledge before publishing.
02

Agent setup

Each agent has its own instructions, voice, language behavior, knowledge, safety limits, and testing history.

Instructions and call flow

Use the Agent tab to define what the agent should do, how it should speak, what information it should collect, and which situations require a human handoff.

  1. 1Set the system instructions for the agent role.
  2. 2Add the first message and optional closing message.
  3. 3Decide whether the first message can be interrupted.
  4. 4Set the timezone used for bookings and time-sensitive answers.
  5. 5Include escalation rules for refunds, complaints, medical emergencies, legal issues, or low-confidence answers.

Voices

Choose the default voice your agent uses, add alternative voices, and preview how the agent sounds before a caller hears it.

  1. 1Open the agent, then select Voices.
  2. 2Choose a default voice from the library.
  3. 3Preview the voice with sample text.
  4. 4Add extra voices if you want the agent to rotate between approved options.
  5. 5Save the voice settings and test the agent in Preview.

Languages

Set a default language and add supported languages for multilingual calls. Heavano can detect the caller language and respond naturally.

  1. 1Open the agent, then select Languages.
  2. 2Choose the default language.
  3. 3Add any additional languages the agent should support.
  4. 4Test common customer questions in each language before going live.

Knowledge base

Upload the information your agents should use during calls: FAQs, policies, product details, service menus, pricing notes, scripts, and internal guidance.

  1. 1Open Knowledge Base from the app navigation.
  2. 2Create folders to keep content organised.
  3. 3Upload files or add text entries.
  4. 4Wait for items to finish processing.
  5. 5Open the agent Knowledge tab and attach the relevant items.
  6. 6Ask test questions that should be answered from the uploaded material.
Note: Keep knowledge source material direct and current. If two documents disagree, the agent may need a clearer source of truth.

Advanced settings

Advanced settings control call limits, retention, privacy, conversational timing, maximum duration, and other production guardrails.

  1. 1Open the agent Advanced or Security tabs.
  2. 2Set daily and concurrent call limits.
  3. 3Choose whether audio recordings are stored.
  4. 4Set transcript and data retention preferences.
  5. 5Adjust silence timeouts and maximum call duration.
  6. 6Save changes and rerun tests after changing production limits.
03

Go live

Preview the agent, connect a phone number, then monitor real conversations and test results from the same workspace.

Preview calls

Preview lets you talk to an agent live from your browser before any real caller reaches it.

  1. 1Open the agent.
  2. 2Select Preview.
  3. 3Allow microphone access when the browser asks.
  4. 4Speak to the agent as a real customer would.
  5. 5Update instructions, knowledge, voice, or language settings based on the result.

Phone numbers

Assign a phone number when the agent is ready for live calls. You can import numbers from supported providers or manage numbers inside the app.

  1. 1Open Phone Numbers.
  2. 2Add or import the number you want to use.
  3. 3Open the target agent.
  4. 4Select Assign phone number.
  5. 5Choose the number and confirm.
  6. 6Place a real test call before routing customer traffic.
Note: Deleting or unassigning a number stops that number from reaching the agent, so check routing before making changes in production.

Conversations

Conversation history shows calls across your workspace and per agent, including transcripts, summaries, timing, client data, and recordings when enabled.

  1. 1Open Conversations for workspace-wide history.
  2. 2Filter or search for the call you need.
  3. 3Open a conversation to review transcript turns and call details.
  4. 4Use agent-level conversation history when you only want calls for one agent.

Tests

Tests help you check whether an agent follows instructions, answers expected questions, and handles important scenarios before callers do.

  1. 1Open the agent, then select Tests.
  2. 2Create a test case or start from a test template.
  3. 3Run one test or run the full suite.
  4. 4Review pass/fail results and update the agent where needed.
  5. 5Rerun tests after major instruction, knowledge, voice, or language changes.
04

Workspace

Workspace tools help you track performance, manage spend, keep account settings current, and get help from the Heavano team.

Analytics

Analytics shows call volume, minutes, spend, cost by agent, performance trends, and success-rate signals over time.

  1. 1Open Analytics.
  2. 2Choose the date range you want to inspect.
  3. 3Compare spend, calls, minutes, and average cost per call.
  4. 4Use the agent table to find agents that need tuning.

Credits and billing

Heavano uses credits for usage. The Credits page shows balance, top-ups, transaction history, usage, and referral rewards where available.

  1. 1Open Credits.
  2. 2Review your current balance.
  3. 3Choose a top-up amount when you need more credits.
  4. 4Complete checkout through the hosted payment page.
  5. 5Return to Heavano and confirm the balance has updated.

Settings

Settings contains profile, theme, workspace, referral, and account-level preferences.

  1. 1Open Settings.
  2. 2Update your profile details if needed.
  3. 3Check workspace information before inviting teammates or changing billing ownership.
  4. 4Use the referral area if your workspace has referral features enabled.

Support

If you need help with a setup, phone number, agent behaviour, billing, or a production rollout, contact the Heavano team from the website.

  1. 1Use the Contact page for demos, onboarding, and implementation questions.
  2. 2Include the workspace name, agent name, and call time when asking about a specific issue.
  3. 3For production launches, test the agent, number routing, knowledge, and escalation path before sending live traffic.

Ready to build your agent?

Open the Heavano app, create an agent, test it in Preview, then connect a number when it is ready for real callers.

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