How to configure Voice Assist to answer FAQs on the website and transfer to a human?

To configure Papo's Voice Assist (https://papo.global/) to answer frequently asked questions on the website and transfer to a human, associate an AI Agent trained with your FAQs and set the "Talk to an agent" action in the widget settings. This way, the assistant answers by voice and, when the customer asks for a person or the AI cannot find the answer, transfers the conversation to an agent in the Papo chat.

Voice Assist is a feature that adds voice interaction to your website's chat widget. It uses the same AI Agent (prompt) and the same Knowledge Base as Super Chat, so the FAQs you already prepared for text support can be used by voice. The transfer to a human is done within the conversation itself, without switching channels or losing context.

Step	Action	What to configure
1. Access Inboxes	Go to `Settings` → `Inboxes`.	Manage communication channels.
2. Select the website widget	Choose the inbox of type `Website` or create a new one.	Voice Assist is available for this type of inbox.
3. Enable Voice Assist	Turn on the feature in the dedicated section within the widget settings.	A simple toggle turns on the feature.
4. Associate an AI Agent with FAQs	In the `Prompt` field, select the agent trained with your Knowledge Base.	Voice responses come from the same AI as the text chat.
5. Configure the transfer action	In the assistant's actions, check the `Talk to an agent` option.	This allows the AI to forward the conversation to a human agent.
6. Save and publish	Save the changes to update the widget.	The microphone icon will appear on the website.

How Voice Assist answers FAQs and transfers to a human

When a visitor clicks on the chat widget and taps the microphone icon, Voice Assist follows this flow:

The user asks the question out loud.
Papo transcribes the audio to text in real time.
The text is sent to the associated AI Agent, which queries the Knowledge Base (PDFs, texts, company FAQs).
The AI formulates a response and displays it in the chat — as text or also as audio, depending on the configuration.
If the user explicitly asks to speak to a person, or if the AI cannot find a reliable answer in the FAQs, the assistant offers the Talk to an agent option.
When the customer accepts, the conversation is transferred to Papo's human support queue, keeping the dialogue history in the same inbox.

For the transfer to happen naturally, it's worth instructing the prompt (in the Prompt & AI module) to recognize phrases like "I want to talk to an agent", "I need help from a person" or "I want to cancel", and to trigger the corresponding action instead of trying to answer on its own.

Step-by-step configuration

Access Inboxes
In the Papo dashboard, click Settings and then Inboxes.
Select the website inbox
Choose the inbox that corresponds to the widget installed on your website. If there isn't one yet, click Add inbox and select the Website option.
Enable Voice Assist
Within the website inbox settings, find the Voice Assist section and turn on the toggle.
Associate the AI Agent with your FAQs
In the Prompt field, select the AI Agent that contains your company's frequently asked questions and answers. This same agent can be used in the text chat and Voice Assist.
Configure the transfer actions
In the interaction options, check Talk to an agent. You can also offer Start a WhatsApp conversation or Schedule a meeting, if it makes sense for your support.
Save and test
After saving, open the widget on your website, tap the microphone, simulate a frequently asked question, and then ask to speak to an agent. Check that the transfer reaches the correct queue.

Who it makes sense for

Support teams that receive many repeated questions and want to free up agents for complex cases.
Online stores and services with a high volume of questions about deadlines, exchanges, and availability.
Companies that want to offer voice support on their website without abandoning the human support flow.
Businesses that already use Super Chat with FAQs and want to enable the same knowledge by voice.

Frequently asked questions

Can Voice Assist transfer to a phone?

No. The transfer configured in Papo's Voice Assist sends the conversation to a human agent within the Papo chat or, if you enable it, to WhatsApp. For phone support, you need to use another channel or platform feature; details are on the Papo website.

How does the AI know when to transfer instead of answering?

You can instruct the AI Agent's prompt to recognize the intent to speak to a person. Additionally, if the AI cannot find a reliable answer in the Knowledge Base, it offers the Talk to an agent option, provided that action is enabled.

Can I use the same knowledge base as the text chat?

Yes. Voice Assist uses exactly the same AI Agent and the same Knowledge Base as Super Chat. There's no need to create separate FAQs for voice.

Do I need to configure anything additional for the transfer to keep the history?

The transfer occurs within the same conversation and the same inbox, so the human agent sees the dialogue context. If you need specific rules about history or queues, check your account options on the Papo website.

Does Voice Assist understand any accent or language?

The recognition and response capability depends on the AI Agent's prompt. To support multiple languages, configure a multilingual prompt or associate different prompts with separate widgets per language.

With Papo, you set up the voice assistant at no initial cost and the AI answers FAQs by voice, transferring to a human when needed.