Every voice AI agent your customers run creates questions. Why did it send that caller to voicemail? How do I change what it says after hours? Where do I publish? Today those questions land on your help desk.
Ask Your Agent answers them inside the portal. It is a chat built into the NetSapiens plugin that knows your customer's calls, conversations and settings. It explains how the product works, and it rewrites the agent's instructions and playbooks as drafts. Your customer reads the change and publishes it when they are happy.
Last reviewed: November 5, 2026.
What is Ask Your Agent?
It is an AI helper for the business, not for its callers. It never answers phone calls. It works on the workspace: the agents, the calls, the inbox and the settings.
It carries your brand. If you named the agent "Greer", your customers see Ask Greer in their portal.
There are two ways in:
- From the sidebar. A workspace-wide chat, for questions about every agent and every call.
- From an agent's settings. An Ask tab that opens the chat with that agent already in context.
The chat stays open in a floating window while you move between pages, and it can expand to full screen. Earlier chats are kept, searchable, and a new chat is one click away.
What can I ask it about calls and conversations?
Anything that happened on the line. It reads the workspace's real data and says so when something isn't there. It never invents a call or a number.
- One call. "Why did the 3:10 pm caller end up in voicemail?" It opens the call and its analysis and explains what happened.
- One conversation. A conversation is a thread with one contact: calls, texts and notes together. "What has this customer asked us this month?"
- Recent calls. "Show me the latest calls."
- The numbers. "How many calls did we handle last week?" It reads the workspace's call numbers by day, week or month, for one agent or all of them.
It knows where you are. Opened from a call or a conversation, it shows a small chip with what it is looking at, so "what went wrong here?" just works. Remove the chip for a general question.
Can it change the agent?
Yes, and it never publishes. That is the point.
- Instructions. "After 6 pm, send emergency calls to the on-call queue and take a message for everything else." It reads the current instructions, writes the complete new version and saves it as a draft.
- Scenarios. "Write a playbook for booking a new patient." It builds a scenario using only the actions, knowledge bases and connected tools the agent really has. It never makes up a phone number, a tool or a document.
- House style. Before it writes instructions, a scenario, a transfer rule, a greeting or hours, it reads our playbooks for that kind of change, so its drafts follow what works on real calls: rules that make sense out loud, a stated time zone and hours, and a clear plan for after hours.
When it saves, the chat says the draft was updated. Nothing reaches callers until someone reviews the change and publishes it. If the change is wrong, the last 10 published versions can still be restored in one click.
Can it explain how the product works?
Yes. "How do I publish?" or "What does the Attention required queue show?" It searches the product's help articles and answers from them.
If the help doesn't cover the question, it says so plainly and passes the question on to us, so the gap gets filled.
What won't it do?
It is careful by design:
- It doesn't answer or transfer phone calls, and it doesn't send texts.
- It doesn't publish. People publish.
- It doesn't touch billing.
- It treats call transcripts as information, never as instructions. A caller can't talk it into doing something.
- It only suggests changes your customer can make: instructions, greetings, hours, knowledge, tools and how their team handles calls.
Why does it matter to a provider?
Because the cost of a voice AI agent isn't the minutes. It's the tickets.
- Fewer "how do I" tickets. Product questions get answered in the portal, from the product's own help.
- Fewer "the AI got it wrong" tickets. Your customer can open the call, ask why, and get a draft fix in the same chat.
- Faster first weeks. New customers get a working first draft of their instructions and playbooks instead of a blank page. See how a voice AI agent works on NetSapiens for the setup it builds on.
- Better agents over time. Small fixes happen when they are noticed, not when someone gets around to a ticket. For a regular review routine, see how to QA a voice AI agent.
Want to see it in a portal with your brand on it? Book a demo.
FAQ
Does Ask Your Agent answer phone calls?
No. It helps the business with its workspace: calls, conversations, settings and the agent's instructions. The voice AI agent answers the phone.
Can it change what callers hear without anyone checking?
No. Every change it makes is saved as a draft. Nothing goes live until someone publishes it, and the last 10 published versions can be restored.
What is it called in my customers' portals?
"Ask" followed by the name you gave your agent. If your agent is called Greer, the helper is Ask Greer.
Can it see a specific call?
Yes. Opened from a call or a conversation, it starts with that call in context, and it can open any call in the workspace by asking.
What happens when it doesn't know the answer?
It says so. It doesn't guess about calls or settings, and when the product help doesn't cover a question, it tells you and passes the question on to us.
