Kynect Digital - Voice Agent Onboarding SOP
Voice Agent Onboarding SOP

AI Voice Agent Development & Integration Workflow

This document outlines the standard operating procedure for developing custom AI voice agents, integrating with CallFluent.ai, cloning client voices using 11Labs, and integrating with the Kynect Digital CRM automation platform.

1
Discovery & Strategy

Understand client's sales process and develop consultative script methodology

2
Voice Cloning & Script Development

Record client's voice and create psychology-based conversational scripts

3
CallFluent Configuration

Build and configure the voice agent with cloned voice and scripts

4
Kynect Digital Integration & Testing

Integrate voice agent with client's Kynect Digital CRM and conduct thorough testing

Phase 1: Client Discovery & Sales Psychology Analysis

1.1 Initial Client Consultation

Schedule a comprehensive discovery call to understand:

  • Current lead generation and qualification process
  • Typical customer objections and pain points
  • Client's natural conversation style and terminology
  • Key performance metrics and goals
  • Integration requirements with existing systems

1.2 Sales Process Mapping

Document the client's existing sales methodology:

  1. How do leads currently contact the business?
  2. What questions do prospects typically ask?
  3. What are the most common objections?
  4. What triggers prospects to schedule appointments?
  5. What language resonates best with their target market?
Key Principle: We don't overcome objections - we eliminate them before they arise by using consultative psychology and early closing techniques.

1.3 Develop Consultative Script Strategy

Create a psychology-based approach that:

  • Uses discovery questions to understand caller motivations
  • Employs "Feel, Felt, Found" methodology for connection
  • Implements early closing when defenses are down
  • Positions consultations as valuable and risk-free
  • Works WITH the subconscious mind instead of against it

Phase 2: Voice Cloning & Script Development

2.1 Voice Recording Session

Schedule a 20-30 minute recording session with the client:

Recording Requirements:

  • Environment: Quiet room with minimal echo
  • Equipment: Good quality microphone (USB or professional)
  • Format: WAV or high-quality MP3 (minimum 44.1kHz, 16-bit)
  • Duration: 10-15 minutes of clear speech minimum

Recording Script for Voice Cloning:

Recording Script
Hello, and thank you for calling [Business Name]. I'm [Name], and I'm here to help. I'd love to understand what prompted your call today. What's going on in your situation that made you think about [service type]? Let me make sure I understand what you're telling me. You're concerned about [pause] and that's exactly why you called today, is that right? You know what, I completely understand how you feel about that concern. In fact, many of the families we work with have felt exactly the same way when they first called us. They were worried about the same things and weren't sure what to do about it. What we've found is that once families get the right plan in place, that worry and uncertainty just disappears. They tell us all the time that they wish they had done it sooner because the peace of mind is incredible. Let me ask you this - if I could show you a way to address those exact concerns and it fits within your budget, is there any reason we couldn't schedule an in-person consultation with one of our specialists? The consultation is completely complimentary because we want to make sure we're a good fit for each other before anyone makes any commitments. You'll get valuable information even if you decide not to move forward. Perfect! I'm so glad we can help you get this handled. Would you prefer morning or afternoon? And do weekdays or weekends work better for you? Excellent, so I have you down for [day and time]. I'm really excited for you to meet with our team. Based on what you've told me today, I think you're going to feel so much better about your situation after this meeting.

2.2 11Labs Voice Cloning Process

  1. Upload Recording: Access 11Labs platform and upload the client's voice recording
  2. Voice Training: Allow 11Labs to process and train the voice model (typically 5-10 minutes)
  3. Quality Testing: Generate test samples with various scripts to ensure quality
  4. Voice Refinement: Adjust settings if needed for optimal naturalness
  5. Export Configuration: Save voice settings for CallFluent integration
Important: Always obtain explicit written consent from the client before cloning their voice. Include voice cloning terms in your service agreement.

2.3 Conversational Script Development

Create comprehensive scripts based on the client's specific industry and methodology:

Discovery Questions

Industry-specific questions that uncover pain points and motivations

Feel-Felt-Found Responses

Empathy-building responses that create connection and trust

Early Close Techniques

Psychology-based closing when prospect defenses are down

Objection Prevention

Consultative responses that eliminate objections before they arise

Phase 3: CallFluent.ai Configuration

3.1 Agent Setup

Configure the voice agent in CallFluent.ai platform:

Agent Name

Use client's actual name or designated representative name

Voice Selection

Upload the 11Labs cloned voice or select appropriate alternative

Phone Number

Configure Twilio or client's preferred phone system integration

Timezone

Set appropriate timezone for client's business location

3.2 Behavior Configuration

Agent Type & Tone Settings:

CallFluent Configuration
Agent Type: Sales Representative Tone: Professional Goal: Schedule qualified prospects for consultations by understanding their concerns and positioning our consultation as the logical next step. Background: You are [Name], representing [Business Name], a [credentials/experience] serving [target market] since [year]. You specialize in helping [target audience] with [primary service] through consultative, pressure-free approach.

Detailed Instructions:

Agent Instructions
Follow this consultative approach - NEVER try to overcome objections: 1. DISCOVERY: Ask "What prompted your call today?" and listen actively 2. PARAPHRASE: Repeat back their concerns to show understanding 3. CONNECT: Use "I understand how you FEEL... many have FELT the same... what we've FOUND is..." 4. EARLY CLOSE: "IF I could show you a way to [their exact concern] and it fits your budget, is there any reason we couldn't schedule a consultation?" 5. POSITION VALUE: Present consultation as valuable and risk-free 6. SCHEDULE: Get specific day/time commitment Key Principles: - Work WITH human psychology, not against it - Close when defenses are down, not up - Use their exact words when paraphrasing - Position as consultant, not salesperson - Make scheduling feel natural and logical - Focus on [outcome], not [technical details]

3.3 Advanced Settings Optimization

Setting Recommended Value Purpose
Answer Creativity 6-7 Conversational but focused responses
Context Max Tokens 250 Sufficient conversation memory
Speech Stop Sensitivity Medium Let prospects finish their thoughts
Answer Length 25-30 words Concise, natural responses
Silence Message Delay 10 seconds Give time to process information
Welcome Message Delay 2 seconds Allow caller to settle in

3.4 Script Integration

Enable the script feature and input the complete conversational framework:

  1. Turn ON the Script toggle in CallFluent
  2. Paste the comprehensive script framework
  3. Include industry-specific responses and terminology
  4. Add fallback responses for edge cases

Phase 4: Kynect Digital CRM Integration

4.1 Kynect Digital Account Setup

If client doesn't have existing Kynect Digital account:

  1. Create sub-account in your agency Kynect Digital dashboard
  2. Configure basic settings and branding
  3. Set up client's domain and email authentication
  4. Import existing contacts if applicable

4.2 Lead Capture Integration

Configure CallFluent to send appointment data to Kynect Digital:

Webhook Configuration:

Kynect Digital Webhook Setup
1. In Kynect Digital, go to Settings > Integrations > Webhooks 2. Create new webhook for "Contact Created" or "Opportunity Created" 3. Copy webhook URL 4. In CallFluent, configure webhook endpoint for successful appointments 5. Map fields: Name, Phone, Email, Appointment Date/Time, Notes 6. Test webhook with sample data

4.3 Automation Workflows

Set up automated follow-up sequences in Kynect Digital:

  • Appointment Confirmation: SMS/Email confirmation sent immediately
  • Appointment Reminder: 24-hour and 2-hour reminders
  • No-Show Follow-up: Automated rescheduling sequence
  • Post-Consultation: Thank you message and next steps

4.4 Calendar Integration

Connect client's calendar system:

  1. Set up calendar in Kynect Digital (Google Calendar, Outlook, etc.)
  2. Configure availability windows
  3. Set buffer times between appointments
  4. Enable automatic calendar booking from voice agent
Pro Tip: Use Kynect Digital's calendar widget embedded in client's website for seamless appointment booking across all channels.

Phase 5: Testing & Quality Assurance

5.1 Voice Quality Testing

Comprehensive testing of the voice agent:

  • Voice Naturalness: Does the cloned voice sound natural and authentic?
  • Response Accuracy: Does the agent follow the consultative methodology?
  • Conversation Flow: Are transitions smooth and logical?
  • Edge Cases: How does the agent handle unusual questions or hostile callers?

5.2 Integration Testing

Test all system integrations:

  1. Place test calls and verify conversation quality
  2. Confirm appointment data flows to GHL correctly
  3. Test calendar booking functionality
  4. Verify automated follow-up sequences trigger
  5. Check all webhook integrations work properly

5.3 Performance Benchmarking

Establish baseline metrics:

Metric Target Range Measurement Method
Appointment Setting Rate 15-35% Appointments scheduled / total calls
Average Call Duration 3-8 minutes Call log analysis
Call Completion Rate 85%+ Completed calls / answered calls
Appointment Show Rate 60-80% Attended appointments / scheduled

Phase 6: Client Training & Handover

6.1 Client Training Session

Conduct comprehensive training covering:

  • How the voice agent works and its capabilities
  • Accessing call recordings and analytics
  • Managing the GHL dashboard and leads
  • Understanding the consultative sales methodology
  • Best practices for appointment follow-up

6.2 Documentation Handover

Provide client with complete documentation:

  • Voice agent configuration details
  • Script framework and methodology explanation
  • GHL integration guide
  • Performance metrics and optimization tips
  • Troubleshooting guide and support contacts

6.3 Ongoing Optimization Plan

Establish continuous improvement process:

  1. Week 1-2: Daily monitoring and quick adjustments
  2. Week 3-4: Weekly performance reviews and script refinements
  3. Month 2+: Monthly optimization sessions based on data analysis

Voice Agent Onboarding Checklist

Troubleshooting Common Issues

Voice Quality Problems

If the cloned voice doesn't sound natural:

  • Check recording quality - ensure minimal background noise
  • Verify sufficient voice samples (minimum 10 minutes of clear speech)
  • Re-record with consistent tone and pacing
  • Adjust 11Labs voice settings for stability vs. similarity
  • Test with different emotional tones and speaking speeds

Conversation Flow Issues

If the agent doesn't follow the consultative methodology:

  • Review and refine the instruction prompts in CallFluent
  • Ensure scripts include specific example responses
  • Adjust creativity settings (lower for more script adherence)
  • Add more specific context about the client's industry
  • Include more examples of the "feel, felt, found" technique

Integration Failures

If Kynect Digital integration isn't working properly:

  • Verify webhook URLs are correctly configured
  • Check API credentials and permissions
  • Test webhook endpoints with sample data
  • Review Kynect Digital automation trigger conditions
  • Ensure field mapping matches between systems

Low Appointment Setting Rates

If conversion rates are below target:

  • Review call recordings to identify conversation patterns
  • Refine discovery questions to better uncover pain points
  • Strengthen the "feel, felt, found" connection building
  • Adjust timing of the early close technique
  • Enhance value positioning of the consultation
Diagnostic Commands
# Test webhook connectivity curl -X POST [KYNECT_DIGITAL_WEBHOOK_URL] \ -H "Content-Type: application/json" \ -d '{"test": "data", "name": "Test Contact", "phone": "555-0123"}' # Verify CallFluent API integration curl -X GET https://api.callfluent.ai/agents/[AGENT_ID]/status \ -H "Authorization: Bearer [API_KEY]" # Check 11Labs voice clone status curl -X GET https://api.elevenlabs.io/v1/voices/[VOICE_ID] \ -H "xi-api-key: [11LABS_API_KEY]"

Performance Optimization Strategies

A/B Testing Framework

Continuously improve performance through systematic testing:

Welcome Message Variations:

  • Version A: Direct business introduction
  • Version B: Question-focused opening
  • Version C: Benefit-focused introduction

Discovery Question Testing:

  • Open-ended: "What prompted your call today?"
  • Specific: "What's your biggest concern about [specific issue]?"
  • Problem-focused: "What situation are you hoping to resolve?"

Data-Driven Improvements

Use analytics to guide optimization decisions:

Metric Analysis Method Optimization Action
Call Drop Rate Track when callers hang up during conversation Refine opening or reduce response length
Objection Frequency Identify most common objections raised Strengthen objection prevention in script
Appointment No-Shows Compare scheduling success vs. actual attendance Improve qualification or follow-up process
Call Duration vs. Success Correlate call length with appointment setting Optimize conversation pacing and close timing

Advanced Script Refinements

Enhance scripts based on real-world performance:

Advanced Script Techniques
# Pattern Interrupt for Skeptical Callers "I know what you're thinking - another sales call, right? Actually, I'm curious about something specific..." # Social Proof Integration "You know, just yesterday I spoke with someone in a very similar situation, and they said..." # Scarcity Without Pressure "I want to mention that we typically book about 2-3 weeks out, so if this is important to you..." # Permission-Based Closing "Would it be okay if I asked you a direct question about your situation?" # Assumptive Scheduling "When we get you scheduled, would morning or afternoon work better for you?"

Scaling & White-Label Considerations

Template Development

Create industry-specific templates for faster deployment:

  • Estate Planning: Trust-building and legacy protection focus
  • Solar/Energy: Savings and environmental benefits emphasis
  • Real Estate: Market expertise and investment focus
  • Financial Services: Security and growth-oriented approach
  • Healthcare: Care quality and outcome-focused messaging

Certification Program

Develop team training for consistent delivery:

  1. Psychology Fundamentals: Understanding human decision-making
  2. Consultative Sales Training: Feel, felt, found methodology
  3. Technical Implementation: CallFluent and 11Labs mastery
  4. Kynect Digital Integration: Advanced automation and workflow setup
  5. Performance Optimization: Data analysis and improvement techniques

Quality Assurance Standards

Establish consistent quality across all client implementations:

  • Voice quality standards and testing protocols
  • Script framework requirements and customization guidelines
  • Integration testing checklists and validation procedures
  • Performance benchmarks and optimization schedules
  • Client training requirements and documentation standards

ROI Tracking & Client Success Metrics

Key Performance Indicators

Track these metrics to demonstrate client ROI:

Lead Response Time

Average time from call to response (Target: <30 seconds)

Qualification Rate

Percentage of callers that are qualified prospects

Appointment Setting Rate

Appointments scheduled per qualified call

Show Rate

Percentage of scheduled appointments that attend

Conversion to Sale

Percentage of appointments that become customers

Cost Per Acquisition

Total system cost divided by new customers acquired

Monthly Reporting Template

Provide clients with comprehensive performance reports:

  1. Executive Summary: Key metrics and ROI calculation
  2. Call Volume Analysis: Total calls, peak times, source tracking
  3. Conversion Funnel: Step-by-step conversion rates
  4. Quality Metrics: Average call duration, satisfaction scores
  5. Optimization Recommendations: Data-driven improvement suggestions

Version History & Updates

Version Date Changes
v1.0.0 2025-06-20 Initial SOP document with consultative sales methodology
v1.1.0 TBD Performance optimization updates based on client feedback
Living Document: This SOP should be updated regularly based on client feedback, performance data, and platform updates. Schedule quarterly reviews to incorporate new best practices and methodologies.

© 2025 Kynect Digital - Voice Agent Onboarding SOP v1.0.0 - 2025-06-20