If you would like to utilize an AI Voice Bot with your Genius Phone Numbers or Contact Center, you have a few options of different AI Bot integrations available within Genius.

Retell AI is a leading provider in the AI Voice Bot space and provides a one-stop shop for your AI Voice Bot needs.

For a Retell AI Bot, you will need:

• At least 1 AVOXI phone number
• A Retell AI account
• A Retell AI Bot set up

Setting up a Retell AI Bot via the AI Marketplace

1. Create an Account within Retell.ai 
2. First - go to the Agents page and create a new Voice Agent. 
   1. Choose Single Prompt for a simple Agent to start.
   2. Choose a Blank Agent or a template
   3. Make sure to give the AI Bot a name - you'll need to reference this from Genius later 
3. Next, generate an API Key in Retell
   1. Once logged into Retell, go to Settings → API Keys
   2. On the API Keys page, click the + Add Key button in the top-right and give your new API Key a name - something like Genius Retell Key to make sure you understand where you're using the API Key
   3. For testing purposes, it may also help to give the AI Bot a basic set of instructions. You can always go back later and update the Agent's instructions.

4. Login to https://genius.avoxi.com
5. Go to the AI tab in the left sidebar, and click on Connect

6. Enter your Retell API Key here
7. Once the connection to Retell has been established, navigate to the SIP Endpoints tab

8. If you want to be able to make warm transfers to destinations within Genius, click +Add on the Warm Transfers section
   1. Enter a SIP Trunk name, for example retelltrunk
   2. Enter a SIP Trunk domain, for example retelltrunk
   3. Enter a username and password in case Authentication is needed. You will be able to retrieve this information from this tab later if needed.
   4. Click Save

9. Next, set up an AI Bot by clicking the +Add button in the AI Bots section. This is how you connect to your Retell bots.
   1. Select the Bot from Retell in the dropdown
   2. For Retell, you can leave Authentication set to Off
   3. Choose your preferred protocol, leaving the default UDP is fine
   4. Turn on Warm Transfer Support if you had previously set up a SIP Trunk for Warm Transfers

10. Once you have at least one AI Bot setup in Genius, you can set up a Flow to route to this new AI Bot. First go to Flow Builder.
    1. Either Create a new Flow or go to an existing Flow you want to be able to route to an AI Bot.  
    2. Change the end node of your Flow to be the AI Bot node and select one of the Agents you have set up
    3. Publish your Flow

11. For the final step, we need a number to route to this new AI Bot Flow.  Go to one of your Numbers and change your forwarding rule to use this new Flow.
    1. You now are routing calls for this Number into Retell AI and your configured AI Bot.  Make a test call to that number to ensure the call reaches the AI Bot and everything works the way you expect.

1. [Optional] Configure Retell Agent to forward calls to Teams/Flows/Extensions in Genius
   1. If you would like your Retell Agent to be able to escalate to destinations in Genius (e.g. Teams, Agents, or Flows), follow the below instructions. Start by logging into Retell and navigating to the AI Bot you set up in the above steps.
2. From your AI Bot in Retell, expand the Functions section on the right and edit the transfer_call_cold function (or create one if it does not yet exist)
   1. Notice in the Agent's instructions we've told it to use the transfer_call_cold function and the avoxi_transfer_context function - this is what tells the AI Bot to transfer the call back into Genius.  When we update the transfer_call_cold function we'll tell it how to route the call appropriately.

1. With the transfer_call_cold function - you need to tell the Retell Bot to transfer this to specific SIP extensions in Genius.  
   1. If you always transfer to a single destination, you can choose a Static Destination here
   2. Most likely though, you want to be able to transfer to many locations.  Change the “Transfer to” setting to Dynamic Routing
   3. Provide instructions in the Dynamic Routing prompt informing the AI Bot on how to route the call. 
   4. IMPORTANT - Make sure your SIP Transfer Method is SIP REFER and to not include a + sign in the formatting of the number if transferring to a Genius extension.
   5. Here is an example - you can use this but make sure to replace the 22981retelltrunk section with the setup instructions you can see on the SIP Endpoints page in the AI Marketplace. Also replace the Team/Agent/Flow extensions with ones in your own system to make sure the AI Bot knows how to route to the correct destination.

Here are a list of possible routing destinations in Genius and their extensions:
Team A - 12345
Team B - 23456
Agent A - 34567
Agent B - 45678

Here's the pattern to follow when transferring to a destination:
sip:[extension number]@22981retelltrunk:5060
Here's an example transferring to Team A:
sip:12345@22981retelltrunk:5060

1. You should now have a Retell AI Bot which can transfer back to destinations within Genius, give it a shot and ask you to transfer it to an extension.
   1. Note: Warm transfers in Retell are not officially supported at this time. Please use Cold Transfers in Retell for now.