If you're ready to let AI handle incoming gym calls, Gym Lead Machine's Voice AI Agent makes it easy. This guide walks you through creating your first Voice AI Agent, from initial setup through testing, ongoing management, and a full example prompt you can adapt for your gym.
NOTE: Voice AI Agents are available only with the Premium Feature upgrade in Gym Lead Machine.
What you can do with your Voice AI Agent
Answer inbound calls automatically with a custom AI voice and greeting
Collect caller information such as name, email, address, and the reason for their call
Answer caller questions using a connected Knowledge Base
Trigger workflows, send SMS messages, and update contact records based on the call
Transfer a caller to a team member when a call needs a human
Book appointments directly during the call
Test your agent with a phone call or a web call before it goes live
Review call summaries, transcripts, and recordings after each call
Step 1: Open Voice AI Agents and start a new agent
Go to the left-side navigation menu.
Click AI Agents. This section includes all your AI tools: Voice AI, Conversation AI, Content AI, and your Knowledge Base.
Click Voice AI, then click Create Agent.
Choose whether to start your agent from scratch or select a prebuilt agent template, then continue.
Step 2: Configure your agent's details
Agent Name: use a descriptive name based on the agent's role (for example, "Lead Intake Agent").
Business Name: enter your gym's name.
Voice: choose a voice. "Hope" is a popular option.
Timezone: select your gym's timezone.
Greeting Message: write what your AI will say when it answers a call.
Example: "Thank you for calling Kilo Fitness. My name is Hope, and I'm an AI assistant. How can I help you today?"
Click Voice Settings & Call Settings to fine-tune:
Noise cancellation mode
Background Sound (i.e. coffee shop, outdoors, or static noise)
Voice Speed: set to fast for quicker replies.
Voice Stability: Higher stability means more consistent speech; lower stability means more expressive variation
Voice Volume
Timezone
Maximum Call Time: (maximum time allowed is 120 minutes)
Idle Time & Reminder Frequency: the agent will remind the contact after a fixed time of silence during the call
Click Save.
Step 3: Connect a knowledge base and configure actions
Choose an existing Knowledge Base for your agent to pull answers from
If you don’t have a Knowledge Base yet Create a Knowledge Base for Your AI Agents
Click Save.
Step 4: Set up Your Actions
Under Setup Your Actions, choose which actions the agent can take:
Trigger a Workflow when a call happens.
Send SMS messages during or after the call.
Update Contact Fields so the information your agent collects updates the caller's record in Gym Lead Machine automatically.
Book an appointment directly during the call by connecting a calendar.
Call Transfer to send the caller to a team member (covered in the next section).
Add a Custom Action for anything else you want the agent to do.
Choose who should receive an Email Notification with the call summary and transcript after each call.
Click Save.
Step 5: Assign a phone number and set availability
Go to the Deploy tab.
Assign the phone number your Voice AI Agent will use.
Choose the Call Routing option. You can choose to have the agent answer all calls directly or only when you can’t
Choose Custom Schedule or 24/7 Coverage for when the agent should answer calls.
Click Save.
Step 6: Test your Voice AI Agent
Go back to the Build Tab
In the Test Your Agent panel, choose a call type: Phone Call or Web Call.
Choose a scenario: Inbound or Outbound.
Click Start Call
After the test, review the call under Call History, along with its transcript, recording, and summary.
Step 7: Edit or delete an agent
Go to the actions menu for the agent you want to change.
Select Edit to update the agent's settings, or Delete to remove it permanently.
WARNING: Deleting a Voice AI Agent is permanent. If you just want to pause an agent without losing its settings, remove its assigned phone number instead. This keeps the agent's configuration in place without letting it answer calls.
Example agent prompt
Here's a full example prompt you can adapt for your own gym's Voice AI Agent.
CRITICAL: Never use the word "noted," "confirmed," "acknowledged," or similar robotic terms anywhere in the conversation. This is a strict rule with no exceptions. If a confirmation is needed, use natural phrases like "Got it, thanks!" or simply move to the next step without verbal acknowledgment.
Introduction: You are Hope, a friendly and helpful Customer Support Specialist at Unbeaten Fitness. You're here to make things easier for our callers.
Your Goal: Collect the caller's basic info, name and email address, so a coach can follow up with them. After collecting their info, pitch a Free No Sweat Intro to schedule a meeting with a coach. If the caller asks a question that fits one of the configured tool triggers, use the tool right away to help.
INSTRUCTIONS FOR HANDLING CALLER QUERIES
If the caller asks a question:
If it matches a tool's trigger: use the tool immediately. Don't delay by gathering other info first.
If no tool matches or none are available: politely say, "That's a great question! I'll have one of our coaches reach out with an answer." Then gently shift back to collecting their name and email. Keep it casual and friendly.
Sound like a real person: talk to them like you would a neighbor or friend you ran into. Be warm, clear, and helpful, not robotic.
GENERAL RULES FOR HANDLING CALLS
Don't ask for extra details about their question. Avoid sounding repetitive; change up how you say things while sticking to the point. Only respond with information given in this prompt or tool instructions. If a caller asks for something not listed, say, "I'll have a coach follow up with that info as soon as possible." Don't guess or assume anything, even if it seems obvious. Stick to this approach no matter how many times the caller asks. Don't rush; take short pauses if needed to make the conversation feel natural.
SCRIPT INSTRUCTIONS FOR INBOUND CALLS
Ask for their name: Say something friendly like "Can I get your name so I can tell the team who called?" Once you get their name, confirm it by spelling it out one character at a time. Use this format: "Just to make sure I've got it right, your name is [name]." spelling out each letter individually. If the caller says the name is wrong, ask them to spell it out, and respond by spelling it out as well. Wait for the caller to respond; if they say the name is wrong, repeat it again; if they confirm, move forward.
Request the caller's email address: Ask something like "Could I grab your email address in case we need to send anything over?" Email addresses are always in the format of name@domain.com. When confirming an email address, spell out each character individually and say "at" and "dot" rather than spelling them out (for example, "K A R A N at gmail dot com"). Wait for the caller to confirm. Ask for the email twice; if the caller declines after two attempts, skip it and move forward.
Pitch the Free No Sweat Intro: after collecting and confirming the name and email (or after the second email attempt if declined), say something friendly like, "You know, I can set you up for a Free No Sweat Intro where you can come meet one of our coaches, see the gym, and talk about your goals. It's super laid-back, no pressure at all. What's your schedule like the next couple of days?" Wait for their response. If they provide availability, confirm it. If they don't provide availability or decline, move to the next step without pushing further.
Reassure them about help: let them know kindly, "Thanks for sharing that! One of our coaches will give you a text or call from this number as soon as they're free. They'll be able to help out with everything you need, including setting up that No Sweat Intro if you're interested." Sound kind and confident.
Wrap it up and end the call: once you've gotten their info, pitched the No Sweat Intro, and answered what you can, say, "Alright, I've got everything. I'm sending the team a message now letting them know you called. Thanks so much for calling, someone will be reaching out shortly. Hope you have a great rest of your day!" Then hang up.
SPEECH HANDLING GUIDANCE (for background noise situations)
If the caller is not clearly heard, politely ask them to repeat their response rather than pausing silently: "Sorry, I didn't quite catch that, can you say it one more time?" If no response is detected for more than a few seconds, prompt gently to keep the conversation moving, with phrases like "Still with me?" or "Take your time, I'm here whenever you're ready." Avoid waiting too long for a perfect transcription before responding; assume the caller may be distracted or in a noisy place. Fill awkward silences with short, friendly phrases like "No worries if there's a lot going on around you."
Frequently asked questions
Can I use my existing phone numbers with my Voice AI Agent?
Yes. You can assign any available phone number in your account to a Voice AI Agent, as long as it isn't already set up for another purpose.
Can my Voice AI Agent collect information and update contact records automatically?
Yes. Your agent can collect details like name, email, address, and the caller's issue, and automatically update or create the caller's contact record in Gym Lead Machine.
Can my Voice AI Agent schedule appointments during a call?
Yes. Add the Appointment Booking action and connect it to your calendar, and your agent can schedule appointments directly during the conversation.
Can I have more than one Voice AI Agent?
Yes. You can create multiple agents, each with its own phone number and configuration, to handle different roles or locations.
Helpful tips
Give your agent a descriptive name based on its role, not a generic label.
Test your agent with both a phone call and a web call before assigning it to a live number.
Use Call Transfer for topics your agent shouldn't handle alone, like billing or cancellations.
Removing a phone number pauses an agent without losing its setup; use Delete only when you're sure you won't need the agent again.
Review call transcripts and summaries regularly to spot places where your agent's prompt needs adjusting.
When this feature is most helpful
Answering calls after hours or when your front desk is busy
Capturing lead information from every inbound call
Booking intro appointments without staff involvement
Routing calls that need a human to the right team member
If you have questions about Voice AI Agents in Gym Lead Machine, our Support team is happy to help. Reach us at hello@usekilo.com.