Voice MCP

Voice MCP lets a caller phone your workspace and talk to your CRM out loud. Ask about a deal, log a note, book a meeting, or get a pipeline read — and hear the answer back in a synthesized voice.

How a call works

A caller dials the tenant's provisioned Twilio number. Twilio posts to Pact's /v1/voice-mcp/incoming webhook, and Pact validates the Twilio request signature before processing anything. Pact then answers with turn-based speech gathering: it plays a prompt, listens for the caller's next utterance, and routes that utterance through an in-process voice agent. Each turn repeats the cycle.

code

Caller dials number
  → Twilio posts to /v1/voice-mcp/incoming  (signature validated)
  → Pact answers, gathers speech for one turn
  → Voice agent routes the utterance to a CRM intent
  → Pact speaks the reply, gathers the next turn

Turn-based, not live audio

Voice MCP is built on Twilio's turn-based speech gathering (<Gather input="speech">), which uses Twilio's native speech-to-text. It is not a live media stream — Pact does not process a continuous audio feed of the call. Every feature here is framed around that turn-by-turn model.

What the agent understands

The phone agent recognizes a curated set of about a dozen CRM intents plus introspection — not Pact's full MCP tool catalog. Covered intents include:

Querying deals, accounts, and contacts
Pipeline health
Logging a note on the call or on a specific record
Sending a follow-up SMS or email
Booking a meeting
Transferring the call

When an utterance doesn't match a specific intent, the agent falls back to ask_workspace, a catch-all that answers open questions against your workspace. It also answers meta questions about itself — what it can do, recent history, who handles what, and knowledge-base lookups.

Explore Voice MCP

Talking to your CRM

The intent router, clarifying questions, and confirm-then-commit actions.

Voice tiers

Standard, Pro, and Premium text-to-speech with BYOK and fail-safe fallback.

Recording consent

The 13-state two-party consent gate that fails closed.

Authentication

Caller authentication with a PIN for unknown callers.

Proactive & transfer

Outbound briefing calls and warm transfer into a conference.

Memory & personalization

Durable per-caller memory and known-caller greetings.

Cost controls

The per-tenant daily voice budget gate.

MCP SDKs

Pact's broader Model Context Protocol surface for developers.