Voiceflow is a platform for building, testing, deploying and monitoring chat and voice AI agents for customer service, made by Voiceflow, Inc. An AI agent here is a program that answers customers in natural conversation, using a large language model (an AI model that reads and writes text), and can take actions.
Teams design an agent in a visual editor with a global prompt, playbooks (goal-based conversations in which the model calls tools) and workflows (fixed multi-step processes, with or without AI). A knowledge base holds the company's own content; when a customer asks a question, the agent retrieves the most relevant parts and answers from them. Tools connect the agent to APIs, MCP servers and services such as Zendesk, Salesforce, HubSpot and Shopify. Agents run in a chat widget, on phone numbers or by SMS, can hand a conversation to a human, and are measured with transcripts, tests and analytics.
It is a hosted platform. The bill combines a monthly plan fee, add-ons such as editor seats, and credits used per AI response or call; the Free plan has a one-time credit grant.