Joby AI Hub
Set up the AI that answers your phone, replies to texts and email, books appointments, and hands the conversation to a real person when one is needed.
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What it is
Joby AI Hub is the one page where you set up the AI that works for your business. You will find it at Settings›Connections & AI›Joby AI Hub.
The page opens with a summary strip showing what is switched on, then a row of tabs:
SMS Agent
Replies to text-message conversations with short, direct answers.
Email Agent
Replies to email conversations in a fuller, more professional tone.
Voice
Build reusable phone agents. How they answer calls is decided inside Visual Call Flows.
Intelligence
Automatically writes a report after selected recorded calls and emails it to you.
Knowledge
Your prices, policies, service area, and uploaded documents. Shown when it is turned on for your account.
Activity
The last 50 things the AI did, including drafts it wrote but never sent. Shown when it is turned on for your account.
The summary strip at the top of the page shows SMS, Email, Voice and Assistant with their current state, a This week panel counting Replies sent, Appointments bookedand Handed to your team, and a Knowledge count with a What Joby knows link.
💡 Names changed: this page used to be called "AI Agent", and the call-flow building block used to be called "AI Agent" too. They are now Joby AI Hub and Joby Agent.
When to use it
- Nobody can pick up. After hours, on a roof, or during a rush — the AI answers, gets the details, and books the job.
- Texts and emails pile up. The SMS and Email agents answer simple questions and collect missing details so your team only handles the hard ones.
- You want every call screened first. The AI qualifies the caller, then transfers to a live office agent when the caller asks for a person.
- You want a written record. Turn on call summaries and you get a clean write-up of who called and what they wanted.
- You want follow-up calls placed for you. An automation can have the AI call a customer back about an estimate.
If you only want a chat assistant that answers questions about your own CRM data, that is a different feature — see the Joby AI guide.
Before you start
- A Pro plan. Joby Agent is a Pro feature. On a Free or Starter plan, Settings›Connections & AI›Joby AI Hub shows an upgrade screen instead of the settings.
- Admin access. Only admins and owners can open the Joby AI Hub page.
- At least one phone number for phone answering — check Settings›Channels›Phone Numbers.
- Your company details filled in. The AI reads your company name, main phone, timezone and business hours from Settings›Business›Company Settings, and your list of services from Settings›Pipeline›Service Types. If business hours are blank, the AI cannot tell a caller whether you are open.
- Permission to open call flows. Building the phone side happens in Settings›Channels›Visual Call Flows, which your team role must allow.
Step-by-step: put the AI on your phone line
- Go to Settings›Channels›Visual Call Flows.
- Under Start with AI, click a ready-made setup: AI Receptionist (24/7 booking), AI Qualify + Live Transfer, After-Hours AI Answering, Emergency Dispatch AI, or AI Message Taker. You can also use Browse templates or Create Flow to pick from the full list.
- The builder opens with the flow already drawn. Click the purple Joby Agentblock to open its settings on the right. To add another one, drag Joby Agentfrom the Automation group in the left panel onto the canvas.
- Fill in the System Prompt — who the agent is, what it should collect, and what it must not do. Add a Welcome Message if you want to control the first sentence the caller hears.
- Pick a Voice and a Speaking Speed, and set Max Duration (seconds) if 10 minutes is too long or too short.
- Under Post-Call Actions, leave Send Call Summary Notificationand Auto-Create Appointment from Call ticked. Both start switched on.
- Connect the block's four exits — Done, Live, No book and Error — to the steps that should follow.
- At the top of the builder, give the flow a name in the Flow box, choose a Phone number, switch the toggle to Active, and click Save Flow.
- To answer a whole team's numbers instead of one line, go to Settings›Channels›Call Groups, edit the group, and choose your flow under Visual Flow (New).
⚠️ Note: a flow does nothing until it is both Active and attached to a phone number or a call group. On the Visual Call Flows list, any flow that is not attached shows Not assigned in amber.
How to check it worked
- Call your own number. The AI should answer with your welcome message.
- Open Calls from the sidebar. The call appears in Call History with a small AI badge next to the direction. Set the type filter to Type: Joby Agent to see only AI-answered calls.
- Open the call and look at the transcript. AI calls show two tabs — Conversation for a readable back-and-forth, and Raw Transcript for the plain text.
- If you left Auto-Create Appointment from Call on and the caller booked, the appointment should already be in your calendar, and the call summary should have reached your team.
- For text and email, open Settings›Connections & AI›Joby AI Hub and read the This week numbers on the summary strip. If the Activity tab is available, open it to see the last 50 runs — each row expands to show the reply, and drafts written in Testing are clearly marked Reply (not sent).
Common mistakes
- The flow was saved but never switched on. Check that the toggle in the builder says Active and that a phone number or call group points at the flow.
- Leaving an agent in Testing and expecting replies. Testing writes drafts and sends nothing. Move the switch to Live when you are happy with what it writes.
- Forgetting to click Save Settings. The SMS and Email tabs are only stored when you click Save Settings at the top of the page. The Intelligence tab is the exception — it saves immediately.
- Empty company details. If business hours or the timezone are blank in Settings›Business›Company Settings, the AI cannot answer "are you open right now?" correctly.
- Leaving exits unconnected. If Live goes nowhere, a caller who asks for a person is stuck. Wire Live to Wait for Office Agent and Error to Voicemail.
- Editing the block while a saved agent is selected. When the block says Managed by the saved agent, the prompt and voice settings are hidden because they come from the agent. Edit the agent in the Voice tab, or switch the block back to Custom (configure below).
- Ticking "Book appointments" before testing. Give the text agent a few days in Testing with booking off, read what it writes, then turn booking on.
- Expecting it on a Free or Starter plan. Joby Agent is a Pro feature, and the page shows an upgrade screen until the account is upgraded.
More detail (7)
Every setting on the Joby Agent block
- Agent Name — the label shown on the block in the builder.
- Saved AI Agent — either Custom (configure below), or one of your reusable agents (see the next section).
- System Prompt — the agent's personality, goals and rules. Say plainly what it should never do, such as quoting prices or giving repair advice.
- Welcome Message (optional) — the first line spoken when the call connects.
- Voice — ten voices: Marin (the default), Cedar, Shimmer, Alloy, Ash, Ballad, Coral, Echo, Sage and Verse.
- Speaking Speed — Slow, Normal, Fast or Very Fast. Normal suits most customer calls.
- Call Center Background — adds quiet office room tone while the agent speaks and waits.
- Keyboard Typing — adds light typing clicks in short bursts.
- Max Duration (seconds) — how long the AI may stay on one call. The default is 600 seconds (10 minutes).
- Send Call Summary Notification — writes a summary of the call for your team. With it ticked you can also fill in Summary Instructions (optional) to control the layout.
- Auto-Create Appointment from Call — pulls the caller's details and service request out of the conversation and books the appointment for you.
Reusable agents (the Voice tab)
If you run several flows, build the agent once and reuse it instead of retyping the prompt in every flow.
- Go to Settings›Connections & AI›Joby AI Hub and open the Voice tab.
- In the AI Agents card, click New Agent.
- Fill in Name, Description (internal) and Direction. Choose Inbound — answers calls in Visual Call Flows for an agent that picks up your phone, or Outbound — makes calls from Automations for one that calls customers back.
- Set Voice, Speaking Speed and Max Call (seconds), then write the Welcome Message and System Prompt.
- Put your facts in Business Knowledge — services, prices, service area, warranty terms. The agent answers from these.
- Adjust Summary Instructions, the Keyboard sound and Background sound switches, and leave Active on. Outbound agents also get a Record calls switch — only use it where you have the customer's consent to record.
- Click Create Agent.
Now open a flow, click the Joby Agent block, and pick your agent under Saved AI Agent. The block shows Managed by the saved agent, which means the prompt, business knowledge, welcome message, summary instructions, voice, speed, sounds and maximum length all come from the agent. Only the two Post-Call Actions tick boxes stay per-flow.
The Voice tab also has an AI receptionist starter card with an Open flow builder button, which drops you straight into the ready-made receptionist flow.
⚠️ Note: the dropdown inside a call flow only offers Inboundagents. If you pick an outbound one you get an Outbound agent selected warning, and the call runs the block's own settings instead. Deleting an agent that a flow is using does the same thing — the flow falls back to its own settings and shows Selected agent unavailable.
What happens when the call ends
The Joby Agent block does not simply pass the call to one next step. It has four exits, and the AI chooses one based on how the conversation went:
- Done — the call was fully handled. In the ready-made flows this sends the caller a confirmation text, then ends the call.
- Live — the caller asked for a person. Connect this to Wait for Office Agent so a real person picks up.
- No book — the caller declined and wanted nothing else.
- Error — the AI could not continue. Send this to Voicemail so nothing is lost.
Tell the AI in the System Prompt when to use each one — for example, "only transfer to a person if the caller asks for one and we are open."
Text and email replies
The SMS Agent and Email Agent tabs work the same way as each other. Each one has a three-way switch at the top:
- Off — Joby ignores this channel.
- Testing — Joby writes a reply for you to review, but sends nothing to the customer.
- Live — Joby replies to customers on its own.
Below the switch there are four cards:
- Prompt Setup — Personality, Goal and Additional Information. Joby fills these in with sensible starting text using your company name, so you can edit rather than write from scratch.
- Who Joby Can Reply To — tick Clients, Leads, Field Workers and Unknown numbers. (The middle two use whatever wording your company has chosen for them.) Unknown numbers are people not matched to any record.
- Timing — Reply window (Always, Business hours, After business hours, or Custom hours), Sleep after human reply (15 minutes up to 24 hours, so the AI backs off once a person joins), Max AI replies per conversation (1, 2, 3, 5 or Unlimited), and Wait before reply — a 0 to 60 second pause that makes replies feel natural and gives your team a chance to jump in. Choosing Custom hours opens a timezone box and a start and end time for each day.
- Allowed Actions & CRM Access — Read customer details, Read appointments when asked, Book appointments, Send bell notifications and Send SMS, plus an Action instructions box for rules such as "if the customer asks for a manager, text the owner."
Changes on these two tabs are only stored when you click Save Settings at the top right of the page.
💡 Tip: run a new agent in Testing for a few days first. You see exactly what it would have said, without a single message reaching a customer.
Teaching the AI about your business
When the Knowledge tab is turned on for your account, open Settings›Connections & AI›Joby AI Hub›Knowledge:
- What the AI knows — expand this panel to see the exact business facts the AI is working from: company name, address, phones, website, timezone, business hours, services offered, each agent's wording, and your saved answers.
- Business Knowledge — click Add entry, choose a Type (FAQ, Policy or Doc), give it a Title and the exact Content the AI should use, tick SMS and/or Email, leave Active on, and click Save entry. Only active entries are used.
- Documents & links — use Upload file for a price list, policy or FAQ (PDF, TXT, MD or CSV, up to 10 MB), or Add link to point the AI at a page on your own website. Choose which channels the new source answers on first.
Phone agents do not read this tab. Their facts go in the Business Knowledgebox on the saved agent, or in the System Prompt on the block itself.
Automatic call reports (the Intelligence tab)
This tab writes the same report you get from the Generate AI button in Call History, but does it by itself after a recording is saved.
- Open Settings›Connections & AI›Joby AI Hub›Intelligence.
- Turn on Auto-generate call intelligence.
- Under Which Calls, tick Inbound calls, Outbound calls and/or Masked calls.
- Under Auto-Generate Filters, set a Minimum duration in seconds so short hang-ups are skipped, and tick specific Call groups — or click Use all groups to cover every group.
- Under Email Delivery, turn on Email call intelligence reports, tick Send to organization owner, and add any extra addresses under Additional recipients, one per line.
Everything on this tab saves the moment you change it — there is no separate save step. The reports arrive from Joby Intelligence <Joby-Intelligence@joby.io>.
Having the AI call people back
The AI can also place outbound calls as a step inside an automation.
- First create an agent with Direction: Outbound in the Voice tab.
- Go to Settings›Pipeline›Automations and open or create an automation.
- Add the AI Phone Call step from the left panel.
- Choose your agent under Saved AI Agent, pick a From Number, and write a Call Goal such as "follow up on their estimate request and offer to book an appointment."
- Connect the step's three outcomes: answered, no answer and voicemail.
The automation waits until the call finishes before moving on. Calls only go out between 8:00 AM and 9:00 PM in your business timezone.