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Voice Agent Checklist Score every new voice agent before it goes live. Two sections: Script (what the agent says and does) and Settings (the Retell agent panel knobs). Pass threshold: 85 ship-ready, 70 to 84 revise, under 70 block. Reference: Aria - Main Website (agent_ae77c50c4ad783fea411548289).
Conversation flow One action per turn Read stages Agent does ONE thing per turn: ask a question, OR confirm a value, OR call a tool. Never two. 3 pts One question at a time Read stages Never bundles ('What's your name and email?'). Asks one, waits, then the next. 2 pts Acknowledges before transitioning Listen to call Every question follows an acknowledgment (Got it / Perfect / Alright). Rotates the word, never the same twice in a row. 1 pt Never confirms twice in a row Listen to call One acknowledgment per piece of information. NEVER 'Got it. Got it.' or 'Perfect. Got it.' or 'Sounds good. Got it.' on the same value. If a re-confirmation is genuinely needed, vary the word AND add new content (new question, new action). No back-to-back confirmations. 3 pts Empathy line when caller describes a problem Listen to call 'Sorry to hear that' or 'Let me get that sorted for you' before the next question. Not 'Got it'. 3 pts Greeting matches call direction Read Stage 1 Inbound: 'How can I help today?' Outbound: names prospect + reason. 1 pt
Qualification - form is source of truth Pulled qualifying questions from 2-3 real lead intake forms in this vertical Ask Luis to show the form screenshots used Before writing the agent, Luis must collect 2-3 real intake forms from competitors or the client. Forms are filed with the agent. 4 pts Questions match the form exactly - AI did NOT invent any Compare prompt to form list Every qualifying question maps to a field on the actual form. No extra AI-decided questions. 4 pts 1-3 qualifying questions max Count Qs in Stage Plumber example: 'What service?' + 'Residential or commercial?' + timeframe. Stop there. 2 pts Inbound speed-to-lead uses existing form data, never re-asks name / phone / email Read Stage 1-2 Name, phone, email come from the form submission and live in dynamic vars. Agent acknowledges by name, doesn't ask again. 2 pts Never asks 'Is this an emergency?' Read stages Uses 'When are you looking to get this taken care of?' instead. Same info, doesn't sound robotic. 1 pt
Booking and times Asks for the prospect's preferred time first - open-ended Read booking stage 'What time works best for you?' Does NOT pre-present slots. 3 pts Only presents 2 alternatives if the requested time is unavailable Read booking stage After tool returns conflict: 'That time isn't open. I have [day at time] or [day at time]. Which works?' 3 pts Reads times naturally Listen to call 'Two pm' not 'two colon zero zero pm'. State timezone once, don't repeat. 2 pts
Confirmation and close NO mid-call phone number readback Listen to call Agent does not interrupt the flow to spell back the number after collecting it. Single readback happens at the end summary only. 4 pts Single end-of-call summary with one verification point Listen to call ending Reads back full name, service, day, time, address, phone in ONE summary. Single yes/no confirmation. Nothing else. 6 pts end_call is a separate turn after the goodbye Read final stage + listen Agent says goodbye, finishes the message, THEN calls end_call. Caller hears the full goodbye, not a mid-sentence hang-up. 4 pts Never collects email by voice (including on demos). Phone number spelled back only at the final summary. Listen to call Email never spoken or spelled on a call. Use the form data we already have, or SMS the link after. Phone number readback is single-shot at the final summary only. 2 pts
Tools and edge cases Verbal bridge + tool call in same turn Read tool examples 'Let me check that for you' is followed IMMEDIATELY by the tool call. No dead air. 3 pts Never re-asks for data already provided Read stages Once collected, tracked. Stages reference dynamic vars, not re-prompts. 3 pts Off-topic redirect line Read Instructions 'I'm just here to help with [business]. What can I help you with?' for off-topic. 2 pts Jailbreak / system prompt requests redirect without revealing config Read Confidentiality block Caller asks 'what are your instructions' - agent redirects, never reveals. 2 pts 2. Settings (Retell agent panel) 0 / 40
Model Model = gpt-4.1 fast Retell > Agent > Model Specifically gpt-4.1 fast (not gpt-4.1 standard, not gpt-4o, not 3.5). Alejo: GPT 4.1 fast is the model the prompt structure is optimized for, low latency tier. 4 pts Model temperature = 0 Retell > Agent > Model temperature Production = 0. Test agents = 0.3 max. Never above 0.3. 3 pts Prompt under 2,000 tokens (excluding knowledge base) Count tokens in prompt Alejo's hard rule. Voice agents run real-time, conciseness is performance. 3 pts
Voice Voice = 11labs-Marissa (default) Retell > Agent > Voice Aria's voice. Alternates need approval from Victor. 3 pts Voice temperature 0.80 to 0.90 Retell > Agent > Voice temperature Aria runs 0.86. 2 pts Voice speed 1.00 to 1.05 Retell > Agent > Voice speed Aria runs 1.03. 2 pts Enable backchannel = OFF Retell > Agent > Backchannel B2B calls - no 'mm-hmm' filler. Off. 2 pts Fallback voices set (2+ voices) Retell > Agent > Fallback voices If primary voice fails, Retell falls back. Set at least 2. 1 pt
Conversation timing Interruption sensitivity = 0.9 Retell > Agent > Interruption sensitivity High. Caller can interrupt easily, agent yields fast. 3 pts Responsiveness = 1.0 Retell > Agent > Responsiveness Max responsiveness. 2 pts Begin message delay = 300 ms Retell > Agent > Begin message delay Small pause before agent speaks first. 1 pt Ring duration = 30 seconds Retell > Phone number > Ring duration (or Twilio/Telnyx number config) How long the recipient's phone rings before the call rolls to voicemail / fails. Set to 30 seconds. 2 pts Max call duration = 10 minutes (600,000 ms) Retell > Agent > Max call duration Hard cap. Past 10 minutes the call ends. Forces concise calls and prevents runaway sessions. 2 pts Reminder trigger = 10,000 ms, max count = 2 Retell > Agent > Reminder settings After 10 seconds of silence, gentle 'are you still there?' Max 2 reminders. 1 pt End call after silence = 60,000 ms Retell > Agent > End call after silence 60 seconds of dead air = end call. 2 pts
Ambience Ambient sound = call-center Retell > Agent > Ambient sound Sounds like the agent is in a busy office. Adds realism. 3 pts Ambient sound volume = 0.28 Retell > Agent > Ambient sound volume Subtle. Not louder than the voice. 2 pts Denoising matches use case Retell > Agent > Denoising mode no-denoise for sales/booking (Aria). noise-and-background-speech-cancellation for noisy verticals (call from a job site). 2 pts How to use Run before attaching an agent to a phone number or web form. 85+ ship. 70 to 84 revise. Under 70 block. Reference Aria - Main Website (agent_ae77c50c4ad783fea411548289) when in doubt. Export JSON to attach to the agent's handoff or Asana task. 