Voiceflow is a platform for building and running AI agents for customer support across web chat, phone, SMS and WhatsApp. Voiceflow, Inc. was founded in Toronto in 2018 as Storyflow and renamed Voiceflow that November. It reports more than 3,000 customers, including General Motors, Allstate, JP Morgan, Cisco, Vodafone, Woolworths, StubHub and Turo. Each agent combines global instructions and guardrails, playbooks (goal-driven sub-agents written as instructions), workflows (fixed step-by-step flows such as authentication or an IVR menu), tools and a knowledge base. Teams build, test and publish in separate development, staging and production environments, run tests with simulated personas, and review transcripts, evaluations and analytics. Voiceflow was named a G2 2026 Best Software Award winner and a G2 Leader for Fall 2026.
Customer results published by Voiceflow include Trilogy, which automates around 70% of support across more than 90 products with 59% resolved end to end by the AI, eSnipe with 70% of help center tickets automated, StubHub International at 90 days from idea to launch, Sanlam Studios with a 45% offer-to-lead conversion rate, and Turo with 82% CSAT. Each figure is that customer's own result.
Teams choose the model for each agent or playbook from providers including OpenAI, Anthropic and Google, bring their own model, or use Voiceflow Core, Voiceflow's own model, which launched in May 2026 and is the default on new chat projects. If a provider has an outage, an agent can fall back to another model. Voiceflow states that it does not use customer data to train any machine learning or AI models and that integrated model providers run with zero data retention.
Native integrations cover Zendesk, Salesforce, HubSpot, Shopify, Airtable, Google Sheets, Gmail, Twilio and Make, and agents can also call any REST API, run custom functions and use tools from hosted MCP servers (local MCP servers are not supported). The Live agent handoff step passes chat conversations to Zendesk, Genesys, UJET, Kustomer or Dixa, and the Call forward step transfers phone calls to a number or SIP address. Phone numbers are provisioned by Voiceflow in the US and Canada or connected through Twilio, Vonage or Telnyx. Voiceflow also runs its own hosted MCP server, which lets AI clients such as Claude Code connect to a Voiceflow account over OAuth to manage projects, edit prompts, playbooks and workflows, query the knowledge base, pull transcripts and run tests.
Billing combines a monthly plan fee, optional add-ons (extra editor seats, phone numbers and concurrent calls) and credits consumed by AI responses, phone calls and other agent actions. The plans are Free, Pro, Business and Enterprise. Voiceflow does not publish list prices: plan, add-on and credit-bundle prices appear in Plans and Billing after sign-up, and the pricing page offers an Agencies and Partners track (free trial with no credit card, usage-based billing, multi-client workspaces, white-labeling and client handoff tools) and a Businesses track through a demo.
The Free plan has limited features and a one-time credit grant that does not renew, which Voiceflow describes as not suitable for production. Paid plans include a monthly credit allotment that resets each billing cycle and is shared across workspaces, with optional auto top-ups when credits run out. LLM fallback models and priority support are listed on Business, and single sign-on, private cloud hosting and custom credit allotments on Enterprise. PII redaction is an optional add-on.
Voiceflow suits support, CX and engineering teams that want to write and test their own agent logic and connect it to the helpdesk or contact center they already use. Teams that want a built-in helpdesk alongside the agent builder should consider Botpress. Organizations standardized on Microsoft 365 that want agents inside Teams and their Microsoft apps should consider Microsoft Copilot Studio. Support teams that want a ready-made AI agent running on their existing helpdesk should consider Intercom Fin.
Current state Q4 2026: Voiceflow Core 4.2 shipped in September 2026, following the launch of Voiceflow Core in May 2026 and Voiceflow V4 in March 2026, which builds agents from playbooks, workflows and tools. The Atlas copilot entered beta in August 2026, alongside personal access tokens and MCP token authentication. Environment protection shipped in July 2026 and persona-based tests in June 2026. Voiceflow holds SOC 2 Type II and ISO/IEC 27001:2022 certification, is GDPR compliant, and supports HIPAA-compliant deployments, with Business Associate Agreement requirements confirmed with its team.
