Olympus Voice & Messaging Agents

Olympus Voice & Messaging Agents is a standalone product line providing AI-powered communication agents across every channel — phone calls, SMS, email, web chat, and social messaging. Businesses configure agent templates, provision channels, and let AI handle customer interactions with human-in-the-loop escalation.

Product Overview

Feature	Description
AI Phone Agents	Answer calls, take orders, schedule appointments, handle inquiries
SMS/MMS Agents	Two-way text conversations with customers
Email Agents	Auto-respond, triage, and draft email replies
Web Chat	Embedded chat widget with AI-powered responses
Social Messaging	WhatsApp, Facebook Messenger, Google Business, Apple Messages, RCS
Voice Ordering	Drive-thru and phone-based AI ordering with menu RAG
Escalation	Configurable rules for human handoff
Multi-Language	Support for 50+ languages with real-time translation

Architecture

Customer Channels                    Olympus Platform
+------------------+               +---------------------+
| Phone (Twilio)   |----+          |                     |
| SMS (Twilio)     |----+    +---->| Minerva Router      |
| Email (SendGrid) |----+--->|     | (Channel Routing)   |
| Web Chat         |----+    |     +----------+----------+
| WhatsApp         |----+    |                |
| Messenger        |----+    |     +----------v----------+
| Google Business  |----+----+     | AI Agent Engine     |
| Apple Messages   |----+          | (LangGraph + ACP)   |
| RCS              |----+          +----------+----------+
+------------------+                          |
                                   +----------v----------+
                                   | Knowledge Base      |
                                   | (Vectorize RAG)     |
                                   +---------------------+

Channel Setup

Phone (Twilio)

1. Provision Number: Purchase or port a phone number via Portal
2. Configure Template: Select industry template (restaurant, salon, professional services, etc.)
3. Set Business Hours: Define when AI answers vs voicemail
4. Customize Greeting: AI greeting script with persona configuration
5. Test: Use built-in call simulator before going live

SMS/MMS

1. Enable on Phone Number: Toggle SMS capability on provisioned Twilio number
2. Configure Auto-Responses: Set triggers and response templates
3. Set Opt-In/Out: Compliance with TCPA regulations
4. Rich Media: Configure MMS support for images, menus, receipts

Email (SendGrid)

1. Connect Domain: Verify sending domain via DNS records
2. Configure Templates: Email response templates per category
3. Set Routing Rules: Auto-categorize inbound email by subject/content
4. Train Knowledge Base: Upload FAQs, product docs, policies

Web Chat

1. Embed Widget: Add JavaScript snippet to website
2. Customize Appearance: Colors, position, greeting message
3. Configure Behavior: Auto-open, proactive messages, offline mode
4. Set Handoff Rules: When to transfer to live agent

Social Messaging

Supported channels with platform-specific setup:

Channel	Setup	Features
WhatsApp Business	Meta Business verification + template approval	Rich media, interactive buttons, product catalogs
Facebook Messenger	Facebook Page connection	Persistent menu, quick replies, handover protocol
Google Business	Google Business Profile linking	Rich cards, suggested replies, location context
Apple Messages	Apple Business Register enrollment	List pickers, time pickers, Apple Pay
RCS	RCS Business Messaging enrollment	Rich cards, carousels, suggested actions

Agent Templates

Pre-built templates for common industries:

Template	Use Case	Channels	Key Capabilities
Restaurant Ordering	Phone/web ordering	Phone, SMS, Web Chat	Menu RAG, order taking, upselling, payment
Appointment Booking	Salon, healthcare, services	Phone, SMS, Web Chat	Calendar integration, reminders, rescheduling
Customer Support	General inquiries	All channels	FAQ answering, ticket creation, escalation
Reservation Agent	Restaurant reservations	Phone, SMS, Web Chat	Table availability, party size, special requests
Lead Qualification	Sales pipeline	Phone, Email, Web Chat	Qualification questions, CRM integration, scheduling
Order Status	Tracking inquiries	SMS, Web Chat, WhatsApp	Real-time tracking, delivery updates

TTS Tiers

Voice output quality options via ACP:

Tier	Model	Cost (per 1K chars)	Quality	Latency
TTS-T0	Cloudflare Workers AI (Deepgram Aura)	FREE	Standard	~200ms
TTS-T1	ElevenLabs Turbo v2.5	$0.18	Good	~150ms
TTS-T2	ElevenLabs STS v2	$0.24	High	~300ms
TTS-T3	ElevenLabs v3	$0.30	Premium	~400ms

Configuration in Portal

Business owners configure Voice & Messaging Agents through Olympus Portal:

1. Dashboard: Active agents, conversations today, escalation rate, satisfaction score
2. Channel Setup: Provision and configure each channel
3. Templates: Browse and customize agent templates
4. Knowledge Base: Upload documents, FAQs, product info for RAG
5. Rules: Escalation triggers, business hours, response limits
6. Simulator: Test conversations before going live
7. History: Full conversation history with transcripts
8. Analytics: Call volume, resolution rate, satisfaction, AI cost

Founder Oversight

Founders monitor Voice & Messaging Agents across all tenants:

• Command Center: Active lines, conversations today, escalations
• Operations Tab: Full voice agent management panel
• Agents Tab: Voice agent fleet health in Pantheon overview
• Finance Tab: Voice agent revenue and AI cost attribution
• Customers Tab: Per-tenant voice agent usage metrics

Existing Infrastructure Reused

Component	Location	Purpose
Twilio Integration	backend/python/app/agents/voice_ordering/twilio.py	Call handling, recording
STT Service	backend/python/app/agents/voice_ordering/stt.py	Speech-to-text
TTS Service	backend/python/app/agents/voice_ordering/tts.py	Text-to-speech
NLU Service	backend/python/app/agents/voice_ordering/nlu.py	Natural language understanding
Dialogue Manager	backend/python/app/agents/voice_ordering/dialogue.py	Conversation flow
Menu RAG	backend/python/app/agents/voice_ordering/menu_rag.py	Menu knowledge retrieval
Minerva SMS	backend/python/app/agents/minerva/channels/sms.py	SMS channel
Minerva Email	backend/python/app/agents/minerva/channels/email.py	Email channel
Social Channels	backend/python/app/agents/minerva/channels/social.py	Social messaging
AI Chat Worker	workers/restaurant-ai-chat-v2/	Edge AI chat

Related Documentation

• Olympus Founder — Parent product with full oversight
• Voice AI API — Voice AI endpoints
• Minerva AI Guide — Minerva messaging platform
• Recording API — Conversation recording

GitHub Epic

Epic	Phase	Scope
#1762	Phase 12	Voice & Messaging Agents product build