🚧 Feature is in beta and available on request
Beta means the feature is still being refined based on customer feedback, so small changes may occur as we improve it.
To get access, contact support@voyc.ai or your Voyc Account Executive.
Why This Matters
Agent Highlights makes it easy for managers and QA teams to give agents direct, timely feedback in Voyc. Instead of relying on screenshots, emails, or separate coaching notes, you can now assign calls, add comments, and have a two-way conversation with your team, all within the same platform.
This keeps feedback structured, visible, and easier to action.
❗ Before proceeding with this article, please ensure you have configured Agent Highlights. You can learn how to do this here.
How To Assign an Agent Highlight
Assigning an Agent Highlight lets you link a call to an agent. Depending on your configuration, agents may only have access to conversations once they are assigned.
In the conversation, navigate to the Agent Highlight task in the Workflow. The name of the Agent Highlight task will reflect the name you used when creating the task in your Workflow config.
Select the Assign icon. The task will automatically be assigned to the agent who took / made the call.
The agent will receive an email letting them know they have been assigned a call.
📝 Note: Please note that if your configuration is set to release calls after grading is complete and the grading task is not completed when you assign the task, the agent will not receive an email notifying them of the assignment.
💡 Tip: If your configuration is set so that agents only have access to assigned tasks, we suggest leaving a comment first and then assigning the agent to the Highlight, this way, when the agent is notified that they were assigned the Highlight, the comment is already visible.
To unassign the task, select the Assign icon again.
📝 Note: If your configuration is set to only give agents access to conversations after Agent Highlight task is assigned, they will not have access to the conversation if a comment is left and they are not assigned. Remember to assign them if a comment is left. Once the agent is unassigned, they will loose access the the conversation.
No matter your settings, we recommend always assigning workflow tasks to the appropriate person as best practice to ensure clarity and accountability.
How to Provide Feedback on an Agent Highlight Task
❗ Important: To provide feedback for your agent on a conversation, you will first need to ensure that you have an Agent Highlight task set up in your workflow. You can learn more about configuring your workflow here.
The Agent Highlight feedback works similarly to a chat thread. Managers and agents can reply to comments, edit messages and link feedback directly to a specific phrase in the transcript. This keeps coaching conversations organised and ensures feedback is always tied to the exact moment in the call being discussed.
For example, you might highlight a sentence in the transcript where the agent handled an objection well and leave a comment recognising the technique used. Or you could ask a question about how the agent approached a particular moment in the conversation.
To start providing feedback directly inside Voyc:
In the conversation, navigate to the Agent Highlight task in the Workflow and open it by clicking on the task.
Leave your feedback in the comment block and select Submit.
The agent will receive an email notifying them that they have new Highlight to view.
📝 Note: Agent access to the conversation depends on your configuration. Agents may see the feedback once the conversation is graded or only after the Agent Highlight task is assigned.
Adding a Phrase to Comments
Many coaching points relate to a specific moment in a call. You can highlight a phrase in the transcript and attach it directly to your comment.
When you do this, the selected phrase is added to the comment along with a play button that allows anyone viewing the comment to play the audio for that exact moment in the call.
This helps provide clear context for the discussion because everyone can see the exact words that were said and quickly listen to the corresponding audio.
To add a phrase to a comment:
Highlight the relevant text in the Transcript.
Select Add Comment to Agent.
Enter your feedback and select Submit.
The phrase will appear above your comment with a play button, allowing the audio for that moment to be played directly from the comment.
Replying to Comments
Agent Highlights support threaded replies, allowing managers and agents to respond directly to specific comments, keeping conversations organised when discussing multiple moments in the same call.
To reply to a comment:
Locate the comment you would like to respond to.
Select the Reply icon.
Enter your response and select Submit.
The reply will appear under the original comment so the discussion remains grouped together. Clicking on the original comment will take you to it in the conversation.
Editing Your Comments
If you need to correct a typo or adjust your response, you can edit your comment within 1 hour of sending it.
To edit a comment:
Select the Edit button on your comment.
Update your message.
Select Save Updates.
Once the comment has been edited, an Edited label will appear beneath the message so others can see that the comment was updated.
After the 1 hour editing window has passed, the comment will remain visible but can no longer be modified.
Reviewing and Completing a Highlight
Once the agent replies to your feedback, you will receive an email notification.
Select the View Agent Highlight button in the email. This will open the conversation in Voyc.
You can also refresh your Agent Highlight comments to see new agent responses .
You can review the agent’s reply and continue the discussion if needed.
When you are satisfied that the feedback has been addressed, select Complete Highlight.
Completing the highlight will complete the workflow task and the agent will no longer be able to add new comments.
Here is a walk through of what you should see:
Here is what your agents will see:
If you would like to reopen the discussion, select Reopen Highlight. This allows further feedback or clarification.
The Gist
Agent Highlights keeps feedback loops inside Voyc, saving time and preventing information loss. You can assign calls, comment and close the loop, all in one place.
This approach gives agents clarity and ownership, while giving you a transparent, traceable record of every coaching conversation.