Magic Voice
Keep the conversation with the customer.
In-browser calling that answers, matches the caller to your customer record and leaves a reviewed note of what was agreed. The call history belongs to your business, not to a phone system nobody can read.
Starter A$19/calling user/month plus number and usage. Five users A$95/month before usage. Ex GST. Ex GST.
Start with a bounded test call. There is no autonomous agent: a person answers, and a person approves anything the AI suggests.
A complete call, including an unmatched caller
Incoming call
Matched to a customer where the number is known.
Magic Voice
Routed and answered
To the right person or queue, with the reason for the call in view.
Directory and routing
After the call
A record you can review, with the parts you need and no more.
Magic Voice → Magic Sales
Unmatched caller
When nobody matches, Magic says so plainly rather than guessing.
Honest fallback
Answered, matched, recorded
The call reaches the right person with the context already in view.
A person still decides
AI suggests an action; nothing changes without approval.
A record worth reading
A short excerpt with timestamps, not a transcript dumped in.
The problem
The call is where the commitment is made — and where it is lost
A phone system answers calls and stores recordings. What it does not do is tell the business who called, what was agreed and who owns the follow-up. The call ends, the note — if there is one — goes somewhere else, and the next person starts from memory.
Magic Voice keeps the conversation beside the customer record. A call is routed, answered by a person, matched to the right record where it can be, and reviewed before anything is saved. Call minutes, numbers and other usage are shown as their own cost lines rather than buried in a bundle.
No autonomous agent
Magic Voice does not answer calls on its own and does not run an unattended sales or support agent. A person answers. Where the AI drafts a follow-up or a suggested action, a person reviews and approves it first.
A customer calls the business number
The call arrives on a number your business owns. The number is a cost line, not part of the software price.
Source: Magic Voice — incoming call
The call goes to a named person or queue
Routing rules send the call to the right person or team. The rule that fired is visible, so a misrouted call can be explained rather than guessed at.
Source: Magic Voice — routing rule
A person answers
A person answers the call. Magic Voice assists the conversation; it does not replace the person on the line.
Source: Magic Voice — answered call
The caller is matched to the right record
The number is matched against your contacts and accounts, and the matched record is shown with its source. The agent sees the context they are permitted to see, and nothing more.
Source: Magic Sales or Magic Support — contact record
The record is reviewed before it is saved
A transcript excerpt with source timestamps, a suggested follow-up and a human approval step. Nothing the AI suggests changes the record until a person commits it.
Source: Magic Voice — reviewed call record
An unmatched caller is still handled
When no record matches, Magic says so plainly. The call is still answered and recorded, and the follow-up can create the contact rather than leaving an orphan note.
Source: Magic Voice — unmatched caller
The call is answered, matched where it can be, reviewed, and left with a named owner for the follow-up.
Illustrative — Acme Services. A concept capture, not yet recorded from a live call.
Routing
Routing and missed calls, with a fallback you can read
Routing is edited in the product, with the rule and its order visible. A call that cannot follow the rule has a stated fallback rather than an unanswered ring.
Routing rules
Send a call by number, team, time of day or customer owner. Each rule states what it matches and what happens next, and the order is editable.
Missed calls
A missed call is a record with a time, the number and who it was routed to. It becomes a task rather than an absence.
Stated fallback
Every rule names what happens when it does not match: another queue, a voicemail, or a message. There is no silent failure state.
Native call history first, optional product context second
There is a clear line between what Voice knows on its own and what it borrows from other products under your permissions.
What Voice holds itself
Calls, recordings, transcripts and reviewed follow-ups for numbers on your workspace, available without another product.
A panel from another product is shown only when your workspace holds that product and your role permits it. Otherwise Magic says the context is not available — it does not show an empty box that implies a missing integration.
Reviewed AI assistance, with the source on the screen
The AI works on a transcript excerpt with timestamps, proposes an action, and stops. A person decides whether it becomes true.
Transcript excerpt
Call transcript, timestamped excerpt
A short excerpt with the time it was said, not a full transcript dumped into the customer record.
Suggested action
Follow-up drafted, awaiting approval
The suggestion names the customer, the commitment and the proposed owner. It changes nothing until a person approves it.
Illustrative — Acme Services. AI suggests; a person approves.
Connected context
The call record sits beside Sales and Support
Voice is useful alone. It is more useful when the call record is already attached to the customer, the deal or the open ticket.
Sales tab
The reviewed call appears on the account and opportunity timeline with a Voice badge, so the deal record carries the commitment made on the call.
Support tab
The call appears against the open conversation, so a support agent can hear and read what was already promised before replying.
Team process
Coaching and quality management
Coaching and review are the Professional workflows. Starter gives a calling capability; Professional gives a team a way to run it.
Call review
Review a sample of calls against a stated checklist, with the transcript and the actions taken beside each other.
Coaching notes
Leave a coaching note with an owner and a review date, so feedback is a task rather than a comment.
Quality management
Track review coverage and open coaching actions across the calling team, with the criteria stated rather than scored by a hidden model.
Move one number, not the whole phone system
A staged switch is the honest option. Start with a number you can afford to test, keep the existing system running, and decide with evidence.
The part that makes the first call useful, without moving everything at once.
- A business number you choose to bring across
- Contacts and accounts already held in Magic
- Routing rules rebuilt in the product, in the open
Anything that depends on the old system's behaviour.
- Routing rules with conditions the old system hid
- Voicemail and after-hours behaviour
- Numbers used in marketing or on documents
Nothing is ported by default, and nothing is switched off for you.
- Your existing phone system, until you decide otherwise
- Numbers you do not choose to move
- Recordings you keep in your own archive
Nothing is deleted from your current system by connecting Magic. A transfer is only marked complete when it has been verified, and anything uncertain is listed for review.
Economics
Software, numbers, calling and usage are four separate lines
A per-seat price that hides telecom usage is a price nobody can forecast. Each layer is stated before you subscribe, and the allowance is shown beside the rate.
Software
Per calling user, per month: Starter A$19/calling user/month. The seat is the software licence.
Numbers
Phone numbers are a pass-through cost line with their own rate, separate from the software price.
Calling
Call minutes are pass-through usage. The rate and the included allowance are shown before you subscribe, not discovered on an invoice.
Other usage
Transcription and heavy AI usage beyond the fair-use allowance are shown as their own line, with a cost control rather than a surprise.
When Magic Voice is the right choice — and when it is not
This is a fit guide, not a knockout table. A team that should keep its current phone system should be able to tell quickly.
Do not move to Magic Voice if you need a contact-centre platform with deep workforce management, if your calls must run through hardware handsets and a legacy PBX, or if your phone system is already tightly embedded in an industry platform you will not leave. Magic Voice is for teams whose calls should be attached to the customer record and to the work that follows.
| Task | Magic | Hosted phone systems and standalone call-recording tools | Source | Checked |
|---|---|---|---|---|
| Attach a call to the customer record | The reviewed call record links to the matched contact and account. | A recording in a phone portal, disconnected from the CRM. | Product behaviour, this release | 2026-09-19 |
| Know who owns the follow-up | A reviewed action becomes a task with an owner and a date. | A note, if someone writes one. | Product behaviour, this release | 2026-09-19 |
| Handle an unmatched caller | The unmatched case is explicit, and the call is still recorded. | Vendor-described: usually an unknown number with no record. | Vendor-described where untested | 2026-09-19 |
| See the cost of numbers and minutes | Software, numbers, calling and other usage are separate lines. | Vendor-described: often bundled or quoted after the fact. | Vendor-described where untested | 2026-09-19 |
| Coach a calling team | Professional: call review, coaching notes and review coverage. | Vendor-described: coaching is usually a contact-centre add-on. | Vendor-described where untested | 2026-09-19 |
| Run an autonomous AI agent | Not offered, deliberately. A person answers every call. | Some vendors offer an autonomous voice agent. | Product scope | 2026-09-19 |
Facts are vendor-described unless marked tested. Prices that are not published are shown as “quote required” rather than estimated.
Voice pricing
Voice software is priced per calling user. Numbers and call usage are separate pass-through lines, stated before you subscribe. Professional adds coaching and quality management.
Magic Voice
- FreeFree
- StarterA$19/calling user/mo
- ProfessionalA$99/user/mo
- BusinessQuote
A$19/calling user/month
Ex GST · A$190/year, billed annually (10 × monthly)
Plus number and call usage. Five users A$95/month before usage.
A$99/user/month
Ex GST · A$990/year, billed annually (10 × monthly)
Platform fee plus A$29 per user beyond the platform.
Platform fee only; A$29 per calling user, plus number and call usage.
AUD ex GST. Five calling users is A$95/month before number and usage. Coaching and quality management add Professional A$99/user/month + A$29/user. Annual is charged as 10 × monthly.
Starter is priced per calling user. Number and call usage are separate lines with their own rate and allowance, confirmed on the checkout screen before anything is charged.
Talk to sales
Magic Group and multi-entity groups are scoped by sales. Bring your entity count, user bands and any consolidation requirements, and they will quote the configuration — monthly, with the annual invoice stated as 10 × monthly.
How Magic handles calls
Voice questions
Start with one real call
Book a Voice test and complete a bounded call, or explore the sample call above. Provision a live calling setup only when the record has earned it.