Create Agent

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Step 1: Basic Information

• Agent Name
  Internal name used to identify your agent in the platform.
• Agent Type
  • Inbound – Handles incoming calls to your number.
  • Outbound – Makes calls to your contacts.
• Maximum Call Duration
  Time limit per call (allowed range: 1–30 minutes). Use lower values for triage or high-volume flows.
• Intelligence Type
  • Standard AI – Uses general AI knowledge for conversations.
  • Knowledge-Based – Uses your uploaded documents to answer domain-specific questions.
• Optional Call Settings
  • Enable answering machine detection – Detects voicemail/answering machines.
  • Add office background ambience – Subtle noise to sound more natural.
  • Record calls – Required to access transcriptions, recordings, and extracted data.

    If disabled, transcripts/recordings and any extracted entities won’t be available.

• Retry Attempts & Delay
  • Retry Count – Number of retry attempts if the call fails (e.g., 0 by default).
  • Retry Delay (minutes) – Time between retries (e.g., 30 by default).
• Welcome Prompt Delay (ms)
  Delay before playing the initial greeting (e.g., 1000 ms for a natural pause).
• Webhook URL (Optional)
  Endpoint to receive call events and transcripts in real time. Ensure it returns 200 OK.

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Step 2: Voice & Language

• Language – Primary conversation language (e.g., English, Spanish, etc.).
• Audio Speed – Slider to set Slow / Normal / Fast pacing.
• Voices – Choose from Default Voices (male/female options) or Cloned Voices.
• Preview – Use the play icon to audition a voice before saving.

Tip: Keep speed at Normal for booking/sales flows; increase slightly only if users are impatient or scripts are short.

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Step 3: Prompts & Behavior

• Category
  Select the category that best matches your use case.
• Greeting Message
  First sentence the caller hears when the call connects. Keep it short, friendly, and on-brand.
• Conversation Prompt
  Detailed instructions that set role, tone, policy boundaries, and objectives.
  Include guidance for tricky cases (e.g., rescheduling, objections, emergencies).
• Available Variables
  Use dynamic tags to personalize content. Examples seen in the UI include:
  [address], [agent_name], [amount], [appointment_date], [appointment_type], [city],
  [company_name], [contact_name], [date], [email], [first_name], [name],
  [product_name], [state], [time_of_day], [zipcode].

  Variables are replaced at runtime. Unknown tags resolve to empty values.

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Step 4: Call Actions & Data Extraction

• Call Actions
  • Schedule Appointments – Enables booking flows.
  • Forward to Human – Transfers the call when escalation is required.
• Calendar Integration (Google Calendar)
  Choose the account and specific calendar used for availability checks and booking.
  Events from the selected calendar are respected when scheduling.
• Data Extraction Configuration
  • Define entities you want to capture from the conversation (name + definition).
    Example:
    • Entity: Appointment
      Definition: “Extract appointment details (date/time) from the transcript.”
  • Extracted entities appear in call reports and can be used by integrations.