This guide covers all the configuration options available when creating or editing an AI Agent.
A descriptive name for your AI Agent. This is used for identification in the portal and does not affect how the agent behaves on calls.
Example: "Main Reception", "After Hours Support", "Sales Enquiries"
Select a visual representation for your AI Agent. This is displayed in the portal for easy identification.
Choose the voice your AI Agent will use when speaking to callers. Different voices have distinct characteristics - select one that best represents your brand.
An internal description of what this agent does. This is for your reference only and is not used by the AI.
The first thing your AI Agent says when answering a call. This should be welcoming and set expectations for the caller.
Tips:
Example:
"Good morning, thank you for calling ABC Company. I'm your virtual assistant and I can help you with general enquiries, transfer you to a team member, or take a message. How can I help you today?"
We have some built in magic variables to help create a more personable experience.
| variable | description | example |
|---|---|---|
| [caller_name] | The name of the caller ( if known from, looked up from your contacts ) | John |
| [morning_afternoon] | if it's morning or afternoon based on the current time and the timezone your phone number is set to | Morning |
| [closed_busy] | If time conditions are used on the number that this agent is associated with, then it will use those time conditions to know if the call is in your business hours. If it is inside hours say busy or if closed say closed | Closed |
Detailed instructions that tell the AI how to behave and what information to provide. This is where you define the agent's personality, knowledge, and capabilities.
See Writing Effective AI Instructions for detailed guidance.
Additional guidelines and policies the AI should follow. Use this for:
Example:
"Our business hours are Monday to Friday, 9am to 5pm AEST. We do not provide quotes over the phone - all quotes must be requested via our website. For emergencies outside business hours, callers should contact our emergency line at 1800 XXX XXX."
Enable or disable specific capabilities for your AI Agent:
When enabled, the AI can transfer calls to extensions within your phone system.
How it works:
Note: For call transfer to work, users must have extensions configured in the system.
When enabled, callers can leave messages that are transcribed and emailed.
How it works:
When enabled, call summaries and messages are automatically sent via email.
The email address where messages and notifications should be sent.
After configuring all settings: