AI Agents

An AI agent is the voice assistant that handles your calls. You define its personality, greeting, voice and languages, the tools it can use, which knowledge bases it can consult, and how it behaves on a call. One agent is assigned to a phone number to answer inbound calls.

Where: left nav → Agents (/agents).

Create an agent

1. Go to Agents → New Agent.
2. Enter an Agent Name (required) and an optional Description.
3. Click Create Agent.

The agent is created with sensible defaults (a generic assistant prompt, a greeting, a default voice, and only End Call enabled) and you land on its configuration page to set everything else.

Configure an agent

The detail page has tabs: Agent · Voice · Tools · Knowledge · Appointments · Call History · Analytics · Settings. All tabs share one Save Changes bar that appears at the bottom when you have unsaved edits — only the fields you changed are sent.

One save for the whole page

Edits across every tab are saved together. If you leave with unsaved changes, the browser warns you.

Agent tab — personality & behavior

• System Prompt — defines the agent’s personality, behavior and capabilities. This is the most important field.
• Greeting Message — the first thing the agent says when it answers.
• Allow Interruptions — let callers interrupt the greeting.
• Topic Strictness — how tightly the agent sticks to its prompt: Strict (declines off-topic questions), Moderate (default), or Relaxed (wide range).

Safety guardrails

By default the agent refuses to quote prices, refunds, discount codes, delivery dates, appointment confirmations or legal/medical/financial outcomes unless you authorize it. Use the Copy snippet button to paste an ## Authorized facts block into your prompt to override this for specific facts.

If your plan has the Flow Builder enabled, an Execution mode card lets you switch from Prompt (default) to Flow, binding a published flow. In Flow mode the system prompt is ignored.

Voice tab — voice & language

• Agent Voice — pick from available voices (each shows gender, accent and a description).
• Default Language — the main conversation language.
• Summary Language — the language used for call summaries/analysis (independent of the conversation language).
• Enable Additional Languages — let callers switch language mid-call. Turning this on automatically adds the Change Language tool.
• STT Custom Dictionary — add proper nouns, street or neighborhood names so speech recognition transcribes them correctly. Up to 64 entries, ≤ 60 characters each.

Tools tab — what the agent can do

Tools are grouped by category (Call Control, Scheduling & Calendar, Communication, Information & Data, Integrations, Custom Tools). Toggle a tool on/off with its switch; tools your plan can’t use show an Upgrade Required badge.

Built-in tools include End Call, Warm Transfer, Cold Transfer (zero-minute SIP transfer), Transfer to Agent, Change Language, Save Call Note and Create Support Ticket.

Some tools have a gear icon to configure them:

• Warm/Cold Transfer — add one or more Transfer Rules (a name, a phone number or extension, and a description of when to transfer). At least one valid rule is required to enable the tool.
• Transfer to Agent — pick target agents (only active agents appear), a transfer condition, and an optional greeting.
• Save Call Note — define the fields the agent should collect on the call (key, label, type, required, instruction).

Tip

Appointment and Change-Language tools are added/removed automatically by their toggles (Appointments tab / Additional Languages) — you don’t manage them here.

You can also toggle on your own Custom Tools and bind MCP Servers from this tab.

Knowledge tab — ground the agent in your content

Click Add Knowledge Base and select one of your knowledge bases so the agent answers from your documents. Attached bases show a document count; detach with the ×. Attaching or detaching is an unsaved change — click Save Changes.

Appointments tab — booking

If Google Calendar isn’t connected, connect it first. Then enable what the agent may do: Take bookings, Allow rescheduling, Allow cancellation, Offer callback scheduling. When booking is on you can also set:

• Bookable Resources — which staff/rooms/equipment the agent can book.
• Max Daily Bookings per Customer.
• Auto-select Resource — pick the first available instead of asking.
• Custom Fields — up to 20 fields the agent collects for a booking (text, yes/no, number, date, date & time; required or optional).

Settings tab — call behavior

• Agent Status — Active (can receive calls) or Inactive.
• Call Recording / Call Transcription — turn each on or off.
• Recognize Customer — identify returning callers and brief the agent on their last 5 calls.
• Take turn after silence — how long (0.5–10 s) before the agent speaks into a silence.
• End conversation after silence — 5–120 s (the agent checks “are you still there?” first).
• Maximum call duration — 60–7200 s.
• Webhooks (if enabled for your plan) — tick up to 5 of your account’s webhooks to fire on this agent’s calls. The endpoints, events, payload contents and signing secrets are defined once under Settings → Webhooks; the Webhook history tab lists this agent’s deliveries.
• Danger Zone → Delete Agent — permanent; also deletes the agent’s call history and analytics.

Typical setup

1. Agents → New Agent → name it → Create Agent.
2. Agent tab: write the System Prompt and Greeting; set Topic Strictness.
3. Voice tab: choose a voice and language(s).
4. Tools tab: enable the tools you need and configure transfers.
5. Knowledge tab: attach a knowledge base (optional).
6. Appointments tab: enable booking (optional).
7. Settings tab: set recording/timeouts and switch Status → Active.
8. Click Save Changes, then assign the agent to a phone number.

Tips

• Enabling a transfer tool without a valid target blocks the save — configure at least one rule.
• Flow mode ignores the system prompt and needs a published flow.
• Recording enabled without a consent binding shows a warning (recording is fail-closed).