What is an AI Agent?
An AI Agent is your virtual receptionist, sales rep, or customer service voice. Each agent has its own name, voice, personality, knowledge base, tools, and settings. Agents handle inbound calls and can also make outbound calls through campaigns.Anatomy of an agent
Every agent is built from five parts. You configure each one, then the agent puts them to work on live calls.How to create an agent
When you click Create Agent, you choose between two creation paths.Standard
Recommended. Paste your website URL, we crawl it and auto-build an agent trained on your business in under 60 seconds. No configuration needed.
Advanced
Step-by-step wizard with full control over voice, personality, identity, objectives, tools, and detailed settings.
Configuration
After an agent is created you can refine every aspect from the agent’s edit drawers.Identity
- Name, what callers will hear and how the agent appears in your dashboard
- Direction, inbound, outbound, or both
- First message, what the agent says when a call connects
- Personality / system prompt, the rules and tone the agent follows
Voice
Pick from a wide library of natural voices spanning multiple languages and accents. Each voice can be previewed before you save.Knowledge base
Upload PDFs, docs, or paste text the agent can draw from during a call:- Business information
- Service descriptions and pricing
- FAQs
- Product catalogues
Tools
During a call the agent can take real actions: book appointments, take payments, transfer to a human, search the web, send follow-ups, and reach into your own systems through connectors or custom HTTP tools. See Agent Tools & Connectors for the full catalog.Phone numbers
Assign one or more phone numbers to the agent. Inbound calls to those numbers route to this agent. See Phone Numbers.Scheduling and availability
Set the hours the agent should answer live, and what to do outside those hours (voicemail, transfer, or fallback message).Quick Test
Use the Quick Test button on any agent to start an instant web call. This lets you have a real conversation with the agent, no phone needed, to validate behaviour before going live.Concurrent calls (slots)
Concurrency is how many calls one agent can handle at the same time. Professional includes 5 concurrent call slots; Real Estate includes 10. Buy additional slots at $15/slot/month if you need more headroom.Agent status
Agents have a simple on/off state:Best practices
Writing effective prompts
Writing effective prompts
Be specific about what your agent should do.Good example:Avoid vague instructions like “Be helpful and answer questions.”
Choosing the right voice
Choosing the right voice
Match the voice to your brand:
Test before you go live
Test before you go live
Always Quick Test before assigning a phone number:
- Click Quick Test on the agent
- Have a real conversation, including edge cases
- Try transfer scenarios and difficult questions
- Review the transcript afterwards
- Adjust the prompt and re-test