Agent Configuration Guide
Complete guide to every setting when creating or editing an AI agent.
Basic Identity
Set the Agent Name (what callers hear), Owner Name (the team member), Owner Name Phonetic (pronunciation guide for uncommon names), Title (job title like "Sales Manager"), and Nicknames/Aliases (alternate names callers might use).
Voice Selection
Choose from 50+ natural-sounding voices. The dropdown previews each voice name. Pick a voice that matches your brand personality — professional, friendly, authoritative, or casual.
Greeting Message
The Begin Message is the first thing your AI says when answering. Example: "Thank you for calling Acme Dental, this is Sarah, how can I help you today?" Keep it natural and under 2 sentences.
Agent Description
Describe your agent personality and background. This shapes how the AI behaves. Example: "You are a friendly, professional receptionist for a busy dental practice. You are warm but efficient."
Business Description
Describe your business in detail — services, products, pricing, hours, policies, FAQs. The more detail you provide, the better your AI handles questions. Personal agents can inherit this from the receptionist with the checkbox option.
Languages
Set a Primary Language (what your AI defaults to) and enable Secondary Languages. Your AI can detect and switch languages mid-call. 13 languages are supported: English, Spanish, French, Portuguese, German, Italian, Dutch, Mandarin, Japanese, Korean, Arabic, Hindi, and Russian.
Timezone & Hours
Set the agent timezone and appointment hours. Check which days are available and set start/end times. This controls when your AI offers appointment slots and how it handles after-hours calls.
Transfer Number
The phone number where live calls transfer when someone requests a real person. Usually the team member cell phone or desk phone.
Routing Rules
Two options: (1) Keyword-based routing — set up a grid mapping keywords to team members (e.g., "billing" routes to accounting). (2) Text-based instructions — write natural language rules like "If the caller asks for sales, transfer to Trevor." Personal agents can inherit routing from the receptionist.
Chat Widget
Each agent gets a unique chat link and embed code. The Chat Link is a shareable URL for direct chat access. The Embed Code is HTML you paste into your website to add a chat widget. Customize the widget primary color to match your brand.