🤖 Agents Overview

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What Are AI Agents?

Think of an AI agent as a virtual employee that can make phone calls for you. Just like a real person, it needs:

• A name to identify itself
• Instructions on what to say
• Rules to follow during conversations
• The ability to handle different situations

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How to Create Your First AI Agent

Creating an AI agent is like filling out a form - you provide information, and the system builds your virtual caller. Here’s how it works:

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Visual Guide: Agent Creation Process

Here’s a simple flowchart showing the complete agent creation process:

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Step 1: Start Creating Your Agent

1. Go to the Agents section in your dashboard
2. Click the “Add New Agent” button
3. You’ll see a form with several sections to fill out

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Step 2: Basic Agent Information

This is where you give your agent its identity:

Field	What to Enter	Example
Agent Name	What you want to call your agent	”Sarah from Customer Service”
Organization Name	Your company or business name	”ABC Corporation”

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Step 3: Call Messages

These are the messages your agent will say in different situations:

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Greeting Message

• What it is: The first thing your agent says when someone answers the phone
• When it’s used: Every time someone picks up the call
• Example: “Hello, this is Sarah from ABC Corporation. I’m calling about your recent order.”

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Voicemail Message

• What it is: What your agent says when the call goes to voicemail
• When it’s used: When no one answers and the call goes to voicemail
• Example: “Hi, this is Sarah from ABC Corporation. Please call me back at 555-123-4567 when you have a moment.”

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Step 4: Call Context (The Brain)

This is where you give your agent its intelligence - what it knows and how it should behave:

1. Click “Next” after filling out the basic information
2. You’ll see the Call Context section
3. This connects to your Prompt settings - click on “prompt” to go to that page
4. The prompt contains all the instructions your agent needs to have natural conversations

Think of the prompt as a script and rulebook that tells your agent:

• How to introduce itself
• What questions to ask
• How to handle different responses
• When to transfer calls
• How to end conversations

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Step 5: Add Rules (The Boundaries)

After setting up the call context, you’ll move to the Rules section:

1. Click “Next” to proceed from Call Context
2. You’ll see the Add Rules section
3. Rules help control your agent’s behavior and set limits

Rules are like safety guidelines that prevent your agent from:

• Going off-topic
• Making inappropriate statements
• Spending too long on calls
• Violating company policies

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What Happens After You Create an Agent?

Once you’ve completed all the steps:

1. Click Save then it is ready to use
2. You can test it with a sample call
3. You can edit it anytime to make improvements
4. You can use it in campaigns or individual calls

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Common Questions About Agents

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How Many Agents Can I Create?

• You can create as many agents as you need
• Each agent can have different personalities and purposes
• You might have one for sales, another for customer service, etc.

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Can I Change My Agent Later?

• Yes! You can edit your agent anytime
• Change the name, messages, or rules
• Update the prompt to improve performance
• Test different versions to see what works best

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What Makes a Good Agent?

• Clear purpose - Knows exactly what it’s calling about
• Professional tone - Sounds trustworthy and helpful
• Good instructions - Has a well-written prompt
• Appropriate rules - Stays within boundaries
• Natural conversation - Doesn’t sound robotic

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Best Practices for Creating Agents

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1. Start Simple

• Begin with basic information
• Add complexity gradually
• Test before adding advanced features

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2. Be Specific

• Give your agent a clear role
• Write specific, actionable instructions
• Set realistic expectations

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3. Test and Improve

• Always test your agent before using it
• Listen to call recordings
• Make adjustments based on results
• Ask for feedback from your team

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4. Keep It Professional

• Use appropriate language
• Avoid slang or jargon
• Maintain a consistent tone
• Follow your company’s voice

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Next Steps

Now that you understand how to create agents:

1. Go to the Agents section and click “Add New Agent”
2. Fill out the basic information (name, organization, messages)
3. Set up the call context by configuring your prompt
4. Add appropriate rules to keep your agent on track
5. Test your agent to make sure it works correctly

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Need help with prompts? Check out our Prompt Guide to learn how to write effective instructions for your AI agents. Want to learn about tags? Visit our Tags Guide to understand how to add special commands to your prompts.