Agent Setup
Agent Creation
Agents are created and managed in the "Manage Team" section. Go here and to the AI Agents tab, then click add agent, select the starting persona you would like to use and then add them to the team. Please note:
You can change the voice at any time later (you may even clone your own)
The agent will consume 1 paid seat on your account
Agent Configuration
Just assign the agent a phone number and then ensure all the settings are populated and you're ready to go. You can also choose to clone your own voice if you would like.
Agent Behavior
Lead Qualification
Based on the service descriptions you have given the agent, it will aim to qualify the caller in or out. If the caller is looking for other services, the agent will try to see if they might still be interesting in your services.
If Disqualified
If this was an outbound call, the project associated will be moved to the DQ stage selected in the agent settings.
If this was an inbound call, the contact will be created and the call will be recorded, but nothing will be processed past that.
If Qualified, then the agent will proceed to try to book them in.
Appointment Booking
If the lead has progressed to this stage the agent will provide them with a selection of times available for them. Availability is based on the assignees list and the event type selected.
For inbound call booking
the agent will collect any needed information and create a new project
For outbound call booking
the agent will collect any needed information and use the existing project
If no times available / work
the agent will create a task to follow up
Task Creation
If the caller doesnt want to book a time just yet, or any other issue comes up, the agent will aim to create a task for the team to follow up. On the task UI you can also review the specific call. If this was an outbound call, it will associate the task to the project.
Do Not Contact
If the caller says they do not want to be contacted, we will opt the contact out of phone/message communications.
Monitoring Agents
Call Activity
In the contact or project activity you will see the agent calls, logged like any other call in the system, just with the agent's profile.
In the calls tab you can filter to look at just an agents calls
Message Activity
If a contact sends a message to the agents phone number, this will create an agent conversation which users can then respond to, the agent will not send any text messages currently.
In your account settings you can enable AI Agent message notifications. These are then sent to all assignees and task assignees on an agent.
Remember the user must have permissions set to be able to view the agent's messages
Transcripts and Feedback
When looking at an agent call you can click to see the transcript, summary, and recording. You also have the option here to leave feedback on a specific call for our team to review and improve the agent model.
Other Notes
Max call time
Agent calls have a max call length of 10 minutes to avoid spam callers wasting agent time. All typical calls would be finished in less than 5 minutes.
Permissions
For users to be able to specifically filter calls and messages and see the agents ones, they need to be admins or be given access to the agent in permissions.
ProCredits
Agents consume 3 ProCredits per minute.
Recording and AI Disclosure
To comply with regulations, the first time a caller interacts with an AI Agent they will be informed the call is being recorded and that they are speaking to the "AI Assistant" but subsequent calls wont have this message.
If the call is to a contact who was created through a web form, this message will have been shown on the web form and then these contacts wont have the message given.