Build & manage

AI agents

An agent is the AI that talks to your callers. This guide covers creating one, the settings that shape how it sounds and behaves, and how publishing works.

Voice vs. SMS agents

A Voice Agent answers and makes phone calls. An SMS Agent handles text conversations. You choose the type when you create the agent, and you can Convert to SMS/Voice later from the agent's menu.

Creating an agent

  1. 1

    Choose how to build

    From Agents, use Quick Setup for a guided wizard, or Advanced Mode to open the full editor. Quick Setup can generate a full configuration from a plain-English description of what you want the agent to do.

  2. 2

    Edit in the agent editor

    The editor has three tabs: Basic (settings), Flow (visual call logic), and Simulate (testing). A How to panel, version History, and the Publish button sit in the header.

Core settings

The most important controls in the Basic tab:

  • System Prompt — the instructions that define the agent's role, personality, and rules.
  • Greeting Message — the first thing the agent says when a call starts.
  • Speech Settings (voice) — eagerness, interruption sensitivity, and backchanneling (those natural "mm-hm" acknowledgements).
  • Call Settings (voice) — assigned phone number, ring delay, max call duration, silence timeout, whether callers can interrupt, and voice-activity sensitivity.

Voice, language & model

SettingOptionsNotes
Voice (TTS)Cartesia, Deepgram, OpenAI, GrokPick a voice and preview it; adjust speed and volume.
LLMOpenAI, Anthropic (Claude), GrokChoose the model and set a temperature for how creative replies are.
Transcription (STT)DeepgramSpeech-to-text for voice calls (managed for you).

Tools & connections

  • Calendar Integration — connect a calendar (see Integrations) so the agent can check availability and book appointments.
  • Call Transfer (voice) — hand the call to a human by setting transfer numbers; the agent gets a transfer tool it can use mid-call.
  • Functions / Tools — let the agent call your own webhook mid-conversation (for example, to look up an order). Requests are signed so you can verify them.
  • Payment Settings — collect payments during a call when you've connected Stripe.

Long knowledge belongs in a Knowledge Base

Keep the system prompt focused on behavior. For product catalogs, policies, and FAQs, use a Knowledge Base instead of pasting everything into the prompt.

Publishing & versions

Every save creates a draft version. Click Publish to make a version live (you can add a description). The History panel lists all versions with a green Live marker and lets you Publish or Restore any of them.

Inbound voice agents need a number to publish

An inbound voice agent must have a phone number assigned before it can be published — you'll be prompted to buy or assign one. See Phone numbers.

Test before you ship

Use the Simulate tab to run AI-generated callers against your agent, or the Test Chat / Test Audio panel to try it yourself. For branching call logic, build it visually in the Flow builder.

Still need help?

Can't find what you're looking for? Send us a message and our team will get back to you.

Contact support