Configure your agent
Shape what your agent says and does — its voice and languages, what it knows, the flow of the call, and what happens when the call ends.
Open Voice Agents and pick an agent from the list on the left. Everything about it lives in four tabs.
| Tab | What you set there |
|---|---|
| Profile | Name, call type, voice, languages, guardrails |
| Context | Knowledge the agent can draw on, and variables |
| Prompts | The conversation itself, step by step |
| Actions | What happens during and after the call |
Saving
Edits across every tab collect into one draft. A pill appears at the bottom of the screen when you have unsaved work — Save Changes commits all of it, Cancel throws it away.
The pill stays visible while you move between tabs. Change the voice on Profile, redraw a step on Prompts, and one Save Changes commits both.
Profile
Details
Agent name is what you call it. Company is who the agent says it's calling from.
Call type
Channel decides how this agent connects to people:
- Outbound — calls people: leads, customers, anyone on a list.
- Inbound — answers calls made to one of your numbers. Pick the Number to answer on; this is required and the agent can't be saved without it.
- Web — takes calls in the browser, with no phone line involved.
Two switches sit below:
- Detect voicemail — marks a call as voicemail when an answering machine picks up.
- Record calls — recordings and written transcripts are kept for every call.
Voice
Set the Model Tier, the Language, an optional Second language, and the Voice itself.
Stay in these languages controls whether the agent may switch mid-call:
- On — the agent only uses the two languages above.
- Off — the agent may switch to any language it supports to match the caller.
Turn Stay in these languages on if your agent drifts into a language you didn't choose. See Agent switches language.
Pronunciation
Say it like this teaches the agent to pronounce a name the way you say it — a brand, a product, a place.
Guardrails
Never say holds the things this agent must never say, promise, or imply — even if the caller asks directly.
Disclaimer
What the agent says about being an AI. Three options: say so when asked, say so at the start, and say the call is recorded.
Leave them alone to follow the rules for your country.
Context
Knowledge base
Documents this agent can look things up in while it's on a call. Tick one to attach it.
See Knowledge Base for how to add content.
Customer variables
Values filled in per call from your audience list in campaigns — a first name, a course, an appointment time.
Prompt variables
Fixed values the agent can drop into any prompt. Unlike customer variables, these are the same on every call.
Prompts
The Prompts tab shows the call as a flow: one card per step, wired together in the order the conversation can take.
Click a step to open its detail window. You can drag the window around and resize it, so the step you're reading about stays visible behind it.
Each step carries:
- What this step is for — the goal of this part of the call.
- What the agent says — the instructions for this step. For the first step, that includes the opening line.
Draw a wire between two steps to say the conversation can go that way. Everything you change here saves with the rest of the agent.
If someone else changes this agent's flow while you have the canvas open, your unsaved flow changes can't be written on top of theirs — the save pill says Unsaved changes · not the flow, and Save Changes commits everything except the flow.
Your Profile, Context, and Actions edits are still safe to save. To get your flow changes back, reload the agent to pull in the newer flow, then redo them on top of what actually landed.
Actions
Call transfer
Hand the caller to a person when the agent can't help.
Set Transfer calls to, Give up after this many replies, and When to transfer — a plain description of the situations that should reach a human.
Not available for web agents, or on numbers that don't support it.
Email summary
Who gets emailed about this agent's calls.
Leads come from (Sources)
Which sources feed this agent. If nothing feeds it, this agent only calls people from campaigns and manual test calls.
Send call details to (Destinations)
Tick the destinations that should receive this agent's call details after every call.
A destination configured under Integrations does nothing until it is ticked here.
Test it
Test call at the top of the agent dials you so you can hear the agent for yourself.
For an inbound agent there's nothing to dial — call its own number instead, and the tooltip tells you which number that is.