Building your agents
An agent has a voice, opening line, system prompt, analysis fields, and tools. Start from a template, replace its business details, rehearse the workflow, and save.
Create an agent
- Open Agents and select New agent.
- Choose the closest template.
- Name the agent and choose a voice.
- Replace every template field with a verified business fact.
- Configure the tools the agent needs.
- Save the agent and run a practice call.
Choose a template
Templates cover sales qualification, trade-show follow-up, inventory questions, real-estate intake, home-service qualification, inbound reception, after-hours answering, appointment reminders, appointment booking, missed-appointment recovery, order-status requests, surveys, customer reactivation, and payment reminders.
Templates are editable starting points. Use the one closest to the call you need to handle.
Prompt
The Prompt tab controls the agent name, voice, language, opening line, system prompt, and attached knowledge base.
Use double-brace variables such as {{contact_first_name}} for values supplied on each call. Replace single-brace template fields such as {offer} or {payment_portal} with verified text before saving.
Put every required statement, limit, objection response, and next step in the system prompt.
AI disclosure enabled. Keep this on so the agent identifies itself as an AI assistant at the start of each call.
Voice and behavior
Use these controls to tune how the agent sounds:
- Speaking speed controls pace.
- Expressiveness controls vocal variation.
- Responsiveness controls how quickly the agent replies.
- Interruption sensitivity controls how readily the agent yields.
- Backchanneling adds short listening acknowledgements.
- Ambient sound adds an optional background environment.
- Boosted keywords improve recognition for names and industry terms.
- Voicemail detection uses the voicemail message you provide.
- Max call length, End after silence, and Opening delay control timing.
Analysis
Analysis fields turn a completed call into structured answers. Each field has a key, type, and extraction instruction.
- Boolean stores yes or no.
- Selector stores one configured option.
- Text stores a short answer.
- Number stores a numeric value.
Success criteria describe the result the agent is trying to achieve. Review extracted values against the call transcript.
Tools
Enable only the tools the agent needs. Complete every required field before saving a live agent.
| Tool | Use |
|---|---|
| End call | End a completed conversation or opt-out cleanly. |
| Transfer to a human | Prepare a durable fallback, then attempt an allow-listed live conference transfer to a number in international format, such as +15551234567. Never claim connection until the call record confirms it. |
| Check availability | Read available Cal.com times. |
| Book appointment | Create a selected Cal.com appointment. Confirm it only after the tool succeeds. |
| Check inventory / specials | Retrieve text facts from the attached local knowledge base. |
| Press digit | Navigate a phone menu. |
| Extract variable | Capture a configured value from the conversation. |
Knowledge base
A knowledge base stores text facts.
- Open Settings → Knowledge base.
- Create a base.
- Add text sources.
- Attach the base from the agent's Prompt tab.
- Enable Check inventory / specials when a phone agent needs to retrieve its text.
Add the text sources the agent needs. Put must-say facts in the system prompt.
A base cannot be deleted while an active agent uses it. A base with an unfinished sync stays read-only until the sync finishes.
Test the agent
The Playground lets you practice the opening line with sample responses and local knowledge.
Test call creates a call record with a sample transcript and analysis. Talk time uses the normal minute and wallet allowance.
Use one monitored call to evaluate the configured voice, prompt, connected tools, and audio.
Clone and archive
- Clone creates an editable copy.
- Archive makes an agent read-only and removes it from new calls and number assignment. The Numbers page shows any phone-number update still in progress.
Your plan controls the number of active agents.