Agent Details
Clicking on an agent reveals a comprehensive setup panel, allowing you to fine-tune its behavior and capabilities. You’ll find a unique Agent ID for integrations or debugging, and a System Prompt Editor which is your core area to customize the agent’s instructions, personality, and overall conversational flow.Persona
Under Persona, you can define the agent’s identity: Persona Name: The name your agent uses to refer to itself during conversations (e.g., Anna).- Language and Voice: The primary language is selected by default but you can choose a different voice (e.g. accents and gender) that matches your brand’s tone. You can preview the voice directly. If you want to add your own custom voice, please contact [email protected].
- Background Noise: Set an ambient background sound, like “Office,” to make the call sound more natural.
- First Messages: Customize the initial greetings for both outgoing calls (e.g., “Hello, my name is
{{personaName}}from XY. Am I speaking with salutation{{salutation}}{{lastName}}?”) and incoming calls. Dynamic variables ensure personalization.
Calls
The Calls section manages your agent’s telephony settings:- Max Call Length: Set maximum duration allowed for each call.
- Transfer Number: Define a number where the agent can transfer calls if human intervention is needed (e.g., for complex issues or sales handovers).
- Incoming Pickup Number: Assign a dedicated Incoming Pickup Number to route calls directly to this agent. In this case, we recommend enabling Incoming Pickup so the agent can answer calls from unrecognized numbers.
- Recognized Callbacks: Enable Recognized Callbacks so the agent can identify returning callers based on your contact data. Compared to the Incoming Pickup feature, this will only allow callers who have been recognized to call back.
- Call me later: The Call Me Later feature allows customers to request a callback at a more convenient time, which the agent will automatically schedule, if the autodialer is enabled.
- Call recording: Control whether each call is recorded (remember to check relevant regulatory requirements). We recommend enabling call recordings during the testing period to gain better insights into agent behavior and accelerate agent optimization.
Auto Dialer
- Auto Dialer & Strategy: For outbound operations, we recommend enabling the Auto Dialer to schedule missed calls automatically. You can choose between Smart Dialing, an AI-based strategy optimizing for the best call times, or Interval-based dialing, which allows you to set specific intervals between call attempts.
- Max Retry Days: Set the maximum number of days the system will attempt to call a contact using the Smart Dialing strategy, ensuring persistent but not overly aggressive outreach.