Getting started

Creating your first agent

Go to Agents and click New agent. An agent is defined by:

• Voice and language — choose from the voice catalog. The language controls both what the agent speaks and what it expects to hear. Agents politely decline to switch to languages you haven't enabled.
• Greeting — the first thing callers hear. Keep it short, name the business, and make it clear the caller can just say what's wrong.
• Instructions — the agent's job description. Say who it represents, what it should do, what it must never do, and when to end the call. Concrete beats clever: "Take the job — get the address, what's wrong in their own words, how urgent it is, and when somebody is home" works better than "be helpful".
• Knowledge — attach knowledge-base collections so the agent answers from your documents instead of guessing.

If your company has services selected, the agent you create is seeded with a front-desk brief already in its instructions — the trade rules about emergencies, prices and what to collect on a job. Read it before you change it; most of it exists because of a call that went wrong somewhere.

Start simple, call the agent yourself, and refine the instructions based on what you hear. Small instruction changes make large behavior changes — iterate in short loops.