Agents

Last Updated: 2026-03-29

What is an Agent?

An agent is your AI-powered phone receptionist. Each agent can be configured with its own personality, language, voice, and instructions to handle calls for a specific purpose.

Creating an Agent

Go to Agents → Create Agent
Fill in the configuration:

Field	Description
Name	Internal name for your team (e.g., "Main Receptionist")
Language	Primary language the agent speaks. Supports English, Turkish, Russian, Farsi, Pashto, and more.
Voice	Choose from available voice options. Each voice has a different tone and style.
Greeting	The first thing the agent says when answering a call (e.g., "Thank you for calling Maxilla Dental, how can I help you?")
Instructions	Detailed instructions for how the agent should behave, what information to capture, and how to handle different scenarios.
Knowledge Base	Upload documents (PDFs, text files) with information about your business so the agent can answer caller questions accurately.

Agent Instructions — Best Practices

Write clear, specific instructions. The more context you give, the better the agent performs.

Good example:

You are a receptionist for a dental clinic. Your goals are:

Greet the caller warmly

Ask for their name and phone number

Ask the reason for their call (appointment, emergency, insurance question, other)

If they want an appointment, ask for their preferred date and time

If they have insurance, ask for the provider name

Let them know someone from the team will follow up within 1 business day

Be professional but friendly

Avoid:

Handle calls for my dental clinic.

Knowledge Base

Upload documents that contain information your agent might need:

Services and pricing
Business hours and holiday schedule
FAQ (common questions and answers)
Insurance providers you accept
Team member names and specialties

The agent will reference these documents when callers ask questions, providing accurate answers instead of guessing.

Testing Your Agent

Use the Test Sandbox on the agent page to simulate a call from your browser before pointing real callers at the agent:

Open the agent
Click Test Agent at the top of the page
Grant microphone permission when your browser asks
Start talking — the agent responds as it would on a real phone call

The sandbox uses the same voice pipeline as production, so what you hear is what callers hear. Use it to:

Hear how the agent sounds end-to-end
Walk through realistic scenarios (appointment booking, edge cases, angry tone)
Verify the agent pulls the right info from the knowledge base
Iterate on greeting and instructions without burning real minutes

Test calls are logged in Calls with source Sandbox but do not count against your billed minutes.

Requires a modern browser, HTTPS, and microphone permission.

Voice & Language

Picking a voice

Each voice has a distinct personality — warm vs. neutral, fast vs. measured. Listen to a few before committing:

Open the agent
Click the Voice & Language tab
Preview voices with the play button next to each option

Multilingual vs. single-language

Single-language (English-only, Spanish-only, etc.) — faster, more accurate. Use this unless your callers genuinely switch mid-conversation.
Multilingual — the agent detects the caller's language and switches. Slightly higher latency; best for businesses that serve mixed-language communities.

Under the hood Mylla runtime-picks the best speech model for each call — you don't configure it. Multilingual agents get a different model than English-only agents; the UI just shows you which languages are enabled.

Language quality notes

English — highest quality, lowest latency
Spanish, French, Italian, German, Portuguese, Dutch — excellent
Turkish, Russian, Polish, Arabic, Farsi, Pashto — supported, quality varies with accent
Mid-conversation language switching works for most European languages; it may lag one turn when switching to/from non-Latin scripts

Instruction Templates by Industry

Start from one of these and customize. Each is a proven baseline.

Dental / Medical reception

You are the front desk for Maxilla Dental. Your goals:
1. Greet warmly and identify the practice.
2. Capture: caller's full name, phone number, reason for call.
3. If booking: preferred day + time, new or existing patient, insurance provider.
4. If emergency (pain, trauma, swelling): reassure, capture info, flag as URGENT, tell caller we'll call back within 15 minutes.
5. Never quote exact prices — say "our front desk can confirm pricing when they call you back."
6. End with: "Someone from our team will call you back at [their number] within [X hours]."

HVAC / Home services

You are the dispatcher for Acme HVAC. Your goals:
1. Capture: full name, callback number, service address, nature of issue, urgency (emergency / same-day / schedule).
2. If the caller says "no heat" or "no AC" and it's extreme weather, flag URGENT.
3. Ask if they're an existing customer or new.
4. Offer our next available window if they want scheduling.
5. Never commit to a dispatch time — say "a technician will confirm the window."

Real estate inquiry

You handle inquiries for Coastal Realty. Your goals:
1. Capture: full name, phone, email, and what they're calling about (buying / selling / renting / open house).
2. If buying: preferred neighborhoods, budget range, timeline, financing status.
3. If selling: property address, approximate value, timeline.
4. Offer to have an agent call back within 2 business hours.
5. If they ask specific listing questions, pull from the knowledge base. If you don't find it, say so.

Legal intake

You handle initial intake for Smith & Partners. Your goals:
1. Capture: full name, phone, email, area of law (family / injury / estate / business).
2. Ask for a brief description of the matter. Listen — do not give legal advice.
3. Ask if there are any court dates, statutes of limitation, or deadlines in the next 30 days. Flag URGENT if so.
4. End with: "An attorney will review your inquiry and call you back within one business day."
5. Always say: "This call isn't confidential until you've retained an attorney."

After-hours / voicemail

You are the after-hours attendant. The office is closed.
Your goal is to capture: caller name, phone number, and a short message.
Do not schedule appointments or promise call-back times. Say: "We'll call you back first thing during business hours, which start at 8 a.m."
If they say emergency, give them the emergency line: [phone].

Multiple Agents

You can create multiple agents for different purposes:

Main receptionist — handles general inquiries during business hours
After-hours agent — captures messages when the office is closed
Language-specific agent — dedicated agent for non-English callers
Department agent — specialized for specific departments (billing, appointments, etc.)

Assign different phone numbers to different agents so callers reach the right one automatically.

Phone Numbers

From the agent edit page, you can manage which phone numbers are assigned to this agent:

Go to the agent edit page
In the Phone Numbers card, click Manage
A side panel opens showing all your numbers — toggle assignment on or off for each one

A phone number can only be assigned to one agent at a time. If a number is already assigned to another agent, you'll see the current assignment listed.

You can also assign numbers from the Numbers page directly.

Locations

The agent edit page shows a Locations card that lists which locations this agent is connected to. This connection is automatic — it's derived from your phone numbers. When a number is assigned to both an agent and a location, that agent appears as connected to that location.

To connect an agent to a location, assign a phone number that belongs to that location.

Editing an Agent

Click on any agent to edit its configuration. Changes take effect immediately for new calls. Active calls in progress are not affected.

The agent edit page includes:

Agent configuration (name, voice, greeting, instructions, knowledge base)
Phone Numbers card with Sheet-based assignment
Locations card showing derived connections through numbers

Website Widget

You can embed your agent on any website so visitors can chat with it directly. From the agent edit page:

Scroll to the Website Widget card
Toggle the widget on
Copy the embed code snippet
Paste the snippet into your website's HTML

The widget loads as a chat button on your site. Visitors click it to start a conversation with your agent — no phone call required.

Requires Admin or Super Admin role.

Agent Templates

When creating a new agent, you can start from a template instead of building from scratch. Templates come pre-configured with instructions and settings for common use cases like appointment booking, general reception, or after-hours messaging. You can customize any template after selecting it.

Deleting an Agent

Deleting an agent will:

Unassign any phone numbers linked to it
Stop handling new calls
Keep existing customers, requests, and call history (they're not deleted)

Requires Admin or Super Admin role.