Agents

Last Updated: 2026-03-18

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 to simulate a call with your agent before going live. This lets you:

Hear how the agent sounds
Test different scenarios
Refine instructions and greeting
Verify knowledge base responses

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, or use IVR routing to direct callers to the right agent.

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

Deleting an Agent

Deleting an agent will:

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

Requires Admin or Super Admin role.