Agents

An agent is the thing that talks to people. It has a voice, a prompt telling it how to behave, and a set of skills letting it do things like transfer a call or book an appointment. Go to Agents and select Create Agent to build one from scratch, or Generate Agent to have one built from a description. The editor has six tabs. You can save at any point and come back.

---

​

Basic Information

​

Voice, language and speed

The top row sets how the agent sounds. Select the voice name to browse and preview others, set the Language, and use Speed to make the agent talk faster or slower. Reset to recommended puts the voice back to the default for the language.

​

Initial Message

The first thing the agent says. Keep it short and say who is calling. You can use variables here, written in curly braces, so Hi {first_name} greets people by name.

​

Voicemail Message

What the agent leaves if it reaches an answering machine instead of a person.

​

Skills

Skills are the things the agent can actually do during a call. Select a skill to turn it on, then configure it. Most need configuring before they work. Each skill has its own settings. Call Routing is a good example of the shape they take: You set a phrase, and when it is said the call transfers. Two things there are easy to miss:

• The trigger can listen to the bot or the human, so you can transfer based on what the caller says, not only on what the agent says.
• Transfer type is either Direct transfer, which connects immediately, or Warm transfer, which explains the call to the recipient first.

​

Agent Prompt

The prompt is where you tell the agent who it is and how to behave. You can write it yourself, start from a saved prompt using the dropdown, or have one written for you. Generate Prompt asks what you want the agent to do and writes a prompt tuned for phone conversations. Describe the job in plain language, including the role, the tasks, and what a good call looks like.

---

​

Data

The Data tab is how an agent knows something before the call starts, and what it can look up while the call is running. Context sources, fallback values, outbound context memory and knowledge bases all live there. See Data.

---

​

Advanced Settings

Add Webhook and Add Actions attach a webhook or a library action to this agent.

---

​

Testing before you go live

The right hand panel has Test Agent, which offers two ways to try the agent:

• Start Browser Call talks to it through your microphone, with no phone number needed.
• Start Phone Call places a real call.

Past test calls are listed beside it, and you can resume from any point in a previous conversation by selecting a line the agent said. That is the fastest way to re-test one awkward moment without repeating the whole call. For repeatable testing rather than one-off calls, see Testing an agent.

---

​

Getting the API call

More then Show equivalent code gives you the exact API request for the agent as you have configured it, in curl, python, javascript, php, go or java. This is the quickest way to move from building by hand to building by API. Configure one agent the way you want it, copy the request, and change what you need.

---

​

Where to go next

• Decide what to extract from each call in Post-call.
• Build a repeatable test suite in Testing an agent.
• Give the agent a phone number in Numbers.
• Put the agent on your website in Web widget.