AI Agents

📖 Introduction

AI Agents are intelligent voice assistants that can answer calls, have natural conversations with callers, and perform actions. They use advanced AI (GPT-4o Realtime) to understand speech and respond in real-time.

• Answer incoming calls automatically
• Have natural conversations with callers
• Answer questions about your business
• Collect information from callers
• Transfer calls to humans when needed
• Integrate with external tools (calendars, CRM, etc.)

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🎯 Common Use Cases

📋 Prerequisites

• [ ] AI Provider configured (OpenAI recommended)
• [ ] AI Profile created
• [ ] Extension or inbound route to connect to the agent

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🖥️ Accessing the Module

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📝 Form Fields

General Tab

Persona Tab

This is where you define the agent's personality and knowledge.

Example System Prompt

You are a friendly and professional receptionist for Acme Corporation.

About Acme Corp:
- We are a software company specializing in business solutions
- Office hours: Monday-Friday, 9 AM to 5 PM Eastern
- Located at 123 Main Street, New York, NY

Your responsibilities:
- Greet callers warmly
- Answer questions about our company and services
- Transfer calls to the appropriate department
- Take messages if the requested person is unavailable

When transferring:
- Sales inquiries → Extension 1001
- Support issues → Extension 2001
- Billing questions → Extension 3001

Keep your responses concise and professional.

Behavior Tab

Capabilities Tab

Knowledge Tab

Upload documents to give the agent specific knowledge:

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🚀 Practical Example: Reception AI Agent

Scenario

Create an AI receptionist that:

• Answers the main phone line
• Greets callers and answers basic questions
• Transfers to Sales (1), Support (2), or takes a message

Step 1: Create the AI Agent

Step 2: Configure Persona

"Good morning! Thank you for calling Acme Corporation. My name is Alex, how can I help you today?"

You are Alex, the AI receptionist for Acme Corporation.

Company Information:
- Acme Corp is a technology company founded in 2010
- We provide software solutions for small businesses
- Office hours: 9 AM - 5 PM Eastern, Monday-Friday
- Main office: 123 Tech Drive, San Francisco, CA

How to Help Callers:
- For sales inquiries, transfer to extension 1001
- For technical support, transfer to extension 2001
- For billing, transfer to extension 3001

Behavior Guidelines:
- Be friendly and professional
- Keep responses brief and clear
- If you don't know something, offer to transfer to a human
- Never make up information

Step 3: Configure Behavior

Step 4: Connect to Inbound Route

Route your main phone number to extension 5000 (the AI Agent).

Caller dials main number
    ↓
Inbound Route → AI Agent (ext 5000)
    ↓
AI greets and has conversation
    ↓
Transfer to appropriate extension

Step 5: Test

1. Call your main number
2. Verify the AI greets you
3. Ask a question about the company
4. Ask to speak to sales
5. Verify transfer works

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💡 Tips & Best Practices

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❓ Frequently Asked Questions

A: The AI supports many languages including English, Spanish, French, German, Portuguese, and more. Set the language in the agent configuration.

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A: Yes, each call creates a separate AI session. There's no practical limit to concurrent calls.

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A:

1. Refine your system prompt with more specific instructions
2. Upload knowledge documents with accurate information
3. Review call transcripts to identify misunderstandings
4. Adjust behavior settings (greeting protection, timeouts)

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A: Yes, with the Calendly integration enabled in Capabilities. The AI can check availability and book meetings.

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A: Configure "Transfer on Request" so when callers ask for a human, the AI transfers them to your fallback destination.

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🔗 Related Modules

• AI Providers — Configure AI credentials
• AI Profiles — Voice and model settings
• Inbound Routes — Route calls to AI agents
• Ring Groups — Transfer destinations

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