Agent Configuration

Fine-tune how your agent sounds, handles calls, deals with voicemails, and what background noise it uses. 🎛️

📞 Phone Number Assignment

Assign one or more phone numbers to your agent, and choose the call direction each number handles.

Assigning Phone Numbers

In the Agent Builder, open the Phone Numbers panel on the agent form. Use the number selector to add phone numbers from your account.

For each assigned number, choose the direction:

Direction	Description
Inbound	The agent answers calls made to this number
Outbound	The agent places calls from this number
Both	The number is used for both inbound and outbound calls

Each phone number can only be assigned to one agent per direction — if a number is already in use for inbound calls by another agent, you cannot assign it as inbound for this agent.

Multi-Number Assignments

A single agent can handle calls across several phone numbers at the same time. This is useful when:

• Your firm has local numbers in multiple area codes and you want one agent to cover all of them
• You want one number for inbound client callbacks and a separate number for outbound campaigns

Weighted Assignments

If a phone number is configured with weighted routing (multiple agents sharing the same number), the phone assignment section becomes read-only in the UI. You will see a warning explaining which numbers are affected. Weighted assignments must be changed directly in your telephony provider settings.

TIP

Phone assignment changes take effect immediately when you save your agent — you do not need to publish a new version for phone number changes.

🎙️ Voice Settings

Pick how your agent sounds:

Setting	Description
Voice	Choose from lots of voices (ElevenLabs, Cartesia, and more)
Language	The language the agent speaks (e.g., English US, Spanish, French) 🌍
Responsiveness	How fast the agent replies (0–1 scale; higher = quicker)
Dynamic Responsiveness	When enabled, the agent automatically adjusts its response timing based on the caller's speech rate and turn-taking behavior instead of using a fixed value
Interruption Sensitivity	How easy it is for the caller to interrupt (0–1 scale; higher = easier to interrupt)
Normalize for Speech	Makes the speech sound more natural
Voice Temperature	Controls how much the voice changes between sentences
Voice Speed	How fast or slow the agent talks
Dynamic Voice Speed	When enabled, the agent automatically adjusts its speaking pace to match the caller instead of using a fixed speed value

🔊 Selecting a Voice

Browse and preview voices using these filters:

Filter	Options
Gender	Male, Female
Accent	American, British, Australian, etc.
Age	Young, Middle-aged, Old
Provider	ElevenLabs, Cartesia, Minimax, Fish Audio

Click the play button ▶️ next to any voice to hear a preview before you pick it.

📞 Test Call Transcript History

The Agent Builder keeps a history of test calls so you can review past conversations and compare agent behavior over time. View a list of previous test calls with timestamps and outcomes, open any past call to read the full transcript, and quickly spot patterns or regressions when tuning prompts.

When your agent has a connected form, each test call in the history also shows task outcomes — the AI automatically extracts task completion status, collected field values, and notes directly from the transcript. This lets you confirm form tasks are working as expected without reading the full conversation.

📞 Call Settings

Control how calls work:

Setting	Description
Max Call Duration	The longest a call can be before it ends automatically ⏱️
End Call After Silence	Hang up if nobody talks for a while
Ring Duration	How long to ring before giving up (for outbound calls)
Denoising Mode	How background noise is handled: cancel noise only, or cancel noise + other voices talking

🔢 DTMF (Keypad) Input

Let callers press buttons on their phone to interact:

Setting	Description
Allow User DTMF	Turn on keypad input during calls
Input Timeout	How long to wait for a button press
DTMF Options	What each button does

TIP

Keypad input is great for menus like "Press 1 for English, Press 2 for Spanish" or collecting numbers like dates and account IDs. 🔢

📭 Voicemail Settings

Set what happens when the call goes to voicemail:

Setting	Description
Voicemail Detection	Turn voicemail detection on or off
Detection Timeout	How long to wait before deciding it's a voicemail
Voicemail Action	What to do when voicemail is found

🎬 Voicemail Actions

Action	Description
Hang Up	Just hang up right away
Leave Message	The agent leaves a voice message using your text 🗣️
Static Text	Play a fixed message

💬 Voicemail Message

When the action is "Leave Message," write the text the agent will say as a voicemail. You can use to fill in names or details, just like in prompts!

🔉 Background Sound

Add background noise to make calls feel more real:

Setting	Description
Ambient Sound	The type of background audio
Volume	How loud the background sound is

🎶 Available Sounds

Sound	Description
Off	No background sound 🔇
Coffee Shop	Chill café vibes ☕
Convention Hall	Big room sounds 🏢
Summer Outdoor	Outside in the summer ☀️
Mountain Outdoor	Nature and mountain sounds 🏔️
Static Noise	Soft static
Call Center	Office and call center sounds 🏢

🧠 LLM Model

Pick the AI brain that powers your agent's replies:

Setting	Description
Model	The AI model used for the conversation (e.g., GPT-4.1, Claude 4.5 Sonnet)

INFO

The model you pick changes how good, fast, and expensive the replies are. Smarter models give better conversations but might be a little slower and cost more. 💡