Agent Configuration

🔧 Dynamic Variables

Pass custom info to make each conversation personal:

Variables can include:

• Client name 👤
• Case details 📋
• Appointment info 📅
• Any custom data you want

Use the format in your prompts.

📜 Agent Versions

Keep track of changes to your AI setup:

• Draft Version — Your work in progress 📝
• Published Version — The live version everyone uses ✅
• Version History — All your past setups 🕰️

🚀 Publishing Changes

1. Make your changes
2. Review everything
3. Click Publish to make it live
4. The old version is saved in history

Each published version captures a snapshot of the agent's phone number assignments at publish time. When you restore a previous version, its phone configuration is also restored — including which numbers were assigned and their inbound/outbound directions.

🎙️ Voice Selection

When you create a new agent in Agent Builder, a voice is selected for you automatically. ✨

• Default voice — new agents start with Jennifer pre-selected
• Browse all voices — open the voice picker to search and filter by gender, age, accent, or provider
• Preview before you choose — play a sample clip for any voice before confirming
• Existing voices — current agents and previously selected voices keep working as expected

TIP

You can switch to any other voice at any time from the Voice step in Agent Builder or from the agent's settings page.

📋 Form-Based Agents

Create AI agents that collect info based on a form:

1. Make a form with the fields you want to collect
2. Link the form to your AI agent
3. The AI will know to collect that info during the call

The instructions are built from your form questions automatically! 🪄

✨ Custom Agent Question

By default, the agent reads the task title as its question. You can now set a separate Agent Question for each form task — a custom phrase the agent will say out loud instead of the task title.

• Open a form task in the form editor or agent builder
• Find the Agent Question field below the Info Blurb
• Type the phrasing you want the agent to use during the call
• Leave it empty to keep using the task title

TIP

Use this when the task title is short or technical, and you want the agent to ask it in a more natural, conversational way.

Example:

• Task title: DOB → Agent Question: "What is your date of birth?"
• Task title: Injury date → Agent Question: "Can you tell me the date the incident occurred?"

📣 Campaign Agents

Special AI agents made for outbound campaigns:

• Connected to specific campaigns 🔗
• Can collect form data
• Track how well they do across many calls 📊
• Can regenerate their instructions

🌟 Best Practices

• Test your AI — Make test calls to make sure the AI responds the right way 🧪
• Review calls regularly — Listen to calls to find ways to improve 👂
• Update prompts — Improve your instructions based on real call results ✍️
• Set up transfers — Make sure important calls can reach a real person 🔀
• Use good timing — Set reasonable limits on how long calls last ⏱️
• Configure voicemail — Leave professional messages when clients don't answer 📭
• Boost keywords — Add special words from your industry so the AI hears them better 🔤
• Monitor sentiment — Keep an eye on how happy clients are through call analytics 😊