Customizing Pre-Built Agents

Scroll through the steps below to customize a pre-built agent. 

Not a visual learner? No worries! Walk through the step-by-step instructions below: 

1. Create a Pre-Built Agent

• Navigate to My Agents and click Create Agent.
• Review the available pre-built agent templates.
• Select the use case that best fits your needs and click Create Agent.

Category 1: Agent Profile

2. Configure the Agent Profile

• Enter an Internal Name for internal reference.
• Enter the Agent Name customers will hear.
• Select a Job Title.
• Customize the agent's personality settings (response length, helpfulness, confidence, energy, creativity, etc.).

Category 2: Configuration

3. Customize Agent Behavior

• Open the Configuration tab.
• Review and edit the pre-built prompts to match your company and use case.
• Use custom fields by clicking the { } icon when needed.
• Select or change:
  • Default language
  • Secondary language (optional)
  • Agent voice/avatar
• Update the inbound and outbound opening messages.
• Optionally adjust advanced voice settings such as:
  • Background ambiance
  • Noise suppression
  • Voice performance
• Save your changes.

Category 3: Actions

4. Define the Agent's Goal

Choose what the agent should accomplish during conversations:

• Book a Meeting
• Live Transfer (Warm or Cold)
• Both
• Neither (informational only)

Important: If both Live Transfer and Book a Meeting are enabled, select a Primary Action. This determines which action the agent will attempt first before moving to the secondary option.

Category 4: Tools

5. Configure Integrations

• Open the Tools tab.
• Optionally add a Webhook URL to send collected information back to your CRM.
• If you do not use a CRM, you can skip this step.

Category 5: Knowledge

6. Add Knowledge Sources

• Open the Knowledge tab.
• Add information your agent should use when answering questions.
• Either:
  • Assign existing assets from the Knowledge Library, or
  • Click + Add New Asset to upload new content.

7. Assign a Phone Number

• Click Select Phone Number.
• Enable Show Only Available Numbers.
• Choose a phone number.
• Click Assign Phone Number.

8. Save and Launch

• Click Save Changes.
• Your customized agent will now appear on the My Agents page and is ready for use.

Quick Overview:
Create a pre-built agent → Customize the profile → Update prompts and voice settings → Configure actions → Add integrations → Assign knowledge assets → Assign a phone number → Save and launch.