Creating and testing an agent

Most agents start from a template and take a few rounds of testing.

Start from a template

Choose New agent, then what it should do: Make calls or Answer calls. For outgoing calls, you can start from a template such as:

• Book a meeting
• Follow up an inbound lead
• Win back a former customer
• Contract renewal
• Appointment reminder
• Feedback survey
• Payment reminder

Set the script, voice and language

On the agent’s Settings tab, you set the Greeting, Voice and Language. You can choose Norwegian, Swedish or English. Agents that make calls can also use Multiple languages. Agents from a template use simple fields, such as what you offer and who it calls. Choose Write the instructions yourself to edit the Instructions directly. The first sentence of every call is fixed and tells people they are speaking with an AI. The greeting comes right after it.

Company it calls for is the name the agent says on every call.

Lead details

Use Insert a lead detail to put a lead’s name, company or another detail into the script. Every lead needs a value for each one, and a campaign can’t start until they all have it. You match details to columns when you import leads.

What it can do

• Book meetings offers times from the campaign’s calendar. The lead gets a text message, and an email if their address is known.
• Schedule call-backs agrees a time when someone asks to be called later, and the campaign calls then.

Both switches work before any calendar is connected. Meetings go to the calendar you connect on the campaign, and a campaign whose agent books meetings can’t start without one. Leave booking steps and times out of the instructions.

Voicemail and speech

Under Voice and timing, choose Adjust to change Speaking speed, Reply timing and Background noise. Voicemail message is what the agent says if it reaches voicemail. Choose Write a message, or Use the standard message. With no message, the agent hangs up.

Refine with AI

Use Ask for a change to describe what you want in plain words. You see the suggested change, and nothing happens until you apply it and save.

In Conversations, choose Mark this line on something the agent said, and say what was wrong. Then choose Get a suggested change. You review it the same way.

Test it

• Talk to it starts a call in your browser. You need a microphone.
• Test call by phone rings your phone, on agents that make calls. Only admins can place these calls.

If it answers incoming calls, you also add what it should know under Knowledge. When it’s ready, connect a phone number, choose Go live, then forward calls to it from your phone system.

Saving and earlier versions

Saving pauses every running campaign that calls with the agent. A warning names them first. A campaign you create gets its own copy of the agent, so saving the original doesn’t reach it. Open the agent from the campaign to change its copy. A new greeting, instructions, language or human follow-up also means passing the Launch Gate again.

When you write the instructions yourself, Versions lists earlier saves. Choose Use this version to bring one back. Nothing changes until you save.