Agents
Kinds of agent
An agent's kind is its job. It decides how the agent works a call, what its playbook tab is called, and the goals, questions and data columns it starts with. The kind is chosen when the agent is created and can't be changed, so make a new agent for a different job.
| Kind | What it does |
|---|---|
| Salesperson | Sells a product or service: finds the need, answers objections, and books, transfers or closes. May try twice more after a no. |
| Receptionist | Answers the business's phone: works out who's calling and why, answers questions, takes messages, books and transfers. |
| Appointment setter | Books meetings for your team. May try twice more after a no. |
| Lead qualifier | Checks whether a lead is a fit and passes good ones to the sales team. |
| Consultant | Gives advice and recommendations, then books the next step. |
| Account manager | Looks after existing customers: check-ins, renewals and upsells. |
| Customer support | Helps customers with problems, answers questions and opens tickets. |
| Appointment reminders | Confirms, moves or cancels upcoming appointments. |
| Recruiter | Screens candidates and books interviews. |
| Payment reminders | Reminds people about overdue payments and can text a payment link. |
| Event bookings | Tells people about events and books them in. |
| Feedback & surveys | Runs a short survey and records the answers. |
Only salespeople and appointment setters may gently try again after someone says no. Every other kind accepts the first no.