Creating an agent

At Agents › New agent, first pick the kind of agent (salesperson, receptionist and so on). Then start from a template for your industry (solar, health insurance, dental, real estate, trades, mortgage and finance), which fills in the playbook, goals, questions, knowledge, data columns and a call flow, or create a new one. A short wizard follows; the arrow at the top goes back a step. Everything can be changed later, except the agent's kind.

1. 1
   Kind of agent. Its job: Salesperson, Receptionist, Appointment setter and so on. This sets how it works a call and the goals and questions it starts with. See Kinds of agent.
2. 2
   Identity. Its first name, the company it represents, a few sentences about the company, and whether it's a woman or a man (which picks its voice).
3. 3
   Personality. An optional job title, six sliders (warmth, energy, formality, humour, assertiveness, how much it says) and notes on how it comes across.
4. 4
   Playbook. What it sells or handles, how it answers pushback, rules it must never break, and an optional first question. One fact a line.
5. 5
   Goals. What a call should end in, in order. Pre-filled for the kind.
6. 6
   Qualifies on. What it finds out before moving to a goal. Pre-filled for the kind.
7. 7
   Phone and hand-off. Its phone number, call attempts per lead, who to transfer hot leads to, your own phone system (optional) and call recording.
8. 8
   Meeting booking. Days, hours and meeting length it can offer.
9. 9
   Call summaries. The mobile and email that get a summary after every call.

After it's created

The agent opens on its Dashboard. Its tabs, left to right:

Dashboard

The last 30 days: calls, how often it reached a goal, outcomes, leads and meetings.

Identity

Name, gender, voice, personality, with a preview you can hear. More

Playbook

Named for its job (Sales playbook, Reception desk…). More

Goals

Goals

Qualifies on

Qualifies on

Knowledge

Knowledge

Data

Data columns and the table of answers

SMS

Text messages

Events

Its calendar, meeting types and booking rules. More

Connect

Connected apps and custom connections

Settings

Admins only. More

At the top of the agent are Test call and a switch to pause or resume it. A paused agent makes no outbound calls.