Voice And Language
| Setting | Detail |
|---|---|
| Voice | Select from the voice library. Each voice has a distinct tone and style. |
| Language | Set the primary language. Multi-language agents detect and switch languages automatically during the call. |
| Background noise | Optional ambient noise preset: none, office, bar, or city-street. Adds realism to the call. |
Instructions
Define what the agent does during a call. Two approaches:- Free text
- Visual flow builder
Write natural-language instructions in the text field. The agent follows them as guidelines throughout the call.
First Message
What the agent says when it picks up the call. Set this to a greeting that matches your brand (e.g. “Thanks for calling Acme. How can I help you today?”). Defaults to “Hello?” if left blank.Knowledge Sources
Link published knowledge documents to the agent. The AI references them during calls.- Select individual items or entire directories from your knowledge base.
- Only published (non-draft) items are used.
- Selecting a directory includes all current and future published items within it.
Knowledge sources are managed under the Knowledge Sources section of the agent settings page.
Actions And Workflows
Select which active AI-trigger workflows the agent can use during calls. The AI decides when to trigger them based on the conversation context.- A
nullselection means all actions are available. - An empty selection means no actions.
Transfer Destinations
are defined at the org level and then assigned to individual agents. Phone numbers use format.| Type | Target |
|---|---|
| Phone | Transfer to an external phone number (E.164 format) |
| SIP | Transfer to a SIP URI with optional digest authentication |
| Hangup | End the call (useful as a workflow hook) |
Telephony And Routing
Inbound Numbers
Inbound Numbers
Assign one or more verified phone numbers to the agent. Each number can only be assigned to one agent. For BYOC numbers, configure SIP trunks under Settings → SIP and assign them here.
Outbound Caller
Outbound Caller
Set the caller number for outbound calls. Choose a hosted number or configure a custom SIP trunk. See Outbound Calls.
Agent ID
Agent ID
Each agent has a unique Agent ID shown on the settings page. Use it with the SIP header for dynamic routing from your own infrastructure. See SIP Integration.
Related Documentation
Inbound Calls
Call routing, session matching, and call behavior.
Outbound Calls
Make calls from the dashboard, API, or workflows.
SIP Integration
Inbound and outbound SIP trunks for BYOC.
Troubleshooting
No answer, audio issues, failed transfers, and test calls.