Agent Configuration Guide
A complete guide to creating and configuring AI phone agents in your application. Learn how to set up agents, configure their behavior, and optimize them for your specific use cases.
What is an Agent?
An Agent is an AI-powered virtual assistant that can handle phone calls automatically. Think of it as your phone receptionist, customer service representative, or sales assistant - available 24/7 to handle calls according to your specifications.
What Can Agents Do?
- ✓Answer phone calls with natural conversations
- ✓Understand caller intent and respond appropriately
- ✓Schedule appointments
- ✓Take messages
- ✓Forward calls when needed
- ✓Follow specific instructions you define
- ✓Use a voice you choose
When to Use Agents?
- →Handle high call volumes
- →Provide 24/7 availability
- →Reduce staff workload
- →Ensure consistent service quality
- →Scale operations efficiently
- →Automate repetitive tasks
- →Improve response times
Key Benefits
24/7 Availability
Your agents work around the clock, never taking breaks or vacation days.
Cost Effective
Reduce staffing costs while handling more calls than human teams.
Consistency
Every caller receives the same quality service and information.
Creating Your First Agent
Navigate to Agents
- From your dashboard, click Agents in the navigation menu
- You'll see the AI Phone Agents page listing all your agents
Click "Create Agent"
Click the blue Create Agent button in the top-right corner of the agents page.
Fill in Basic Information
A modal will appear asking for the following information:
| Field | Description | Required |
|---|---|---|
| Agent Name | A descriptive name (e.g., "Sales Assistant") | Yes |
| Agent Type | Sales, Support, or Appointment Scheduler | Optional |
| Voice | Choose from pre-configured voices | Optional |
| Phone Number | Assign a phone number to the agent | Optional |
| First Message | What the agent says when the call starts | Yes |
| System Prompt | Detailed instructions about agent behavior | Optional |
Example First Message:
Hi {name}! Welcome to our service. How can I help you today?Example System Prompt:
You are a helpful and friendly customer service assistant.
Keep your responses concise and professional.
Always be polite and patient with callers.
If you don't understand, ask for clarification.Save Your Agent
Click Save Agent to create your agent. You'll see it appear in the agents table with:
- ✓ Agent name
- ✓ Type badge
- ✓ Voice selection
- ✓ Phone number
- ✓ Last updated timestamp
💡 Tip:
Don't worry if you don't have all the information yet. You can create an agent with just the required fields and configure it further after creation.
Agent Configuration Tabs
After creating an agent, click on any agent row to access its detailed configuration. You'll see several tabs for different aspects of agent setup.
General Settings
Configure personality and core agent behavior
Agent Welcome Message
The opening line your agent uses when a call begins.
Best Practices:
- • Keep it friendly and professional
- • Include a greeting
- • Add context about your business
- • Use personalization variables
Examples:
Hello! Thank you for calling {company}. My name is your virtual assistant. How may I help you today?
Good morning! I'm the {company} AI assistant. How can I make your day better?Agent Prompt (System Instructions)
The most important setting - defines agent behavior, knowledge, and decision-making capabilities.
What to Include:
- • Role: Who is the agent?
- • Tone: Professional, friendly, casual?
- • Knowledge: What should the agent know?
- • Guidelines: How to handle situations
- • Limitations: What NOT to do
Voicemail Message
The message played when a call goes to voicemail.
Example:
Hi {name}, I'm currently assisting other callers. Please leave your name, number, and message, and I'll get back to you within 24 hours.End Call Message
The final message delivered before hanging up.
Example:
Thank you for calling {company}, {name}. I've noted everything we discussed. Is there anything else I can help you with today?First Message Mode
Choose who speaks first when a call connects:
Assistant speaks first
Agent immediately starts the conversation (Recommended)
Assistant speaks first with model-generated message
AI generates an opening line based on context
Assistant waits for user
Agent listens for the caller to speak first
LLM Settings
Configure the language model powering your agent
Provider Selection
| Provider | Description | Best For |
|---|---|---|
| OpenAI | GPT models, excellent understanding | General purpose, complex queries |
| Anthropic | Claude models, strong reasoning | Detailed analysis, safety-critical |
| Groq | Fast open-source models | Cost-sensitive applications |
Model Selection Guide
OpenAI Models:
- • GPT 4o Mini - Best balance of speed and cost
- • GPT 4o - Most capable, good for complex tasks
- • gpt-3.5-turbo - Fast, cost-effective
Anthropic Models:
- • claude-3.5-sonnet - Best overall performance
- • claude-3.5-haiku - Fastest, good for quick interactions
Groq Models:
- • llama-3.1-8b-instant - Very fast, lightweight
- • llama-3.1-70b-versatile - More capable
Voice Settings
Customize how your agent sounds
Standard Voice Selection
Choose from high-quality pre-configured voices:
Custom Voice Model
For advanced users - use your own voice model ID for unique voice characteristics.
When to Use:
- • You have a branded voice trained on your data
- • You want voice characteristics not in the standard library
- • You need specific accent or language support
Call Settings
Configure phone number and call behavior
Phone Number ID
Assign a phone number to your agent (include country code).
+44 20 7123 4567
+91 98765 43210
Call Forward Number
When your agent is unavailable, calls forward to this number.
Use Cases:
- • Human backup during outages
- • Overflow when all agents busy
- • Specialized support for complex issues
Maximum Call Duration
Limit how long calls can last (in seconds).
End Call Data Webhook URL
Automatically send call data to your system when the call ends.
Format:
https://your-crm.com/api/webhooks/call-endedUse Cases:
- • Log calls in your CRM
- • Trigger follow-up emails
- • Update customer records
- • Integrate with billing systems
Test Tab
Test your agent before deploying
How Testing Works
- Click the Test Agent button
- A simulated conversation environment opens
- Type messages and see how your agent responds
- Verify behavior matches expectations
- Adjust configuration if needed
Testing Checklist
- ☐ First message is friendly and appropriate
- ☐ Agent understands common queries
- ☐ Response tone matches brand guidelines
- ☐ Voicemail message is clear
- ☐ End call message is professional
- ☐ Agent handles confusion gracefully
- ☐ Escalation logic works correctly
Settings Tab
External agent configuration (advanced)
What is External Configuration?
Use agents configured on external platforms instead of defining them inline.
| Platform | Description |
|---|---|
| Vapi | Voice AI platform with advanced agent tools |
| Retell AI | Conversational AI platform |
Enabling External Configuration
- Go to the Settings tab
- Toggle "Use External Configuration" ON
- Enter your Primary Agent ID
- Optionally enter Secondary Agent ID for fallback
⚠️ Important:
When external configuration is enabled, inline settings (prompt, voice, etc.) are ignored.
Best Practices
Start Simple
Begin with a basic configuration:
- • Clear, simple first message
- • Straightforward system prompt
- • Standard voice
- • Limited scope
✓ Why: Easier to debug, test, and refine
Iterate and Improve
After initial testing:
- • Review call transcripts
- • Gather user feedback
- • Adjust prompts based on real interactions
- • Refine responses to common queries
✓ Why: Continuous improvement leads to better agent performance
Use Specific Instructions
Vague prompts create vague agents.
❌ Instead of:
Be helpful and friendly.✅ Use:
You are a support agent for ACME Tech. Be helpful and friendly.
When customers report technical issues:
1. Ask for the error message
2. Ask what they were doing when it occurred
3. Check if they've tried restarting
4. Offer step-by-step troubleshooting
5. Escalate if unresolved after 5 minutes
Never promise resolution time you can't meet.Handle Edge Cases
Consider what happens when:
- • Caller is angry or frustrated
- • Agent doesn't understand a question
- • Caller asks about topics outside your scope
- • Technical errors occur
Include guidance for these scenarios in your system prompt.
Test Thoroughly
Before going live:
- • Make test calls yourself
- • Have team members test
- • Use realistic scenarios
- • Check all failure paths
✓ Why: Catch issues before they affect real users
Monitor Performance
Regularly review:
- • Call success rates
- • Average call duration
- • Customer satisfaction
- • Common issues
- • Escalation rates
Use this data to continuously improve your agents.
Keep Prompts Updated
As your business changes:
- • Update product information
- • Adjust pricing details
- • Add new FAQs
- • Change hours/availability
Keep your agent's knowledge in sync with your business operations.
Quick Summary
Start with:
Simple configuration, basic prompts, standard settings
Then:
Test, gather feedback, iterate, optimize
Continuously:
Monitor, measure, improve, and update
Remember:
Detail in prompts = Better agent behavior
Common Use Cases
Sales Agent
Qualify leads, schedule demos, close deals
Recommended Settings
Example System Prompt
You are a professional sales representative for {company}.
Your goal is to qualify leads and schedule product demos.
Ask these qualifying questions:
1. What's your role and company size?
2. What challenges are you facing with [product category]?
3. What's your timeline for implementation?
4. What's your budget range?
If they're qualified, offer demo time slots:
- Tomorrow at 10 AM
- Tomorrow at 2 PM
- Wednesday at 11 AM
Be enthusiastic but respectful. Don't be pushy.
If they're not ready to schedule, ask if you can
send them information via email.💡 Pro Tip:
Qualify leads early to focus on high-potential prospects. Ask about budget and timeline to filter out unqualified leads.
Support Agent
Help customers resolve issues, provide assistance
Recommended Settings
Example System Prompt
You are a customer support agent for {company}.
Help customers resolve issues with [product].
Guidelines:
- Show empathy when customers are frustrated
- Apologize for inconveniences
- Ask clarifying questions to understand problems
- Follow the troubleshooting steps in order
- Never promise unrealistic resolution times
- If you can't solve the issue, offer to escalate
Keep responses clear and jargon-free.
Summarize the solution at the end of the call.
Thank customers for their patience.💡 Pro Tip:
Empathy is key in support. Start by validating the customer's frustration, then work systematically through solutions. Always offer escalation if needed.
Appointment Scheduler
Book appointments, manage calendar
Recommended Settings
Example System Prompt
You are an appointment scheduler for {company}.
Your goal is to book meetings for customers.
Collect this information:
1. Preferred date and time
2. Type of meeting (demo, consultation, training)
3. Attendees and their roles
4. Contact information for confirmation
Before confirming:
- Check if the time slot is available
- Verify we have the right staff available
- Ensure the meeting type is appropriate
Confirm details before ending the call:
- Date, time, and duration
- Location or virtual meeting link
- Attendees
- Any preparation needed
Send a confirmation email to all attendees.💡 Pro Tip:
Keep appointment scheduling concise (5 minutes max). Confirm details clearly and always send confirmation emails. Integrate with your calendar system via webhook.
Customizing for Your Business
1. Define Your Goals
What should the agent accomplish? Is it lead generation, problem resolution, or scheduling?
2. Match the Tone
Should the agent be formal and professional or casual and friendly? Choose accordingly.
3. Include Domain Info
What specific information about your product/service should the agent know?
Troubleshooting
Common issues and their solutions.
🔴Agent Not Responding
Agent connects but doesn't speak or responds with errors
Solutions:
- 1.Check First Message is not empty
- 2.Verify Phone Number is correctly configured
- 3.Ensure LLM Provider and Model are selected
- 4.Check if External Configuration is properly set up
- 5.Review error logs in the dashboard
🔴Voice Not Working
Agent speaks with wrong voice or no voice
Solutions:
- 1.Verify Voice field is set
- 2.If using custom voice, check the model ID is correct
- 3.Try a different standard voice
- 4.Ensure voice is supported by your provider
🔴Calls Dropping or Poor Quality
Calls disconnect unexpectedly, poor audio quality
Solutions:
- 1.Check phone number configuration
- 2.Verify network connectivity
- 3.Adjust Maximum Call Duration if timing out
- 4.Review carrier settings
- 5.Test with a different number
🔴Webhook Not Receiving Data
End call data not being sent to your system
Solutions:
- 1.Verify Webhook URL is correct (starts with https://)
- 2.Check webhook endpoint is publicly accessible
- 3.Verify webhook accepts POST requests
- 4.Review webhook server logs
- 5.Test webhook endpoint manually
🔴External Agent Issues
External agent not being called
Solutions:
- 1.Ensure "Use External Configuration" is ON
- 2.Verify Primary Agent ID is correct
- 3.Check external platform (Vapi/Retell) for agent availability
- 4.Confirm API credentials are configured in account settings
- 5.Test the agent in the external platform directly
When Troubleshooting Doesn't Work
If you've tried these solutions and the issue persists:
- Check the dashboard for error logs and messages
- Review call transcripts to understand what went wrong
- Test the agent thoroughly in the Test tab
- Reach out to support with:
- Agent ID and name
- Steps to reproduce the issue
- Error messages or logs
- Screenshots if applicable
Quick Reference
Required Fields
These must be filled to create an agent
Agent Name
Minimum 2 characters, descriptive name
First Message
What the agent says when call starts
Optional but Recommended
These improve agent functionality significantly
Agent Type
Sales Agent, Support Agent, or Appointment Scheduler (for organization)
System Prompt
Critical for defining behavior - be as specific as possible
Voice
Choose from standard voices or use custom model ID
Phone Number
Include country code (e.g., +1 for US)
Optional but Useful
Additional settings for advanced configurations
LLM Providers & Models
Choose the AI brain for your agent
OpenAI
- • GPT 4o Mini - Best balance (recommended)
- • GPT 4o - Most capable
- • gpt-3.5-turbo - Fast & cost-effective
Anthropic
- • claude-3.5-sonnet - Best overall
- • claude-3.5-haiku - Fast & capable
Groq
- • llama-3.1-8b - Very fast, lightweight
- • llama-3.1-70b - More capable
Standard Voices
Pre-configured, high-quality voices
First Message Modes
Who speaks when a call connects?
Assistant speaks first ✅ Recommended
Agent immediately starts the conversation - most natural
Assistant speaks first (model-generated)
AI generates opening line based on context - dynamic
Assistant waits for user
Agent listens for caller to speak first - formal settings
Common Call Durations
Maximum call length in seconds
Pro Tips
💡 Testing
Always test your agent in the Test tab before deploying to production
💡 Prompts
The more specific your system prompt, the better the agent behaves
💡 Variables
Use {name} and {company} variables in messages for personalization
💡 Monitoring
Review call transcripts regularly and adjust based on real interactions