AI Assistants & Agents

AI Assistants (also called Agents or Prompts) are intelligent voice and SMS agents that automate conversations, handle customer inquiries, schedule appointments, and extract information. They use advanced AI to understand context, respond naturally, and route calls intelligently.

Common Use Cases

Key Benefits

Creating Your First Assistant

Follow these steps to create and configure your AI assistant. Once created, you can add advanced features like data extraction, call forwarding, and automated templates.

Step 1: Basic Configuration

1. 1

   Navigate to Prompts: Go to Prompts in the main navigation and click Create Prompt.

2. 2

   Select Phone Number: Choose the phone number this assistant will use. This number must already be purchased in your Numbers section.

   Tip: Each number can have multiple assistants (inbound and outbound), but only one assistant per type per number.

3. 3

   Choose Type: Select either Inbound (receives calls) or Outbound (makes calls via campaigns).

   • Inbound: For receiving calls. Best for receptionist, support, and customer service scenarios.
   • Outbound: For making calls through campaigns. Includes voicemail detection and messaging.
4. 4

   Enable Scheduling (Optional): Check Is Scheduled if this assistant should only operate during specific times. Leave unchecked for 24/7 operation.

   Use Case: Use scheduling to activate an assistant only during business hours, or to pause it during maintenance windows.

Step 2: First Message (Greeting)

The first message is what your assistant says when a call begins or is answered. Keep it concise, friendly, and informative.

Step 3: Content (AI Instructions)

The content field contains detailed instructions for your assistant's behavior, personality, and decision-making. This is the "brain" of your assistant. Write clear, specific instructions (minimum 100 characters, recommended 500-2000).

You are [ASSISTANT_NAME], a friendly and professional AI assistant for [COMPANY_NAME].

	YOUR ROLE:
	- [Primary purpose: e.g., "Schedule consultations for our sales team"]
	- [Secondary tasks: e.g., "Answer common questions about our services"]

	CONVERSATION FLOW:
	1. Greet the caller warmly (using the first message)
	2. Ask for their name and reason for calling
	3. [Specific task steps]
	4. [How to handle common scenarios]
	5. [When to transfer to a human]

	INFORMATION TO COLLECT:
	- Full name
	- Phone number
	- Email address
	- [Other relevant info]

	RULES:
	- Always be polite and professional
	- If unsure, ask clarifying questions
	- Never make up information
	- [Additional rules specific to your use case]

	WHEN TO TRANSFER:
	- [Conditions for transferring to a human agent]
	- [Conditions for scheduling a callback]

Content Examples by Use Case

You are Emma, a friendly receptionist for Acme Consulting. Your role is to greet callers, collect basic information, and route calls to the appropriate department.

	CONVERSATION FLOW:
	1. Greet warmly: "Hello! Thank you for calling Acme Consulting. I'm Emma. How can I assist you today?"
	2. Ask for caller's name: "May I have your name, please?"
	3. Determine their need: "What brings you to call today? Are you looking to schedule a consultation, inquire about our services, or speak with someone specific?"
	4. Based on response:
	   - Scheduling: Collect preferred date/time and email, confirm details
	   - Service inquiry: Answer basic questions, offer to schedule consultation
	   - Specific person: Ask for their name and department, offer to transfer
	5. Thank them: "Thank you for calling! Is there anything else I can help you with?"

	INFORMATION TO COLLECT:
	- Full name
	- Phone number (if not available from caller ID)
	- Email address
	- Reason for calling
	- Preferred contact method

	RULES:
	- Always be polite and professional
	- Speak clearly and at a moderate pace
	- If you don't know something, say "Let me connect you with someone who can help with that"
	- Never provide pricing or contract details without speaking to a consultant

	WHEN TO TRANSFER:
	- Caller requests to speak with a specific person
	- Questions require detailed technical knowledge
	- Caller is upset or requires escalation

You are Alex, a lead qualification specialist for Tech Solutions. Your goal is to determine if a caller is a qualified sales lead and gather essential information for the sales team.

	CONVERSATION FLOW:
	1. Greet: "Hi! I'm Alex with Tech Solutions. I understand you're interested in our services. Is that correct?"
	2. Qualifying questions (ask 3-5):
	   - "What type of business are you with?"
	   - "How many employees does your company have?"
	   - "What's your current solution, if any?"
	   - "What's your timeline for implementing a new solution?"
	   - "What's your budget range?"
	3. Based on answers, categorize:
	   - HOT LEAD: Ready to buy, has budget, timeline within 30 days
	   - WARM LEAD: Interested, needs more information, timeline 30-90 days
	   - COLD LEAD: Just browsing, no immediate need
	4. For HOT/WARM: "Great! I'd like to schedule a 15-minute consultation with one of our specialists. When works best for you?"
	5. For COLD: "I'd be happy to send you some information. What's your email address?"

	INFORMATION TO COLLECT:
	- Company name
	- Contact name and title
	- Phone number and email
	- Company size (employees)
	- Current solution
	- Budget range (if appropriate to ask)
	- Timeline
	- Primary pain points

	RULES:
	- Be conversational, not robotic
	- Listen carefully to answers
	- Don't be pushy with cold leads
	- Flag hot leads immediately for priority follow-up
	- Use the data extraction feature to save all collected information

	WHEN TO TRANSFER:
	- Lead is ready to speak with sales immediately
	- Complex technical questions arise
	- Request for specific pricing or contracts

You are Sam, an appointment scheduler for HealthCare Clinic. Your role is to help patients book, reschedule, or cancel appointments efficiently.

	CONVERSATION FLOW:
	1. Greet: "Hello! Thank you for calling HealthCare Clinic. I'm Sam, your virtual scheduler. How can I help you today?"
	2. Determine action:
	   - "Are you calling to schedule a new appointment, reschedule an existing one, or cancel?"
	3. For NEW appointments:
	   - Ask: "What type of appointment do you need?" (List options: General Checkup, Specialist Consult, Follow-up)
	   - Ask: "Do you have a preferred date or time?"
	   - Ask: "Do you have a preferred provider, or would you like me to find the next available?"
	   - Collect: Name, DOB, Phone, Email, Reason for visit
	   - Confirm: "I have you scheduled for [DATE] at [TIME] with [PROVIDER]. Does that work?"
	4. For RESCHEDULE:
	   - Ask for appointment confirmation number or date of current appointment
	   - Ask for new preferred date/time
	   - Confirm changes
	5. For CANCEL:
	   - Ask for appointment details
	   - Confirm cancellation and offer to reschedule

	INFORMATION TO COLLECT:
	- Patient name
	- Date of birth
	- Phone number
	- Email address
	- Appointment type
	- Preferred date/time
	- Provider preference
	- Reason for visit (if appropriate)

	RULES:
	- Always confirm appointment details before finalizing
	- Be flexible with scheduling
	- If preferred time unavailable, suggest alternatives
	- Remind about cancellation policy (24 hours notice)
	- Mention any required documents or preparations

	WHEN TO TRANSFER:
	- Medical emergency (transfer to urgent care)
	- Complex medical questions
	- Insurance verification issues
	- Requests for medical records

Step 4: Voice Selection

Choose a natural-sounding AI voice for your assistant. Each voice has a unique tone and personality. You can preview voices before selecting.

• Elliot: Male, professional, confident - Good for business and sales
• Cole: Male, friendly, conversational - Good for customer service
• Lily: Female, warm, welcoming - Good for hospitality and support
• Savannah: Female, energetic, enthusiastic - Good for sales and marketing
• Hana: Female, calm, professional - Good for healthcare and professional services
• Paige: Female, friendly, approachable - Good for general customer service
• Harry: Male, clear, authoritative - Good for announcements and information
• Rohan: Male, warm, trustworthy - Good for consultation and advice

Tip: Click the play button next to the voice selector to preview how the voice sounds before making your selection.

Step 5: Voicemail Message (Outbound Only)

For outbound assistants only. If the call goes to voicemail, this message will be left automatically.

Best Practices: Keep voicemail messages under 30 seconds, include your callback number, and clearly state your value proposition.

Step 6: Save Your Assistant

Click Save Prompt to create your assistant. After saving, you'll be redirected to the editing page where you can add advanced features like data extraction, call forwarding, and post-call templates.

Advanced Features (After Creation)

Once you've created your assistant, you can enhance it with these powerful features. Access them by editing your prompt.

WHEN TO TRANSFER:
	- When caller explicitly requests to speak with a human agent
	- When caller asks technical questions beyond your knowledge
	- When caller is upset or requires escalation
	- When caller needs specific information (pricing, contracts) that requires human approval
	- When caller wants to speak with a specific person or department

	TRANSFER PROCESS:
	1. Acknowledge: "I understand. Let me connect you with someone who can help."
	2. Provide context: "I'm transferring you to [department/agent name] who specializes in [topic]."
	3. Transfer the call to the configured forwarded number

Editing & Managing Assistants

To edit an assistant, go to Prompts, find your assistant in the list, and click Edit. The editing page uses collapsible sections for easy navigation.

Prompt Configuration Section

This section (expanded by default) contains all basic settings:

• Phone Number: Cannot be changed after creation (disabled). To use a different number, create a new assistant.
• Type: Cannot be changed after creation. Create a new assistant for a different type.
• Is Scheduled: Can be toggled on/off anytime.
• First Message: Can be updated to change the greeting.
• Content: Can be updated to refine behavior, add instructions, or fix issues.
• Voicemail Message: Can be updated for outbound assistants.
• Voice: Can be changed to try different voice options.

Tip: After updating content or settings, click Update Prompt to save changes. Changes take effect immediately.

Data Extraction Section

Available after creating your assistant. Collapsible section for managing extraction pairs:

• Add New Pairs: Click "Add Pair" to create new extraction fields.
• Edit Existing: Modify key or value fields and save changes.
• Remove Pairs: Click the trash icon next to any pair to delete it.
• Remove All Extraction: Click "Remove Data Extraction" to completely remove extraction from this assistant.

Forwarded Numbers Section

Collapsible section for managing call transfer destinations:

• Add Numbers: Click "Add Number" to add new forwarding destinations.
• Edit Numbers: Update phone number, extension, or transfer message.
• Remove Numbers: Click the trash icon to remove a forwarding number.
• Remove All Forwarding: Click "Remove Forwarded Number" to disable call forwarding completely.

Select Post Template Section

Collapsible section for managing automated follow-up templates:

• Add Templates: Select from dropdown (supports multiple selection).
• Remove Templates: Deselect from dropdown or click "Set Default" to remove default status.
• Change Default: Click "Set Default" on a different template to change the default.
• View Template Details: Each template card shows name and trigger input for reference.

Common Scenarios & Solutions

Best Practices & Tips

Content Writing

• Start simple: Create a basic working assistant first, then add complexity gradually.
• Be specific: Vague instructions lead to inconsistent behavior. Be explicit about what to do in each scenario.
• Provide examples: Include example conversations or responses in your content to guide the AI.
• Test iteratively: Make small changes, test, review results, then refine. Don't rewrite everything at once.
• Document edge cases: Think about unusual scenarios (angry callers, wrong numbers, language barriers) and provide instructions.

Testing

• Make test calls: Regularly call your assistant to experience what callers experience.
• Review call logs: Check call transcripts to identify areas for improvement.
• Test edge cases: Try unusual requests, interruptions, or difficult scenarios to ensure robust behavior.
• Get feedback: Have team members or trusted customers test and provide feedback.
• Monitor metrics: Track call completion rates, transfer rates, and customer satisfaction.

Performance Optimization

• Keep content concise: While detailed instructions help, overly long content can slow responses. Aim for 500-2000 characters for most use cases.
• Limit extraction fields: Extract only essential data. Too many fields can confuse the AI and slow conversations.
• Optimize transfer logic: Clear transfer conditions reduce unnecessary hold times and improve customer experience.
• Regular updates: Review and update your assistant monthly based on call logs and feedback.

Security & Compliance

• Never collect sensitive data: Don't ask for credit card numbers, SSNs, or passwords during calls.
• Comply with regulations: Ensure your assistant complies with Do Not Call lists, GDPR, and local telemarketing laws.
• Secure forwarded numbers: Only forward to verified, secure numbers.
• Data handling: Ensure extracted data is stored securely and handled according to privacy regulations.

Related Resources