Agents

An agent is an AI voice receptionist that belongs to one client. It answers calls in a voice and persona you choose, follows the conversation design you set, collects the information you ask for, and transfers to a human when your rules say so.

Configuring an agent comes down to three decisions:

• Who it is

  Persona, voice, language, greeting, and the knowledge it can draw on.

  → Configuring an agent

• How it converses

  Plain intake, conditional instructions, or a full decision tree.

  → Conversation design

• When it hands off

  Conditions under which the call is transferred to a person.

  → Call forwarding & transfers

Creating an agent

1. Open a client and go to its Agents tab.
2. Select New agent — a persona is suggested based on the client's country.
3. Adjust the persona, voice, and knowledge.
4. Choose a conversation design and add your questions.
5. Add forwarding rules if a human should ever take over.
6. Test the agent with a browser call before attaching a phone number.

Test before you go live

Use the Test call button on the agent page to talk to the agent from your browser. Nothing is billed to the client and the call is marked as a test.

Plan limits

How many agents a client can have is set by its subscription plan. When a client is at its limit, the New agent action is disabled with a "plan limit reached" notice — upgrade the client's plan to add more.

Related

• Getting started — From signing in to your first live call — the fastest path through Vocadesk.
• Call forwarding & transfers — Set the conditions under which an agent hands a call to a human, and understand exactly how the transfer behaves.
• Configuring an agent — Set an agent's persona, voice, language, greeting, knowledge base, and intake questions.
• Conversation design — Choose how an agent runs a call — simple intake, Questions & conditions (scenario), or a Decision tree.
• Clients — Create and manage the end-customers whose calls your agents handle.