Create an agent

Create an agent - pick its channel and direction, start from a template or a blank flow, set it up, and publish it.

An agent is the AI worker that talks to your customers. You tell it who it is, what the conversation is for, what it may do and how to behave - once. After that it handles every call or chat the same careful way, in the language you set.

Every agent is built as a flow: a map of steps joined by arrows, so the conversation can branch on what the customer says. You build and edit that map in the flow builder. This page covers everything around it: creating the agent, its settings, and getting it live.

Before you start: nothing goes live until you Publish. Everything you change is saved as a draft automatically, so you can explore, test and come back later.

Create the agent

Go to Agents and click Create agent. The window that opens asks three things.

1. Channel - Call, Chat or WhatsApp

  • Call - the agent talks on the phone.
  • Chat - the agent answers visitors in the chat widget on your website. See Chat widget.
  • WhatsApp - the agent answers customers who message your WhatsApp Business number. See WhatsApp agents. If WhatsApp is greyed out, it isn’t switched on for your workspace yet - the window shows a link to ask us.

One agent works on one channel. The channel is fixed once the agent is created. To cover calls and WhatsApp, create one agent for each.

2. Direction - Outbound or Inbound

For a Call agent:

  • Outbound - the agent makes calls: from a campaign list, a nudge or the API. It dials only inside your calling window, and every number is checked against DND / NCPR first.
  • Inbound - the agent answers calls to a number you own. Once it’s published, point a number at it under Numbers. See Inbound calls.

Chat and WhatsApp agents are always Inbound - they answer people who start the conversation.

The direction is also fixed once the agent is created.

3. How to start - blank or a template

  • Create from scratch → Multi prompt - creates a blank agent in the language you pick (top right) and opens the flow builder. From there, either click Create starter flow (a greeting wired to a close) or click Generate and describe the conversation so the AI drafts the whole flow for you. See Generate a flow with AI.

  • Choose from templates - start from a ready-made agent with a complete flow already built. There are 23 templates:

    • 20 outbound call templates across five industries - Logistics (NDR resolution, delivery-window confirmation, reverse pickup, shipment status), Healthcare (appointment reminders, lab-result follow-up, medication check-ins, recall and renewal), Education (admissions outreach, course enrolment, fee reminders, webinar invites), HR & Recruitment (first-round screening, interview scheduling, offer follow-up, onboarding check-ins) and eCommerce (COD order confirmation, abandoned-cart recovery, delivery slot scheduling, post-purchase CSAT and reviews).
    • 3 website chat templates - Website Support Assistant, Lead Qualification Chat and FAQ & Deflection Bot.

    The window only shows templates for the channel and direction you picked; use the industry list on the left to narrow them down. Clicking a template creates the agent and opens its flow, ready to edit.

Name it after the job, not the campaign. “COD Confirmation” still makes sense next year; “Diwali Push” doesn’t. Click the agent’s name at the top of the flow builder to rename it at any time.

Agent settings

Open the flow builder and click the Settings (gear) button in the top bar. Settings apply to every step of the flow. Click Save settings at the bottom when you’re done - unsaved tabs show a dot.

Voice and knowledge

(Chat and WhatsApp agents see a Knowledge tab without the voice settings.)

  • Language - the language the agent speaks on every step. It stays in this language and switches only when the caller clearly asks. See Voice & language.
  • Voice - who the caller hears. Search, filter and play a sample in your language before you pick.
  • Knowledge base - the knowledge base the agent looks things up in, or None. A single step can use a different one.
  • Compliance pack - the rules checked before every dial: DND, calling window and frequency caps. See Compliance packs.

Behaviour

  • Use contact history - greet returning customers by name and pick up from their earlier calls and chats. Sensitive details are never read out unprompted.
  • Speak AI disclosure (calls only) - open each call by saying this is an AI assistant, in the agent’s language. When call recording is on for your workspace, it also says the call is recorded. Off by default. Some jurisdictions require a disclosure; you are responsible for turning it on where the law demands it.
  • Auto-collect details - the agent picks up your declared variables whenever the customer mentions them, so you don’t need a separate question step for each one. See Auto-collect.
  • Chat agents also get Chat style (tone and formatting for chat), Client tools (whether the widget may take the visitor to a page or open a link) and a Navigate allowlist.

WhatsApp (WhatsApp agents only)

The WhatsApp number the agent answers, conversation length, greeting and reply-button options, the note sent when a person takes over, templates and links it may send, an optional second language, and call-back requests. See WhatsApp agents.

Rules, intents, variables

These belong to the flow itself and save with it:

  • Global rules - “never do this” guardrails that apply on every step.
  • Global intents - things a customer can say at any point to jump to a step.
  • Variables - every value the flow reads or writes.

See Global rules and intents and Custom variables.

After the call (or After the chat)

  • After the call - for each CRM or Google Sheet you’ve connected under Integrations, log the conversation or create a lead once it ends, optionally only when a condition is met. A failure here never affects the call.
  • Calendar scheduling - let the agent check availability and book meetings during the conversation.
  • Conversation evals - the checklist an AI reviewer grades this agent’s conversations against. See Conversation evals.

Settings that live elsewhere

  • Tools (transfer to a human, send a WhatsApp, webhooks, end call and more) are switched on per step in the flow builder’s Runs on card. See Tools & actions.
  • Silence handling is set per step too - see Silence timeout.
  • Business hours for an inbound agent are set on the Inbounds page. See Inbound calls.

Test, then publish

Click Test in the top bar to try the draft before anyone else hears it: type as the caller (Simulate), talk to it through your laptop microphone (Voice), or have it ring your own phone (Test call). See Test your agent.

When it behaves the way you want, click Publish. A checklist runs first: anything that would break a conversation must be fixed, and warnings are worth a look. After publishing, the agent shows LIVE and your campaigns, numbers, chat widget or WhatsApp number can use it.

Drafts and Republish

You always edit a draft. A live agent keeps running on its published version while you work. When the draft differs, the top bar shows Unpublished changes and a Republish button - click it to push your edits to new calls. Campaigns already running stay on the version they started with.

Unpublish takes a live agent offline. Its flow is kept, so publishing again brings it back.

Lock an agent

The person who created an agent can Lock it from the top bar. A locked agent can’t be edited by anyone - its flow, settings and name are frozen, and a Locked badge shows next to its name. Only the creator can Unlock it again. Use it to protect an agent that’s working well from accidental changes.

Next: Prompt & flow builder → - build the conversation step by step.