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Open Settings → Agents to view the agents available to your team. Agents are separated into Calls and Messages because voice and messaging channels use different configuration.
The agents and editing tabs you see depend on your team’s products, agent type, and permissions.

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Configure a call agent

Select an agent on the Calls tab. Its editor can include:
  • Voice Settings: Voice, customer-facing agent name, new-customer greeting, existing-customer greeting, and internal name and description
  • Agent Settings: The agent’s operational behavior and enabled capabilities
  • Agent Logic: Additional logic, when configured for the team
  • Agent Flowchart: A visual representation of the agent flow, when available
Voice Settings can also show whether the agent inherits the team’s Knowledge Base or uses an explicit override. Prefer the shared Knowledge Base when the information applies across agents; use an override only when that agent needs different instructions.

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Configure a message agent

Select an agent on the Messages tab. Depending on the agent type, its editor can include:
  • Agent Settings for escalation, links, follow-up behavior, and channel-specific options
  • Objective for the goal, prompt, assistant name, first message, and available tools
  • Setup Instructions for channel installation or behavior
Message-agent types can include Outbound, Speed-to-Lead, Call Follow-up, Webchat, Google Local Services Ads, Yelp, New Customer Sign-Up, and Genesys SMS. Some campaign agents expose only the settings relevant to their objective.

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Make a safe change

  1. Open the correct team and agent.
  2. Record the behavior you expect to change.
  3. Update the smallest relevant setting.
  4. Save the change.
  5. Test a realistic customer scenario before relying on it in production.
Greetings, booking behavior, transfer rules, and message objectives are customer-facing. Review the result as a complete conversation, not only as an isolated field.