Before you begin, make sure you’ve signed up for an account. You can find detailed instructions here.

If you already have an agent set up and working, and are just looking for information on maintaining it, visit the maintenance guide.

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Creating an agent

1

Start the creation process

After logging in, click “Create agent” to start the process.

You can also duplicate an existing agent from the home page by clicking the three dots information icon next to a profile. The duplicated profile will have the same name as the original, but appended with (copy). You can also export and import existing agents as .bin files.

2

Set a name, response language, voice, and greeting line

Full page: Voice, Agent settings

Set the general information for the agent, including agent name, response language, voice, and the welcome greeting.

After completing these steps, click “Next”.

3

Choose a language model

Go to Settings → Model to select which LLM will power your agent. The default is GPT-4o Mini, but others like Claude 3.5 Haiku or PolyLLM are also available depending on use case.

Full page: Model Selection

4

Select personality, role, and additional info

Next, select the personality, role, and enter the additional info for your agent.

Any additional info will be included as part of your agent’s personality prompt, packaged together with the other fields in this section.

After completing these steps, click “Next”.

5

Select knowledge topics

Full page: Knowledge base

Knowledge refers to the information and context the agent will have access to.

You can configure Actions, RAG (retrieval-augmented generation), and inline messaging with the Knowledge Base UI.

6

[Optional] Select a number for telephony integration

Full page: Telephony Integration

You may buy a number or connect an existing number for your agent. You can also skip this step and return later.

7

[Advanced] Integrate functions into your knowledge base

Full page: Functions

What they do: Functions allow you to add dynamic, programmable behavior to your agent, and allow you to handle external API calls, retrieve specific data, and use that data to make decisions based on real-time context.

Example use case: An agent retrieving shipping information for a customer query about an order.

8

[Advanced] Add a flow to your project

Full page: Flows What they do: Flows are designed for managing multi-step conversations, like booking a table at a restaurant, resetting a password, or collecting feedback.

Example use case: A customer reservation flow for a restaurant, with steps to ask for the date, time, and number of people before confirming the booking, as well as handling any problems that might arise along the way.

9

Test your agent (web-chat, browser call, or phone)

Full page: Agent Chat You can test your agent without deploying by:

  • Using the web chat interface
  • Making an in-browser voice call using the phone icon
  • Calling from a connected number
10

Publish your agent

Full page: Environments & versions Once you have completed setup:

  • Publish your agent to the Sandbox for internal testing.
  • Promote to Pre-release for user testing and QA.
  • Finally, promote it to Live to once it production-ready.

Each environment can be linked to a separate phone number and has rollback capabilities.

By following these steps, you can create a personalized and effective agent tailored to your needs.

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How does my agent work?

Full page: Processing order

Once your agent is setup, here is how it will process calls:

  1. Caller speaks: The agent receives the caller’s input as an audio stream.
  2. ASR Service: Transcribes the audio into text.
  3. LLM Service: Interprets the request and determines an appropriate response.
  4. TTS Service: Converts the response back into speech and delivers it to the caller.

This cycle allows for real-time, responsive interactions. For a deeper breakdown of processing steps, see the advanced conversation flow processing order page.

To tune your agent’s latency and style of reply, try adjusting the Interaction Style slider under Audio Management. Choose between Turbo, Swift, Balanced, or Precise.

You can set a custom disclaimer message to precede the call using an alternate voice. You can also assign multiple voices to your agent using the Multi-voice UI under Voice settings. Voices can be distributed across calls by percentage.