Configure agents
An agent contains reusable behavior for calls: its name, voice, system prompt, and optional knowledge files. A campaign adds the specific purpose and contact context for a particular calling job.
Choose a starting point
The dashboard provides default agents for common workflows:
- General Outbound Agent: reminders, invitations, confirmations, surveys, announcements, callbacks, and general outreach.
- Debt Collection Agent: payment reminders, balances, overdue accounts, school fees, loans, invoices, and arrears.
You can use a default agent as-is or create a copy with your own voice and prompt.
Create an agent
- Open Agents.
- Select Create agent.
- Enter a recognizable name, such as
School Fees Reminder.
- Select a voice from the voice library or keep the default voice.
- Write the system prompt.
- Attach knowledge files if the agent needs reusable factual information.
- Save the agent.
Write the system prompt
Describe stable behavior that should apply across calls:
- Who the agent is
- How it should speak
- What it should do when the person is unavailable
- How it should handle uncertainty
- When it should ask a follow-up question
- When it should schedule a follow-up or request human help
Do not put one customer’s balance, appointment time, or event details in the system prompt. Put those values in the uploaded contact row or campaign instructions.
Agent prompt versus campaign instructions
Test before calling
Use Try Voice from the agent page to test the greeting, turn-taking, voice, and knowledge behavior. Test with the same kind of question your real contacts will ask.
Do not put secrets, API keys, passwords, or private information for unrelated customers in an agent prompt or knowledge file.
