Agents

Agents are your AI team members. They handle conversations across every channel — web chat, phone, SMS, email, Discord, and Slack — following the workflows you define, collecting data, and escalating to humans when they need to.

Creating an Agent

1. Go to People → Agents
2. Click Create Agent
3. Configure the settings below
4. Click Save

Agent Settings

Writing a Good Bio

The bio is one of the most important settings. It tells the AI who it is and how to behave. A good bio includes:

• Who the agent is — "You are Sarah, a friendly customer service agent for Acme Corp"
• Tone and personality — "You're warm but professional, and you keep responses concise"
• Key behaviors — "Always confirm appointment details before booking" or "Never discuss pricing — redirect those questions to the sales team"
• Boundaries — "If asked about topics outside your scope, politely redirect to a human agent"

Choosing a Model

Different AI models offer different trade-offs:

• More capable models handle complex reasoning, nuanced conversation, and multi-step tasks better
• Faster models respond more quickly, which matters for voice calls and real-time chat
• Cost varies by model — check your workspace usage dashboard for token costs

The best approach: start with a capable model, test your workflows, and switch to a faster/cheaper model only if the quality holds up.

Choosing a Voice

For phone and web voice conversations, each agent needs a voice. Available voices depend on the AI model selected. Consider:

• Gender and tone — Match the voice to your brand
• Clarity — Some voices work better for phone audio quality
• Language — Voice support varies by language and model

Preview voices in the agent editor before committing.

Assigning Agents to Workflows

Agents are assigned at two levels:

Workflow-Level Assignment

Every workflow has a default agent that handles all conversations in that workflow.

1. Open a workflow
2. Set the Agent field to your preferred agent
3. All tasks in the workflow use this agent unless overridden

Task-Level Override

Individual tasks within a workflow can use a different agent. This is useful when:

• A specialized task needs a more capable model
• You want a different personality for different conversation stages
• A specific task requires a voice-optimized agent

To override:

1. Open a task in the workflow editor
2. Set the Agent field to a different agent
3. This task uses the override; other tasks use the workflow default

What Agents Can Do

Out of the box, agents can:

• Converse — Respond to messages in natural language across all channels
• Collect data — Fill out forms by asking questions naturally during conversation
• Follow workflows — Move between tasks, check goals, and advance the conversation
• Escalate — Hand off to human team members when they encounter requests outside their scope

With abilities enabled, they can also:

• Search the web for current information
• Book appointments on connected calendars
• Read, search, and create files
• Query and create form records
• Forward and hang up phone calls
• Use custom tools and MCP server integrations
• Escalate to a supervisor AI for quality review

See the Abilities guide for how to enable each capability.

Tips

• One agent, many workflows — You can reuse the same agent across multiple workflows. It will follow each workflow's specific prompts and tasks.
• Test in web chat first — Before deploying to phone or SMS, test your agent in a web chat to iterate quickly on prompts and behavior.
• Keep bios focused — A clear, specific bio produces better results than a long, generic one. Tell the AI exactly what it should and shouldn't do.
• Monitor conversations — Review chats in Chats to see how your agent handles real conversations and refine prompts accordingly.

Related

• People — Overview of workspace members and agents
• Workflows — Building the conversation flows agents follow
• Abilities — Extending what agents can do
• Phone & Voice — Voice-specific agent configuration