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Detailed Guide

Detailed Agent Creation Guide

This section provides an in-depth look at creating AI voice agents, going beyond the Quick Start to explore all options, best practices, and advanced configurations.

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Before You Start

Define Your Agent's Purpose

Take 10 minutes to answer these questions:

1. What is the agent's primary job?

Customer support (answer questions)Appointment schedulingLead qualificationOrder status inquiriesGeneral informationMultiple purposes

2. Who will be calling?

Existing customersNew prospectsPatientsClientsGeneral public

3. What information does the agent need to know?

Product/service detailsBusiness hours and locationPricing informationPolicies (returns, cancellation, etc.)Common questions and answers

4. What actions should the agent take?

Schedule appointmentsCreate support ticketsLook up informationCollect customer dataTransfer to specific people/departments

5. When should it escalate to a human?

Complex technical questionsBilling disputesComplaintsSpecific request typesNever (handle everything)

Write down your answers. They'll guide the agent creation process.

Agent Creation Methods Compared

AI-Powered Creation

Best For:

  • Getting started quickly
  • Standard use cases
  • When you're not sure exactly what you need
  • Testing concepts rapidly

Pros:

  • Fastest way to get started (10-15 minutes)
  • AI suggests best practices automatically
  • No technical knowledge needed
  • Creates complete, working agent

Cons:

  • Less granular control
  • May need refinement for unique cases
  • Limited to common patterns

Process:

  1. 1Describe what you want in plain English
  2. 2AI generates complete configuration
  3. 3Review and adjust if needed
  4. 4Deploy

Visual Builder

Best For:

  • Unique requirements
  • Complex conversation flows
  • Fine-tuned control
  • Advanced users

Pros:

  • Complete control over every detail
  • See exact conversation flow
  • Custom logic and branching
  • Advanced features available

Cons:

  • Takes longer (30-60 minutes)
  • Steeper learning curve
  • More decisions to make
  • Can be overwhelming initially

Process:

  1. 1Configure each component manually
  2. 2Build conversation flow visually
  3. 3Test each path
  4. 4Deploy

Detailed: AI-Powered Creation

1

Access AI Creator

Navigate to: Dashboard → Voice Agents → Create New → AI-Powered

2

Describe Your Agent

Structure your description with agent type, core responsibilities, key information, and personality/tone.

[Agent Type]: I need a [type] agent for [business/use case]

[Core Responsibilities]: The agent should:
- [Responsibility 1]
- [Responsibility 2]
- [Responsibility 3]

[Key Information]:
- [Business hours]
- [Location]
- [Contact info]
- [Important policies]

[Personality/Tone]: The agent should be [adjectives]
3

AI Generation Process

Click "Generate Agent" and wait 15-30 seconds while AI analyzes, generates, configures, and builds your agent.

Analyzing your requirements
Identifying key capabilities
Generating conversation flow
Creating knowledge base
Selecting optimal voice
Configuring integrations
Building response templates
Setting up escalation rules
4

Review Generated Agent

Review Agent Profile, Voice Configuration, Greeting Message, Knowledge Base, and Capabilities & Tools.

Agent Profile

Agent namePurpose descriptionIndustry category

Voice Configuration

Voice selectionSpeed (0.8x-1.2x)Pitch adjustment

Greeting Message

  • Keep under 15 seconds
  • Include company name
  • Sound natural, not scripted
  • Invite engagement

Knowledge Base

Business hoursLocation and directionsContact informationServices offeredPolicies mentionedFAQs based on common scenarios

Capabilities & Tools

Answer questions from knowledge baseSchedule appointmentsCreate support ticketsCollect customer informationTransfer to human
5

Refine Configuration (Optional)

Click any section to edit. Add new knowledge entries, edit existing answers, or adjust voice settings.

6

Test Your Agent

Click "Test in Simulator" and try different scenarios.

Basic Information Request

You: "What are your hours?"

Expected: Agent provides accurate hours from knowledge base

Primary Function

You: "I need to schedule an appointment"

Expected: Agent asks relevant questions, offers times

Edge Case

You: "Do you offer [service not in knowledge base]?"

Expected: Agent gracefully says not sure and offers to connect with someone

Escalation

You: "This is really complicated, I need to speak to a person"

Expected: Agent acknowledges and offers to transfer

Interruption Handling

You: "Agent speaking → Customer interrupts"

Expected: Agent stops and addresses the interruption

7

Deploy

When satisfied with testing, click "Deploy to Production".

Example Agent Descriptions

Dental Office

I need an appointment scheduling agent for a dental clinic.

The agent should:
- Schedule new patient appointments (60 minutes)
- Schedule cleaning appointments (30 minutes)
- Reschedule existing appointments
- Cancel appointments with 24-hour notice
- Answer questions about our services
- Provide directions to the office
- Handle emergency situations appropriately

Business Information:
- Open Monday-Friday, 8am-5pm
- Located at 789 Oak Street, Seattle, WA 98101
- Phone: (206) 555-1234
- Emergency line: (206) 555-9999
- Services: General dentistry, cosmetic, orthodontics

Policies:
- 24-hour cancellation policy
- New patients need 60-minute slots
- Cleanings are 30-minute slots
- We accept most insurance

The agent should be warm, professional, and reassuring since many patients are anxious about dental visits.

E-Commerce Store

I need a customer support agent for an online clothing store.

The agent should:
- Track order status
- Process return and exchange requests
- Answer sizing questions
- Provide product recommendations
- Handle shipping inquiries
- Resolve order issues
- Escalate complex problems

Business Information:
- Online only (no physical store)
- Operating 24/7
- Free shipping over $50
- Ships within 1-2 business days
- Email: support@fashionstore.com

Policies:
- 30-day return policy
- Free returns on all orders
- Exchanges processed immediately
- Refunds take 5-7 business days

Product Categories:
- Women's clothing (dresses, tops, bottoms)
- Men's clothing (shirts, pants, jackets)
- Accessories (bags, shoes, jewelry)

The agent should be friendly, helpful, and fashion-savvy to match our brand personality.

Real Estate Agency

I need a lead qualification agent for a real estate agency.

The agent should:
- Collect basic information from potential buyers/sellers
- Qualify leads based on timeline and budget
- Schedule appointments with appropriate agents
- Provide general market information
- Answer questions about our services
- Send property listings via email

Business Information:
- Serving Seattle metro area
- Team of 15 agents specializing in different areas
- Office hours: Monday-Saturday, 9am-7pm
- Sunday by appointment only
- Website: www.seattlerealty.com

Qualification Criteria:
- Buying timeline (immediate, 3 months, 6+ months)
- Budget range
- Preferred areas/neighborhoods
- Property type (condo, house, multi-family)
- Pre-approved for mortgage (buyers)

The agent should be professional, knowledgeable, and create urgency without being pushy.

Best Practices for Voice Agent Creation

Voice Selection

Match Voice to Brand:

  • Professional services: Authoritative, mature voice
  • Healthcare: Warm, reassuring voice
  • Tech/Startup: Young, energetic voice
  • Luxury brands: Sophisticated, polished voice

Consider Your Audience:

  • B2B: Professional, clear articulation
  • B2C: Friendly, conversational
  • Senior audience: Slower pace, clear enunciation
  • Young audience: More energetic, casual

Testing:

  • Don't settle on the first voice
  • Try 3-4 options
  • Get feedback from team members or customers

Writing Effective Prompts

Do:

  • Be specific about responsibilities
  • Include actual examples
  • Define personality clearly
  • Provide context about your business
  • Specify what NOT to do

Don't:

  • Be too vague ("be helpful")
  • Overload with unnecessary details
  • Contradict yourself
  • Use complex jargon unnecessarily

Building Knowledge Base

Coverage:

  • Aim for 80% of common questions
  • Include edge cases
  • Add policies in full detail
  • Provide examples when relevant

Organization:

  • Group by category
  • Use consistent formatting
  • Add cross-references
  • Update based on real calls

Language:

  • Write conversationally (how agent will speak)
  • Avoid corporate jargon
  • Use simple, clear language
  • Include specific numbers/details

Testing Strategy

Test Types:

  • Happy Path: Everything goes right
  • Edge Cases: Unusual scenarios
  • Failure Modes: When things go wrong
  • Interruptions: Customer interrupts mid-sentence
  • Clarifications: Agent needs to ask follow-up
  • Escalations: Triggers for human transfer

Test Checklist:

  • Greeting sounds natural
  • Answers are accurate
  • Personality is appropriate
  • Voice quality is clear
  • Response time is quick
  • Handles interruptions well
  • Escalates appropriately
  • Tools work correctly
  • Farewell is friendly

Iteration & Improvement

Week 1 - Listen to Every Call:

  • Identify gaps in knowledge
  • Note confusing phrasing
  • Watch for failed escalations
  • Add missing information

Week 2-4 - Focus on Problem Areas:

  • Address top issues first
  • A/B test different approaches
  • Refine conversation flow
  • Update knowledge base

Ongoing:

  • Monthly knowledge base review
  • Quarterly voice/personality assessment
  • Regular testing of new scenarios
  • Stay updated on product/policy changes

Common Mistakes to Avoid

1

Overcomplicating the Agent

Don't try to handle every possible scenario
Focus on top 20 use cases first
Escalate edge cases to humans
2

Insufficient Knowledge Base

Don't launch with just 5-10 entries
Aim for minimum 30-50 comprehensive entries
Add more based on real call data
3

Wrong Voice Selection

Don't pick voice based solely on your preference
Consider your audience and brand
Test with actual customers
4

No Escalation Path

Don't assume AI can handle everything
Always have clear escalation rules
Make it easy for customers to reach humans
5

Unclear Personality

Don't be inconsistent (friendly then formal)
Define personality clearly in system prompt
Test that it comes through in conversations
6

Skipping Testing

Don't deploy without thorough testing
Test minimum 20 different scenarios
Get team members to test independently
7

Set and Forget

Don't deploy and never update
Listen to calls regularly
Update knowledge based on real usage
Continuously improve

Ready to Create?

You now have everything you need to create an effective AI voice agent.

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