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An agent is the AI that talks to your customers. You can have as many as you like: one for the front desk, one for sales follow-ups, one for each branch. The same agent can answer phone calls, WhatsApp, Instagram, Messenger and your website chat. Open Agents to see them all. Click Create agent ▾ to make a new one, start from a template, or duplicate one you already have.

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The six steps

Every agent is built in the same six steps. A live phone preview beside the editor shows how it will greet people.
Name, face, language and personality.
  • Face. Choose from a set of illustrated faces. Your team sees it everywhere the agent appears.
  • Language. Around 50 languages. Languages with dialects open up: Arabic, for example, offers Emirati, Saudi, Qatari, Kuwaiti, Egyptian, Jordanian, Lebanese, Iraqi, Moroccan and more. There’s also an option for callers who could speak any language.
  • Personality. Four styles, each with a sample opening line you can hear:

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Writing good instructions

Short sentences, one rule each. “We close at 6pm on Thursdays” beats a paragraph about opening hours.
For example: “If you don’t know the price, say a colleague will call back today, and take their name and number.”
“If the caller is upset, or asks for the manager, offer to transfer them to reception.”
Prices, addresses and policies change. Keep them in Knowledge, so you update them in one place.

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How it sounds human

You don’t have to set any of this up. Every agent:
  • Waits until the caller has actually finished, so it doesn’t jump in while someone reads out a phone number.
  • Lets callers interrupt, but doesn’t stop for a quick “mm-hm”.
  • Says small “mm-hm”s while the caller talks for a while, so the line never feels dead.
  • Follows callers who switch between English, Arabic, Urdu and Hindi mid-sentence.
  • Ends the call politely once the conversation is clearly over.
  • Never claims to be a human when asked directly.

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Publishing and versions

Your agent has two states: what callers hear (the published version), and what you’re working on (the draft).
1

Edit freely

Every change saves to the draft. Callers don’t hear it yet.
2

Test the draft

The Test tab lets you talk to your latest changes in the browser before anyone else hears them.
3

Publish

Click Publish changes. New calls and chats use it straight away. Calls already in progress finish on the version they started with.
Every published version is kept. If a change goes wrong, open the agent’s version history and restore an earlier one.

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Test your agent

Open the agent and choose Test, then Start test call. You talk to the agent through your computer’s microphone, exactly as a caller would hear it. Test calls appear in Calls with a recording and transcript, so you can read back what happened. To test a WhatsApp or chat agent, use the chat playground in its studio.

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Duplicate or archive

  • Duplicate an agent to start a new one from a copy, for example the same front desk for a second branch.
  • Archive an agent you no longer use. It stops answering, and its past calls and chats stay.