> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kallabot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agents

> Your agent's face, voice, languages, personality and instructions, and how publishing works.

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.

## 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.

> [tab] Identity
>
> **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:
>
>   | Personality | Sounds like |
>   | - | - |
>   | **Warm** | Friendly and caring. Good for clinics and salons. |
>   | **Professional** | Clear and efficient. Good for law firms and brokers. |
>   | **Upbeat** | Bright and energetic. Good for shops and gyms. |
>   | **Calm** | Unhurried and reassuring. Good for support lines. |

> [tab] Voice
>
> **How it sounds.** Browse the voice library and hover over any voice to hear it.
>
> Want your own voice, or your manager's? Open the voice lab and **clone** one: record a short sample or upload a clip, and Kallabot makes a voice from it. Only clone a voice you have permission to use.

> [tab] Instructions
>
> **What it does and how.** Write the agent's job in plain sentences: who you are, what callers usually want, what it should and shouldn't do, and when to hand over to a person. Set the **greeting**, the first line callers hear. If the agent makes calls, set a separate opening line for those calls.

> [tab] Knowledge
>
> **What it knows.** Attach your website, price list, files or a listings sheet. See [Knowledge](https://docs.kallabot.com/guides/knowledge.md).

> [tab] Tools
>
> **What it can do.** Book on Google Calendar, save to Google Sheets, send a WhatsApp or email, search the web, transfer to a person, or call your own systems. See [Tools](https://docs.kallabot.com/guides/tools.md).

> [tab] Channels
>
> **Where it works.** Pick its phone number, WhatsApp number, Instagram or Facebook Page, and web chat widget. See the channel guides under **Phone** and **Chat channels**.

## Writing good instructions

> [accordion] Write like you'd brief a new hire
>
> Short sentences, one rule each. "We close at 6pm on Thursdays" beats a paragraph about opening hours.

> [accordion] Say what to do when it doesn't know
>
> For example: "If you don't know the price, say a colleague will call back today, and take their name and number."

> [accordion] Name the hand-over moments
>
> "If the caller is upset, or asks for the manager, offer to transfer them to reception."

> [accordion] Put facts in knowledge, not instructions
>
> Prices, addresses and policies change. Keep them in [Knowledge](https://docs.kallabot.com/guides/knowledge.md), so you update them in one place.

## 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.

## 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.

## 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.

## 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.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.