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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 Members → Agents
  2. Click Create Agent
  3. Configure the settings below
  4. Click Save

Agent Settings​

SettingWhat It Does
NameHow the agent introduces itself and appears in the UI
BioPersonality description and background context — this shapes how the AI communicates
ModelWhich AI model powers the agent (affects capability and cost)
VoiceThe voice used for phone and web voice calls

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, configure the voice on the Workflow assistant. You can copy an Agent's voice and model settings into the draft as a starting point. Available voices depend on the selected AI model. 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 Workflow Assistant editor before publishing.

Copying Agent Settings into Workflows​

An Agent is a reusable starting point, not a live dependency of a Workflow. When you copy from an Agent, the Workflow draft receives its own assistant name, identity, model settings, and voice settings. Later Agent edits do not change that Workflow.

  1. Open a Workflow draft.
  2. Select Copy from…, then Agent.
  3. Choose the Agent and copy its settings.
  4. Edit the copied assistant settings for this Workflow as needed.
  5. Publish the draft to preserve those settings as a version.

You can also copy settings from another Workflow revision. For a one-off Chat, the creation dialog can override the assistant name and models without changing the pinned Workflow revision.

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 starting point, many Workflows — Copy the same Agent settings into multiple Workflow drafts, then tailor and version each Workflow assistant independently.
  • Test in web chat first — Before deploying to phone or SMS, test the Workflow assistant 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 each Workflow assistant handles real conversations and refine its draft accordingly.
  • Members — Overview of workspace members and agents
  • Workflows — Building versioned conversation flows and assistant settings
  • Abilities — Extending what agents can do
  • Phone & Voice — Voice-specific Workflow assistant configuration