Build and configure AI agents
Use the Agent Builder to configure prompts, voices, tools, and behaviors for your AI agents.
The Agent Builder is where you create, configure, and manage every AI agent. It is organized into tabs covering each aspect of the agent’s behavior.
Open the Agent Builder
Navigate to AI Agents in the sidebar, then click an existing agent or click Create Agent to start a new one.
Builder tabs
Global Prompt
Write or generate the system prompt that defines the agent’s identity, goals, and behavior.
- Full text editor for writing your prompt
- AI Prompt Generator: Drafts a prompt based on your business description. Click Generate Prompt, describe your business, and customize the output.
Agent Settings
- Name: Internal name visible to your team
- Agent type: Voice or Chat (set at creation)
- Phone number (voice): Assign the number this agent answers or calls from
- Outbound calling (voice): Toggle to allow outbound calls
Call Settings (voice agents only)
- Browse and preview voices from the voice library
- Filter by gender
- Set the agent’s language for speech output and recognition
- Call recording: On by default for voice agents
- Voicemail detection: Configure behavior when reaching voicemail
- Max call time: Set a duration limit
- Silence timeout: How long to wait in silence before prompting
- Post-call actions: Auto-apply tags, notes, or trigger workflows after calls
- Webhook: Toggle on, enter URL, and test to send post-call data to external tools
Tools & Abilities
Enable actions the agent can take during conversations. Each tool is a toggle:
- Book Appointment: Check calendar and book in real time
- Add Contact Tag: Tag contacts based on conversation outcomes
- Create CRM Note: Log call details to the contact’s timeline
- Send SMS: Send a text during or after the conversation
- Transfer to Human: Transfer the call to a live team member
- Look Up Contact Info: Search CRM for existing contact data to personalize responses
Knowledge Base
Link a knowledge base so the agent can answer questions using your business content. Knowledge base is linked from within the agent configuration.
Voice Lab
Test your voice agent before publishing:
- Open the agent in the Agent Builder.
- Click Voice Lab.
- Speak with the agent as a caller would.
- Review the transcript and adjust as needed.
Publish
Click Save and Publish in the top-right corner. The agent goes live immediately. Updates take effect as soon as you save — no downtime.