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Agent Creation FAQs

What's the difference between an Inbound and an Outbound agent? An Inbound agent answers calls that customers make to your business. An Outbound agent makes calls to your contacts, leads, or campaign audiences. See Agents Overview.

How do I create a new agent? Go to Dashboard → Agents → Create Agent, give it a name, choose Inbound or Outbound, pick a voice, and save. See Create Agent for the full walkthrough.

Can one agent handle both inbound and outbound calls? No. Agent type is set when the agent is created and determines how it's used — you'll need a separate agent for each direction.

Do I need to write the agent's script myself? You write instructions in plain language describing how the agent should behave — greetings, questions to ask, how to handle objections, etc. See Agent Prompting and System Prompt.

Can I personalize what the agent says per contact (e.g. use their name)? Yes, using prompt variables that get filled in per call — like the contact's name or company. See Prompt Variables.

How do I test an agent before putting it live? Use the built-in testing tools to place a sample call and review how the agent responds before assigning it to a phone number or campaign. See Agent Testing.

What languages can an agent speak? An agent can be configured to use any of the 30+ supported languages, including mixed-language conversations like Hinglish. See Supported Languages.

My agent isn't behaving the way I configured it — what should I check? Start with Agent Troubleshooting — common causes are conflicting instructions in the prompt or an outdated system prompt.