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How to configure an agent

Customize your agent behavior, communication style, and call parameters.

Access settings​

  1. Open your agent profile.
  2. Go to Instructions.
  3. Click Edit agent.

Basic configuration​

Greeting, instructions, and farewell​

  • Edit greeting/farewell messages.
  • Define the objective, tone, FAQs, and objection handling.

Skills​

  • Add tools the agent can use during calls (e.g., Google Calendar availability).
  • Mention these skills in your prompt instructions.

Variables​

  • Use input variables (e.g. {{name}}, {{product}}) for personalization.
  • Variables appear automatically when referenced in instructions.

Post-call evaluation​

  • Call summary prompt
  • Success criteria
  • Output variables (numeric/text/boolean)

Advanced settings (Media tab)​

  • Max call duration
  • Silence timeout
  • Call forwarding
  • Retry rules and working hours
  • Callback handling

Save changes​

Don’t forget to click Update.

Recommendations​

  • Run test calls before publishing changes.
  • Use variables for personalization.
  • Review reports and iterate on success criteria.