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Nedzo supports three agent types, each designed for a different channel. All agent types share the same prompt, actions, and knowledge base configuration — the differences are in how they communicate.

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Voice agents

Voice agents handle phone calls using AI. They can make outbound calls or answer incoming ones.

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Call direction

  • Outbound — The agent makes calls to your contacts. Used for lead qualification, appointment reminders, follow-ups, and outreach campaigns.
  • Inbound — The agent answers incoming calls. Used for customer support, reception, and intake.
You can change the direction at any time from the agent’s Prompt tab.

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Phone number assignment

Voice agents need a phone number to make or receive calls. Assign one from the Settings tab under Telephony. Purchased numbers — Phone numbers you own in your workspace. Both inbound and outbound agents can use these. Each inbound agent needs its own number — two inbound agents can’t share the same number. Every new account starts with one free US number, assigned automatically at signup, so an agent has something to use straight away. Buying additional numbers requires a paid plan — see buying phone numbers on a trial. Some countries require a regulatory bundle before you can purchase a number. When buying a number for one of these countries, you’ll see a prompt to create a regulatory bundle first, with a button that takes you to the Trust Center with the country pre-filled. Verified Caller IDs — Numbers you’ve verified for outbound use only. Useful when you want calls to show your existing business number. Not available for inbound agents.

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Call settings

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Voicemail

Enable voicemail detection from the Settings tab. When turned on:
  • The agent detects when a call goes to voicemail
  • It leaves your configured voicemail message
  • The call is logged with a “Voicemail” disposition
You can customize the voicemail message. The default is: “Hi, could you please call me back?”

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HIPAA compliance

Enterprise plans can enable HIPAA compliance mode. When enabled, call recordings, transcriptions, and logs are not stored. This is configured in the Settings tab under Security & Compliance.

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Chat agents

Chat agents handle text-based conversations across multiple messaging channels. They respond automatically and show all conversations in Unibox.

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Channels

Enable the channels you want from the Settings tab under Channels. SMS — Select a phone number from your workspace. Each chat agent needs its own SMS number. Instagram & Messenger — Select a connected Meta account (Facebook Page with linked Instagram). Connect your account first from Settings > Integrations > Instagram. Email — Each chat agent gets its own inbound email address on your verified sending domain. Configure it from the Settings tab once Email is enabled as a channel.

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Email channel

Once Email is enabled, set a per-agent local part (the part before the @). Inbound emails sent to that full address are routed to this agent’s conversations. Local part rules:
  • Lowercase letters, numbers, dots, hyphens, and underscores only
  • Max 64 characters
  • No leading, trailing, or consecutive dots
  • Must be unique within a workspace — two agents in the same workspace can’t share the same local part
Requirements:
  • A verified sending domain on the workspace — set up under Settings > Integrations > Email. Without one, the inbound address input is hidden because there’s no domain to attach to.
  • The Email channel must be enabled on the agent.
How it works:
  • Inbound emails to the agent’s address create or continue a conversation in Unibox under that agent.
  • The agent generates AI replies using its prompt, knowledge base, and configured actions — same engine that powers SMS, Instagram, and Messenger.
  • Replies sent automatically by the agent or manually from Unibox come from the agent’s own inbound address, not from a generic notifications address.
  • Each agent’s email conversations are scoped to that agent — two agents on the same workspace can have parallel email threads with the same contact.

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Channel-aware replies

Chat agents know which channel each incoming message came from and adjust their replies accordingly. You write one prompt — Nedzo layers channel-specific guidance on top automatically. The same agent can run across multiple channels and stay on-brand on each one — an SMS reply won’t be a wall of text, and an email reply won’t be a single sentence. Channel-specific instructions you put in the system prompt always take precedence over the defaults.

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Response timing

Set a delay (0–60 seconds) before the agent responds. A short delay makes conversations feel more natural. Configure this in the Settings tab.

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Manual message behavior

When you or your team sends a manual message, you may want the AI to pause so it doesn’t respond over a human.
  • Pause AI after manual message — Stops the agent from responding after a team member sends a message
  • Auto-reactivate after — Optionally resume AI responses after a set time (minutes, hours, or days)

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Message limits

Set a maximum number of AI messages per conversation to prevent runaway conversations. When the limit is reached, you can optionally send a final message — for example: “Thanks for chatting! A team member will follow up with you shortly.” Leave the limit blank for unlimited messages.

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Post-event behavior

  • Pause after escalation request — Stops the agent when a contact asks to speak to a human
  • Pause after appointment booked — Stops the agent after a calendar booking is made
  • Idle timeout — How long to wait before the pause takes effect (60–3600 seconds, default 300)

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Auto-close abandoned conversations

Close a conversation automatically when a customer stops replying. Once closed, the conversation moves out of the Open view in Unibox and the same finalization pipeline runs as a manual close: AI summary generation, Conversation ended workflow trigger, post-conversation webhook, and cost rollup. Configure it from the Settings tab → Auto-close abandoned conversations. Presets: 3, 5, 7, 10, or 15 minutes. Custom values (any positive integer + minutes/hours/days) can be set via the API by writing to chat_agents.auto_close_timeout_value and chat_agents.auto_close_timeout_unit directly. The Settings UI shows custom values as “Custom: N unit” — picking a preset overwrites the custom value. How it works:
  • When the agent sends an outbound reply, a timer is armed for the configured duration.
  • A customer inbound message cancels the timer — the conversation stays open.
  • If the timer expires without a customer reply, the conversation closes automatically with closed_by set to null (system close).
  • A customer reply on a system-closed conversation re-opens it (subject to the reopen window — see below) and the agent resumes responding. Manually-closed conversations (closed by an operator from Unibox) stay closed even if the customer replies — operator decisions are not overridden.
Scope:
  • Available on Chat agents only — covers SMS, Instagram, Messenger, and Email channels.
  • Not available on Voice agents (calls have their own duration limits) or Web Agents.

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Reopen window for closed conversations

Control how long a closed conversation can be re-opened by a new contact message before a fresh conversation is started instead. Useful when you want returning customers within a short window to land back in the same thread, but treat anyone returning weeks later as a brand-new conversation. Configure it from the Settings tab → Reopen closed conversations. How it works (with auto-close on):
  • When a closed conversation receives a new inbound message from the contact, Nedzo checks the time since the conversation was closed.
  • If reopen is on and the conversation was closed within the configured window, the same conversation re-opens and the agent resumes responding in it.
  • If reopen is off, or the close happened outside the window, a new conversation is created instead.
  • This applies to both system-closed (auto-close) and operator-closed conversations equally — the window is about elapsed time, not who closed it.
Scope:
  • Available on Chat agents only.
  • Independent of the auto-close timeout — the auto-close timeout decides when to close, the reopen window decides for how long a closed conversation remains reopenable.

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Protection keywords

Add keywords that trigger an escalation when a contact uses them. For example: “manager”, “human”, “complaint”. You can add up to 50 keywords. When a contact sends a message containing one of these keywords, the agent pauses and the conversation is flagged for human review.

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Web Agent

Web Agents let you embed an AI assistant directly on your website. Visitors can chat, talk, or both.

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Widget modes

  • Chat — Text-based conversation. This is the default.
  • Voice — Visitors can speak to your agent through their browser
  • Both — Visitors choose between voice and chat
Set the mode in the Settings tab. New widgets start in Chat mode, so voice is opt-in.

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Appearance

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Branding

  • Show branding — Toggle the branding footer on/off
  • Branding text — Customize the text shown in the footer

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Visitor context

The widget automatically captures context about website visitors to give your agent and team more information:
  • Page URL — The page the visitor was on when they started the conversation. This shows up in Unibox so your team can see what the visitor was looking at.
  • Name extraction — The agent extracts the visitor’s name from the conversation automatically. Once identified, the contact record is updated with their name.

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Markdown rendering

AI responses in the chat widget render basic markdown formatting:
  • Bold and italic text
  • Hyperlinks — links open in a new tab
User-typed messages are displayed as plain text. Markdown rendering works in both the embedded widget and the chat simulator.

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Multilingual support

Web Agents respond in the visitor’s language automatically. If a visitor writes in Spanish, the agent replies in Spanish — regardless of the language set in the Prompt tab. The language setting on the Prompt tab controls the agent’s default language and voice. The multilingual behavior applies to chat mode only.

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Embedding on your site

After configuring your widget, copy the script tag from the Settings tab and paste it into your site’s HTML, just before the closing </body> tag.
The widget loads asynchronously and won’t slow down your page.