Agents
Agents are AI-powered assistants that handle conversations on your behalf. Each agent has a unique personality, voice, and set of instructions.
Agent Types
| Type | Description |
|---|
Inbound Voice | Handles incoming phone calls |
Outbound Voice | Makes outgoing phone calls |
Chat | Text-based chat conversations |
Widget | Embeddable web widget for your website |
What is an Agent?
An agent combines:
- System Prompt - Instructions defining the agent’s behavior and goals
- Voice Configuration - The text-to-speech settings (for voice agents)
- Language - The language the agent speaks
- Variables - Dynamic data injected into conversations
Agent Properties
| Property | Type | Description |
|---|
id | string | Unique identifier (UUID) |
name | string | Display name for the agent |
agentType | string | Type of agent (Inbound Voice, Outbound Voice, Chat, Widget) |
prompt | string | System prompt with instructions for the AI |
voiceId | string | Voice provider ID for text-to-speech |
isActive | boolean | Whether the agent is active and can receive calls |
backgroundSound | boolean | Enable background sound during calls |
openingLine | string | First message the agent speaks when a call starts |
language | string | Agent language (english, spanish, french, etc.) |
voicemail | boolean | Enable voicemail detection (outbound only) |
voicemailMessage | string | Message to leave when voicemail is detected |
hipaaCompliance | boolean | HIPAA mode - disables logs, recordings, transcriptions |
callDuration | integer | Maximum call duration in minutes (1-60) |
speed | number | Voice speed multiplier (0.5-1.5) |
createdAt | string | When the agent was created |
updatedAt | string | When the agent was last modified |
Writing Effective System Prompts
A good system prompt clearly defines the agent’s role, goals, and boundaries.
Example: Appointment Reminder Agent
You are a friendly appointment reminder assistant for Acme Dental.
Your goal is to:
1. Confirm the customer's upcoming appointment
2. Offer to reschedule if needed
3. Answer basic questions about the appointment
Guidelines:
- Be warm and professional
- Keep calls under 2 minutes
- If asked about pricing or medical questions, offer to transfer to staff
Customer: {{customerName}}
Appointment: {{appointmentDate}} at {{appointmentTime}}
API Operations
