Agent Types
Voice Agents
Handle phone calls with natural conversation
Chat Agents
Website chat widgets for visitor engagement
Workflow Squads
Multi-agent orchestration for complex flows
How Agents Work
Every agent is built on four pillars:1. Language Model
Choose from a range of AI models optimized for different use cases — general purpose, complex reasoning, multimodal, or ultra-fast responses. You can select a model in the agent builder.2. System Prompt
The system prompt defines your agent’s behavior. Write clear instructions about the agent’s role, what it should help with, and any boundaries. See the Voice Agents or Chat Agents guides for examples.3. Knowledge Base
Documents that provide context:- Product catalogs
- FAQ documents
- Sales materials
- Technical specifications
4. Tools
Custom actions the agent can perform:- Function Tools: Connect to your business systems for inventory, pricing, and more
- Transfer Tools: Hand off to human agents
- SMS Tools: Send text messages
- Calendar Tools: Book meetings
Creating an Agent
Best Practices
System Prompts
Knowledge Base
- Start small: Begin with your FAQ and top 10 product documents
- Keep updated: Refresh documents when products change
- Structure clearly: Use headers and bullet points in documents
Testing
- Test with real customer scenarios
- Verify knowledge base queries work
- Check lead capture extracts data correctly
- Test edge cases (hang-ups, silence, unclear questions)
Agent Lifecycle
| Status | Description |
|---|---|
| Draft | Agent being configured, not active |
| Active | Agent is live and handling conversations |
| Paused | Temporarily disabled |
| Archived | No longer in use |
Next Steps
Voice Agents
Create phone-based AI agents
Chat Agents
Build website chat widgets
Knowledge Base
Manage agent knowledge
Custom Actions
Connect your business systems