Agents

Agent workspace

This section is where you shape the conversation itself: identity, greeting, prompt, memory, speech, and voice. Stabilize those basics before adding automation.

A good agent can greet, collect information, keep context, and finish the call without surprises.

Use this area to create, test, and stabilize the callback assistant before you add more complexity. If the first phone call does not feel right, the fix usually starts here.

What this area is for

• Creating the assistant
• Defining identity and greetings
• Tuning listening and speaking
• Fixing prompt and continuity issues before you expand the workflow

When you should come here

• You are launching the first callback assistant in a workspace
• The assistant sounds inconsistent or forgets earlier turns
• You need to tune the prompt before adding tools or a knowledge base
• You want to improve the callback flow without changing telephony

Read this next

• Creating Agents for the setup path
• Agent Options for prompt, model, and conversation-history settings
• Common Issues when behavior feels wrong and you need the fastest troubleshooting path
• Voice Configuration after the callback flow works and you want better voice quality
• Voice Debug Monitor when you need live-call visibility

Most common mistake

Teams often jump to tools or a knowledge base before the assistant can reliably collect the callback details in a live call. First confirm that the assistant can greet the caller, collect the name, company, reason, and callback number, and keep context between turns.

If you are still onboarding, go back to Launch Your First Voice Agent. If the call path works but the assistant does not, continue with Common Issues.