Your first voice agent¶
This guide walks you through creating an Agent that collects callback requests. You will connect a phone number and make a test call, then choose how to send requests to your team.
Before you start¶
You need agent-editing rights, a usable workspace number and routing access. Complete Before you begin if anything is missing.
1. Create the agent¶
Open Agents, start the creation workflow and choose Single Agent and Voice where those choices are offered. Give the agent an internal title, such as Service reception, and a spoken name, such as Nuvo.
Use the Persona field to describe who the Agent is and how it speaks to callers. For this example, use the text below and replace the company name with your own:
You are Nuvo, the digital phone assistant for NuvoCar Autohaus.
Speak to callers in a friendly, calm and concise manner.
Set the timezone and add morning, afternoon and evening greetings. For example:
2. Set recognition and voice¶
Choose the recognition provider and the main language your callers use. Keep the initial defaults. Choose a voice and check that names and numbers are easy to understand. See Speech and voice for more settings.
3. Add instructions¶
Choose an available model and keep its default settings for the first test. Leave the conversation history limit at 20 so the Agent can refer to earlier details.
Enter these instructions in the system prompt. {persona} inserts the text from the Persona field:
# Persona
<PERSONA>{persona}</PERSONA>
# Task
Collect a callback request. The opening greeting has already been played.
Ask for the caller's name and the reason for the call.
Ask for a company name only when relevant.
If the caller number is available, ask whether the team may call back on that number.
If it is missing or the caller wants another number, ask for the preferred number.
Read a newly given or corrected number in full and wait for confirmation.
Use only the number the caller has agreed to use for the callback.
Ask one question at a time. Accept corrections and do not invent details.
Briefly confirm the callback request once all required details are available.
If the caller declines a callback, close without confirming a request.
Do not promise delivery or a callback time unless a configured process confirms it.
If information is missing, explain what is still needed.
Caller number:
{caller_phone_number}
Recent conversation:
{conversation_history}
Save the agent. Keep {conversation_history} in the prompt and a history limit above zero so earlier turns remain available.
4. Connect a number¶
Open Routing, choose the intended workspace number and use Assign agent or flow to select the agent. Check the default route and any time-based overrides. An override may send your test call somewhere else.
If you cannot select a number, follow Assign a phone number.
5. Place a controlled call¶
Call the number and use fictional details. Change one detail halfway through the call.
- The intended agent answers.
- The greeting is understandable.
- The agent collects the name, reason and confirmed callback number.
- The correction replaces the earlier value.
- The agent does not claim it sent anything.
After hanging up, open Call History and compare the summary with your test. For live investigation, use Live Calls.
6. Add the handoff¶
Choose how the team should receive the request:
| Requirement | Configure |
|---|---|
| Send a message during the call after confirmation | Email Tool |
| Send the final summary after the call ends | Post Processing |
| Write a ticket or CRM record | API tool |
| Connect the caller to a person | Forwarding |
Test delivery before changing the prompt to promise it. Use the go-live checklist before real callers depend on the agent.