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An agent combines instructions, a voice, and optional tools to complete a task through conversation.
  1. Define the task. Choose one prompt or a workflow with several conversation steps.
  2. Choose AI connections. Select the services used to understand speech, respond, and speak. A realtime connection combines speech input and output.
  3. Add context and tools. Supply information about the caller and connect actions your agent can take.
  4. Test and publish. Review a draft through a browser conversation before publishing it.
  5. Connect channels. Use phone numbers, the browser tester, or the API to reach your agent.
  6. Review results. Open Conversations to inspect transcripts, available recordings, extracted data, and tool results.

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Workspace defaults and agent settings

Your workspace’s AI connections provide defaults. An agent can override selected connections for a particular language or use case. Changes to shared defaults can affect agents that inherit them, so test affected agents after changing a connection.

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Calls, runs, and campaigns

A call is a voice conversation. A run records an agent execution, including browser tests. A campaign organizes outbound calls to a list of contacts. Learn about agent types, call results, and campaigns.