Agent Builder

Create and set up AI voice agents that handle phone calls for your firm. They can collect info, answer questions, and pass calls to your team when needed. 🤖📞

🧐 What is Agent Builder?

Agent Builder is a tool where you build AI voice agents. These agents talk on the phone for you! Here's what they can do:

📞 Handle incoming and outgoing phone calls
📝 Follow your custom instructions during the conversation
📋 Collect info from callers using forms
🔀 Transfer calls to your team members
💬 Send texts and emails during or after calls
📚 Use your knowledge base to answer specific questions
📊 Analyze calls after they're done with statuses and data

🏗️ Creating an Agent

There are two ways to create an agent:

🧙 Agent Builder Wizard (Recommended)

The Agent Builder Wizard walks you through a guided, step-by-step flow that collects your goals, recommends a template, and pre-fills defaults — so you can go from zero to a working draft agent in minutes.

Go to Agent Builder in the main menu
Click Create Agent with Wizard
Answer the onboarding questions (practice area, contact type, goal)
Walk through each step: Name & Voice, Call Criteria, Actions, Welcome Messages
Review and click Create Draft Agent
Test and publish from the full agent builder

The wizard supports templates for common workflows (Client Intake, Appointment Setter, AI Receptionist, Transfer Agent, Medical Information, Case Reactivation, Form-Based, and Custom) and generates a tailored prompt using AI.

🎬 Manual Creation (Starter Flows)

You can also create an agent manually with a starter flow:

Go to Agent Builder in the main menu
Click Create Agent
Pick a starter flow (or start from scratch)
Set up the agent's instructions, voice, and settings
Test it with a test call 🧪
Publish when you're happy with it ✅

Starter	Description
Prompt-Based	Start with a blank page and set everything up yourself
Form-Based	Pick a form — the agent's instructions are built from the form's questions automatically
AI Receptionist	Ready-to-go setup for answering incoming calls
Transfer Agent	Ready-to-go setup for transferring calls to your team

🖥️ Agent Layout

The agent editor has two columns on one page:

Left column — Agent instructions, form picker (if form-based), knowledge base, actions (transfer, SMS, email), and the Customize Behavior chatbox
Right column — Extra settings: voice, call options, voicemail, background sound, after-call analysis, and the test call panel

✍️ Agent Prompt

The General Prompt is the main set of instructions that tells the agent how to act. You can use to plug in custom info like names or case details.

💡 Writing Good Prompts

Tell the agent exactly what its job is and how it should sound
Add instructions for tricky situations
Use variables like , , to make each call feel personal
Say what info to collect and when to transfer the call

👋 Welcome Messages

Set what the agent says first when a call starts:

Setting	Description
Inbound Welcome Message	What the agent says when someone calls in
Outbound Welcome Message	What the agent says when it calls someone

🔧 Override System Prompt

For form-based agents, the instructions are created from the form automatically. Turn on Override System Prompt if you want to write your own instructions instead.

📋 Form-Based Agents

Form-based agents use a form to guide the conversation. The agent automatically:

Builds instructions from the form's sections and questions
Collects answers during the call
Saves the answers back to the form
Tracks which questions were answered, skipped, or left empty

📝 Setting Up a Form-Based Agent

Click the Form Selector in the agent editor
Pick an existing form or make a new one
The agent's instructions are built from the form automatically
You can turn on Override System Prompt to customize even more

📄 Task Extraction

Click Extract Tasks to have the AI read a document (PDF, Word) and turn it into form questions automatically. This is great for turning existing questionnaires into agent-ready forms! 🪄

🦸 Agent Capabilities

Turn on extra things the agent can do during calls:

🔀 Call Transfer

When turned on, the agent can send calls to a real person:

Setting	Description
Transfer Number	The phone number to send the call to
Transfer Type	Cold transfer (sends right away) or warm transfer (gives context first)
Transfer Only If Human	Only complete the transfer if a real person picks up
Human Detection Timeout	Seconds to wait for a real person to answer
Whisper Message	An optional message spoken only to the receiving agent before the transfer completes 🤫

💬 Send SMS

The agent can send a text message during or after a call:

Setting	Description
SMS Body	The message template (can include variables)

📧 Send Email

The agent can send emails to the client:

Setting	Description
Email Variable	Which variable has the client's email (e.g., )
Email Subject	The subject line
Email Body	The email content

📂 Managing Agents

📋 Agent List

The main Agent Builder page shows all your agents with:

Feature	Description
Search	Find agents by name 🔍
Voice Preview	Listen to agent voice samples directly from the list 🔊
Pagination	Browse through your agents page by page
Delete	Remove agents you don't need anymore 🗑️

✏️ Editing an Agent

Click on any agent in the list to open the editor. Your changes are saved as a draft until you hit publish.