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Overview

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This section is how you finish the onboarding agent so it can work a real line - not how you name it or pick a voice. Identity (name, greeting, personality, Try this agent) is Your First Agent. Open that first if you have not shaped the agent yet.

The editor has no publish step: a change staged from a chat with Claude or ChatGPT is the only kind that waits for a publish (see Build a reliable phone agent). The header shows Live / v1 and Prompt Based - editing the live agent. Save only when you mean the next caller to hear it.

What to set up, in order

Section titled “What to set up, in order”

Do not walk the rail top to bottom on day one. This order is what actually makes an inbound receptionist work.

  1. Identity - already done on Your First Agent. Greeting + prompt + a test call that sounds like your company.

    Agent editor left rail with Identity selected
    editor-railExpand

  2. Skills - Knowledge - attach a library so the agent has facts. Without this, it guesses or says “I don’t know.” Knowledge.

  3. Call handling - Hang up - one clear “we’re done” reason, plus a duration ceiling. Otherwise a polite caller sits on a dead line. Hang up.

  4. After the call - set Call results (turn Call Summary on if you want Call Memory later; add only properties you will filter on). Then Alerts if someone should be notified. In the rail, Alerts appears above Call results.

  5. Recording & Privacy - turn recording on if someone will listen back. Put the consent line in the greeting. Recording.

  6. Then, only if a test call showed a problem - Tools & Workflows (SMS, skip-turn, silence, workflows), Transfer, Advanced (talks-over / can’t-hear), How the agent hears.

Required in the editor header is the go-live checklist. It opens Not ready for calls with required items and warnings. Anything required here will fail on a real caller even if Try this agent still works.

Not ready for calls Required checklist
requiredExpand
Required
Opens Not ready for calls. Required items (for example Telephony not connected) block real callers. Warnings call out mismatches such as tools mentioned in the prompt that are still off.
Edit with AInarrow: AI
Opens Claude / ChatGPT against this agent (needs an AI connection).
Live on
Which channels this agent answers. 0 of 2 channels means the test line can work while customers still cannot reach it.
Try this agentnarrow: Try
Rehearse before real callers. Browser or phone + PIN. Your First Agent.

Where each tab is documented

Section titled “Where each tab is documented”

The left rail groups match the live editor:

Identity
InstructionsVoice & Language
First-week tutorial - not repeated here
Skills
KnowledgeTools & Workflows
Call handling
TransferOutgoingHang upAdvanced
Outgoing is under Outbound Calls
Channels
Website WidgetTelephony
Shows 0 of 2 until connected
After the call
AlertsCall results
Rail order: Alerts, then Call results
Recording & Privacy
Recording, retention, and privacy

Do not create a separate Analysis Agent - Call results on this agent is the analysis.

A number answers one agent. Turning it on for a second agent takes it off the first.

Hearing (vocabulary, lag, interruptions that are really a transcription setting) is How the agent hears.

Troubleshooting

Section titled “Troubleshooting”
I opened the editor and do not know which tab to touch

Stay on Identity until Try this agent sounds right. Then Knowledge, then Hang up, then Call results / Alerts. Everything else is a response to a real complaint (talks over me, no recording, nobody got the email).

Required shows items to fix but Try this agent works

The test line skips some go-live checks. Open Required - if Telephony is listed under REQUIRED, callers still cannot reach the agent. Connect a channel under Channels before you put a customer number live.