Core Concepts
Agents
An agent is a configured AI persona that handles calls. Everything about how a call sounds and behaves comes from the agent.
Anatomy of an agent
| Setting | Controls |
|---|---|
System prompt | The persona, goal, and rules — the agent's brain. |
Language | Primary spoken language (drives transcription + voice). |
Voice | The native-audio voice the caller hears. |
Tools | Calendar booking, transfer, end call, callback, webhooks. |
Knowledge base | Documents the agent can look up mid-call. |
Max duration | Hard cap on call length. |
Backchannel | Natural 'mhm/right' acknowledgements while the caller talks. |
One workspace, many agents
Run as many agents as you need — a sales agent, a support agent, a survey agent. A purchased phone number is a workspace line shared by all of them: inbound calls route to the agent assigned to the number, and every agent dials out using the workspace number as caller ID.
Templates
Templates are pre-built agents (prompt + tools + voice) for common use cases. Start from one on the Templates page and customize it — faster than starting from a blank prompt.
Keep one agent focused on one job. A tightly-scoped agent outperforms a do-everything agent on a phone call.