AI Employee Configuration
Table of Contents
- Accessing Configuration Settings
- Personality Settings
- Language and Voice Configuration
- Behavior Settings
- Call Routing Configuration
- Integration Settings
- Voicemail Detection
- Testing Your Configuration
- Configuration Best Practices
- Advanced Configuration Tips
Accessing Configuration Settings
To configure an AI employee, navigate to their individual detail page and access the Configuration tab.Navigation Path
- Go to the AI Employees section from the main navigation
- Click on the AI employee name you want to configure
- Select the Config tab from the employee detail navigation
Configuration Structure
The configuration page is organized into logical groups: Core Settings: Fundamental configurations that define the AI employee’s identity and behavior:- Personality (greeting and conversation prompt)
- Languages and Voices
- Behavior parameters
- Transfer to Number
- Transfer to Employee
- Phone Number assignment
- Calendar integration
- Voicemail Detection
Personality Settings
Personality is the heart of your AI employee’s identity. It determines how they introduce themselves and conduct conversations.Greeting Message
The greeting message is what your AI employee says at the very beginning of each call. It sets the tone for the entire interaction. Components of an effective greeting:- Introduction of the AI employee or company
- Clear statement of purpose
- Invitation to engage
Greeting Translations
If your AI employee supports multiple languages, you can provide translated versions of the greeting for each language. This ensures callers receive a native-language experience from the first moment. Setting up translations:- Open the Personality settings
- Locate the greeting translations section
- Enter the greeting text for each additional language
- Save your changes
System Prompt
The system prompt defines your AI employee’s overall behavior, knowledge, and conversation style. This is the most powerful and flexible configuration option. What to include in a system prompt: Identity: Who the AI employee represents and their role. “You are a friendly customer service representative for Acme Corporation, a leading provider of home improvement products.” Knowledge base: What the AI employee knows and can discuss. “You can answer questions about our product catalog, store hours, return policies, and delivery options.” Conversation style: How the AI employee should communicate. “Maintain a professional yet warm tone. Keep responses concise but helpful. Ask clarifying questions when the caller’s request is unclear.” Actions: What the AI employee can and should do. “If a customer has a billing issue, offer to transfer them to the billing department. If they want to make a purchase, direct them to our website or nearest store location.” Boundaries: What the AI employee should not do. “Do not make promises about pricing or promotions without verification. Do not provide personal opinions on competitor products.”AI-Assisted Prompt Generation
The platform can help generate or improve your system prompt:- Provide your company context and the employee’s purpose
- The AI assistant suggests prompt language
- Review and customize the generated content
- Save the final version
Language and Voice Configuration
Configure which languages your AI employee speaks and how they sound.Primary Language
The primary language is the default for all conversations. It determines:- The language of the greeting message
- The AI model’s default processing language
- The default voice selection
- Open Languages & Voices settings
- Choose from the available language options
- This becomes the baseline for all other language configurations
Additional Languages
Expand your AI employee’s reach by adding support for multiple languages. How multilingual support works:- The AI employee can detect which language a caller uses
- They automatically switch to the caller’s language when supported
- Each language can have its own voice configuration
- Greeting translations ensure a consistent welcome in any language
- Open the Languages & Voices dialog
- Click to add languages from the available options
- Configure voice settings for each added language
- Provide greeting translations
Voice Selection
Each language requires a voice configuration. Voice options include: Voice ID: Select from available synthetic voices that match your brand. Voice Label: A descriptive name for the voice (for your reference).Voice Parameters
Fine-tune the voice quality with adjustable parameters: Stability: Controls how consistent the voice sounds. Higher values produce more uniform output; lower values allow more expressive variation. Speed: Adjusts how fast the AI employee speaks. Range typically spans from slower (more deliberate) to faster (more energetic). Similarity: Controls how closely the output matches the original voice model. Higher values produce more accurate reproduction. Recommended approach: Start with default values and adjust based on feedback from test calls.Behavior Settings
Behavior settings control technical aspects of how your AI employee operates during calls.AI Model Selection
Choose which AI model powers your AI employee’s conversations. Different models offer trade-offs between:- Response quality and sophistication
- Processing speed
- Cost efficiency
- For complex conversations requiring nuanced understanding, choose more capable models
- For simple, high-volume interactions, more efficient models may suffice
Maximum Call Duration
Set a limit on how long individual calls can last. Why set a maximum duration:- Prevents runaway calls from consuming excessive resources
- Ensures calls do not extend beyond reasonable lengths
- Provides a safety boundary for edge cases
- Consider your typical call length needs
- Add buffer for longer conversations
- Default is usually 15 minutes (900 seconds)
- Adjust based on your specific use case
First Message Interruption
Control whether callers can interrupt the AI employee during the initial greeting. Disabled interruption: The greeting plays completely before the AI listens for caller input. This ensures the full introduction is heard. Enabled interruption: Callers can begin speaking at any time, and the AI responds immediately. This creates a more dynamic but potentially chaotic start. Recommendation: For professional settings, consider disabling first message interruption to ensure callers receive complete context before engaging.Call Routing Configuration
Configure how calls can be transferred during conversations.Transfer to Number
This feature allows your AI employee to transfer calls to human agents at specific phone numbers based on defined conditions. Configuration components: Phone Number: The destination number where calls should be transferred. Condition: A description of when the transfer should occur. This could be:- Caller request (“If the caller asks to speak with a human”)
- Specific scenarios (“If the issue involves a billing dispute”)
- Escalation triggers (“If the caller expresses significant frustration”)
- Cold transfer: The AI employee disconnects when the transfer initiates
- Conference transfer: The AI employee remains briefly to facilitate handoff
- Billing department for payment issues
- Technical support for product problems
- Manager escalation for complaints
Transfer to Employee
Transfer calls to another AI employee instead of a human. This is useful for: Specialized routing: Different AI employees handle different expertise areas. Language handoff: Transfer to an AI employee specialized in the caller’s language. Overflow handling: Route to backup AI employees during high volume. Configuration:- Select the destination AI employee from your roster
- Define the condition triggering the transfer
- Optionally set a transfer message
- Configure timing parameters like delay before transfer
Integration Settings
Connect your AI employee to external systems for enhanced functionality.Phone Number Assignment
Assigning a phone number enables your AI employee to receive inbound calls directly. Current status: Phone number assignment from the configuration page may show as “Coming Soon” with assignment managed through the Phone Numbers settings page instead. To assign a phone number:- Navigate to Settings > Phone Numbers
- Purchase or select an available number
- Use the assignment dropdown to link it to your AI employee
Calendar Integration
Connect calendars to enable appointment scheduling during calls. Prerequisites:- Calendar connections must be established in Settings > Integrations
- At least one Google Calendar or Microsoft Outlook calendar connected
- Open the Calendar settings in the AI employee configuration
- View available calendar connections
- Select which calendars this AI employee can access
- Configure booking parameters:
- Duration: Default appointment length
- Calendar name: Display name for the booking calendar
- Enable/Disable: Toggle availability for this AI employee
- Caller requests an appointment
- AI employee checks availability on connected calendars
- AI employee proposes available times
- Caller selects a time
- AI employee creates the calendar event
Voicemail Detection
Configure how your AI employee handles reaching voicemail during outbound calls.Why Voicemail Detection Matters
During outbound campaigns, a significant percentage of calls reach voicemail rather than live contacts. Voicemail detection allows your AI employee to:- Recognize when voicemail answers
- Choose whether to leave a message or hang up
- Deliver a customized voicemail message
Configuration Options
Enable/Disable: Toggle voicemail detection on or off. Behavior when voicemail detected:- Leave message: AI employee delivers a pre-configured voicemail message
- Hang up: AI employee disconnects without leaving a message
- Brief and clear
- Including callback information
- Aligned with the purpose of the call
Voicemail Detection Accuracy
Voicemail detection uses audio analysis to identify voicemail greetings versus live answers. While highly accurate, occasional misdetections can occur:- Live callers with formal answering styles may be detected as voicemail
- Very brief or unusual voicemail greetings may be missed
Testing Your Configuration
Before deploying configuration changes, test thoroughly.Test Call Functionality
Use the test call feature to verify your AI employee’s configuration:- Access the AI employee detail page
- Look for test call options
- Initiate a call to your own phone
- Experience the conversation as a caller would
- Note any issues with greeting, responses, or behavior
What to Test
Greeting: Does it sound natural? Is the volume appropriate? Is the message clear? Language: If multilingual, test each language to verify voice quality and greeting translations. Conversation flow: Ask typical questions your callers would ask. Does the AI employee respond appropriately? Transfers: If configured, trigger transfer conditions to verify routing works. Calendar booking: If enabled, attempt to schedule an appointment. Edge cases: Try unexpected questions to see how the AI employee handles them.Iterative Refinement
Testing is an iterative process:- Make your initial configuration
- Test
- Identify issues
- Adjust configuration
- Test again
- Repeat until satisfied
Configuration Best Practices
Start with Clear Goals
Before configuring, document:- What is this AI employee’s primary purpose?
- What should a successful call look like?
- What questions will callers commonly ask?
- What actions should the AI employee be able to take?
Write Natural Prompts
The system prompt should read naturally:- Avoid overly technical language
- Write as you would instruct a human employee
- Include context about your business
- Be specific about desired behaviors
Less Can Be More
Start with simpler configurations:- Focused prompt on primary use case
- Limited transfer rules initially
- Core language support first
Document Your Configuration
Keep records of:- What each AI employee is configured to do
- Why certain decisions were made
- Changes made over time
- Results from different configurations
Monitor and Adjust
Configuration is not “set and forget”:- Review call recordings periodically
- Track success metrics
- Gather feedback from transferred human agents
- Adjust based on real performance data
Advanced Configuration Tips
Handling Multiple Scenarios
For AI employees handling diverse caller needs, structure your prompt with clear scenario handling: “When the caller asks about [Topic A], respond with [Approach A]. When the caller asks about [Topic B], respond with [Approach B]. For any other questions, [Default approach].”Using Context Effectively
Provide relevant business context in your prompt:- Current promotions or special offers
- Recent changes that callers might ask about
- Seasonal information that affects responses
Balancing Scripted and Flexible Responses
Some responses benefit from consistency (company name, phone numbers), while others need flexibility (addressing unique questions). Your prompt can guide both: “Always mention our website address as www.example.com when directing callers to online resources. For questions about specific product features, provide helpful information based on the caller’s needs.”Regular Updates
Keep your AI employee’s knowledge current:- Update prompts when business information changes
- Refresh greeting messages seasonally
- Adjust transfer rules as your team structure evolves