AI Employees Guide
Table of Contents
- What Are AI Employees
- The AI Employees List View
- Understanding Employee Metrics
- Creating a New AI Employee
- Employee Status Management
- Searching and Filtering
- Employee Actions and Operations
- Best Practices for AI Employee Management
- Troubleshooting Common Issues
- Scaling Your AI Team
What Are AI Employees
AI Employees are intelligent virtual agents that handle phone conversations on behalf of your organization. Unlike traditional automated systems that follow rigid scripts, AI employees understand natural language, respond contextually, and adapt to the flow of conversation.Core Capabilities
Natural Conversation: AI employees engage in fluid dialogue, understanding context, responding to questions, and maintaining conversational coherence throughout each interaction. Multilingual Support: Configure AI employees to speak multiple languages, automatically detecting and responding in the caller’s preferred language. Voice Customization: Each AI employee can have a unique voice, allowing you to match the tone and style to your brand identity or the specific role. Intelligent Behaviors: AI employees can perform actions during calls such as:- Transferring calls to human agents when needed
- Routing to other AI employees with specialized knowledge
- Scheduling appointments directly on connected calendars
- Detecting voicemail and responding appropriately
How AI Employees Differ from Traditional IVR
Traditional Interactive Voice Response (IVR) systems force callers through predetermined menu options using keypad inputs. AI employees, in contrast:- Understand spoken natural language
- Do not require callers to “Press 1 for sales”
- Adapt responses based on conversation context
- Can handle unexpected questions gracefully
- Provide a human-like experience that improves caller satisfaction
The AI Employees List View
The AI Employees page presents all your virtual team members in an organized table format.Page Header
At the top of the page, you will find: Page Title: “AI Employees” clearly identifies the section you are viewing. Create Button: If you have permission to create AI employees, a prominent “Create Employee” button appears in the top right corner.Summary Metric Cards
Four metric cards provide an overview of your AI team’s status: Total Employees: The count of all AI employees in your organization. This number represents your virtual team size. Working Now: How many AI employees are currently set to Active status and ready to handle calls. Calls Today: The total number of conversations handled by all AI employees since midnight in your organization’s timezone. Team Performance: The average success rate across all AI employees, calculated as a percentage of successful calls versus total calls.Employee Table
The table displays each AI employee with the following information: Employee Name: The name you assigned to the AI employee. Clicking the name navigates to the employee’s detail page. Status: Indicates whether the employee is Active (ready to handle calls) or Inactive (paused). Language: The primary language and a badge showing how many additional languages are configured. Phone Number: The telephone number assigned to this AI employee, if any. Displayed in a monospace font for clarity. Conversations: A count of total conversations this AI employee has handled. Created: The date when this AI employee was first created. Actions: A menu providing quick access to common operations.Understanding Employee Metrics
Each metric card on the AI Employees page serves a specific purpose in helping you manage your team.Total Employees
This is a simple count of all AI employees in your organization. The number helps you understand your team size and capacity. Interpretation tips:- More employees typically means more specialized roles
- Consider whether each employee has a clear purpose
- Unused employees may indicate configuration cleanup is needed
Working Now
This metric shows how many AI employees are currently active and available to handle calls. The relationship between total employees and working employees is important:- If Working Now equals Total Employees, your entire team is operational
- If Working Now is zero, no AI employees can handle calls currently
- If Working Now is less than Total, some employees are intentionally paused
Calls Today
This real-time metric updates throughout the day, showing current activity levels. Use this to:- Verify that calls are being processed as expected
- Identify abnormally quiet or busy days early
- Monitor the impact of campaigns or marketing activities
Team Performance
The average success rate gives you a quick health indicator for your entire AI team. This percentage considers all calls across all employees. What affects team performance:- Quality of AI employee configurations
- Alignment between employee capabilities and call types
- Call timing and contact availability
- Technical factors like audio quality
Creating a New AI Employee
Creating an AI employee initiates the process of adding a new virtual team member.Before You Create
Consider these questions: What is the purpose? Define the specific role this AI employee will fill. Examples include:- Inbound customer support
- Outbound sales qualification
- Appointment scheduling
- Information collection
Creation Process
- Click the Create Employee button on the AI Employees page
- You will be taken to a creation form or wizard
- Enter the basic information:
- Name: A descriptive identifier for the AI employee
- Primary Language: The default language for conversations
- Complete the initial setup
- The new AI employee appears in your list
After Creation
New AI employees require additional configuration before they are ready for production use. After creation:- Access the employee’s detail page
- Configure Personality settings (greeting and prompt)
- Set up Language and Voice options
- Configure Behavior settings
- Add any necessary Integrations
- Activate the employee when ready
Employee Status Management
Each AI employee has a status that determines whether they can handle calls.Active Status
When an AI employee is Active:- They are ready to receive and make calls
- They appear in campaign employee selections
- They are counted in “Working Now” metrics
- Their phone number (if assigned) is operational
Inactive Status
When an AI employee is Inactive:- They cannot handle any calls
- They are excluded from campaign operations
- They do not affect active metrics
- Their configuration remains preserved
When to Use Each Status
Set to Active when:- Configuration is complete and tested
- You are ready for the employee to handle real calls
- Returning from a temporary pause
- Configuration changes are in progress
- Seasonal pause is needed
- Troubleshooting issues
- Retiring an employee without deleting
Changing Status
Status can be changed through:- The AI employee detail page
- Quick actions in the row menu
- Configuration updates that may trigger status changes
Searching and Filtering
As your AI team grows, search and filter capabilities become essential.Search Functionality
The search bar at the top of the employee list allows you to find AI employees by: Name: Enter part or all of an AI employee’s name to filter the list. Phone Number: Search by the assigned telephone number. Search is case-insensitive and matches partial strings, making it easy to find employees quickly.Using Search Effectively
For organizations with many AI employees:- Use consistent naming conventions to make searching intuitive
- Include role identifiers in names (e.g., “Sales - Enterprise”, “Support - Technical”)
- Search by function when you remember the role but not the exact name
Sorting
The table can be sorted by various columns:- Click column headers to change sort order
- Default sorting typically shows newest employees first
Employee Actions and Operations
Each row in the AI Employees table includes an actions menu providing quick access to common operations.Available Actions
Depending on your permissions, the actions menu may include: View Details: Navigate to the AI employee’s full detail page for comprehensive information and configuration. Edit Configuration: Access the settings panels to modify the employee’s configuration. Duplicate: Create a copy of this AI employee as a starting point for a new one with similar settings. Activate/Deactivate: Toggle the employee’s status without navigating away from the list. Delete: Permanently remove the AI employee. This action requires confirmation and cannot be undone.Performing Actions
- Locate the AI employee row
- Click the actions menu (three dots icon) on the right side of the row
- Select the desired action
- Confirm if prompted
Bulk Operations
For managing multiple AI employees simultaneously, consider:- Using the search function to locate groups of employees
- Performing individual actions efficiently with keyboard navigation
- Planning changes during low-activity periods
Best Practices for AI Employee Management
Naming Conventions
Develop a consistent naming system:- Include the role or function in the name
- Add identifiers for specialized versions (e.g., “Sales Agent - Spanish”)
- Avoid generic names that become confusing as your team grows
- “Customer Support - General”
- “Appointment Scheduler - Dental”
- “Lead Qualifier - Enterprise”
- “After Hours Support”
Role Specialization
Rather than creating one AI employee to handle everything, consider specialization: Benefits of specialized employees:- More focused prompts lead to better performance
- Easier troubleshooting when issues arise
- Cleaner analytics per use case
- Ability to optimize individually
- Small organizations with limited call types
- Initial testing phases
- Simple use cases with consistent patterns
Regular Review Cycles
Establish a cadence for reviewing AI employee performance: Weekly: Check high-level metrics and identify any immediate issues. Monthly: Review configuration effectiveness and listen to sample calls. Quarterly: Evaluate whether AI employee lineup matches business needs.Configuration Version Control
Before making significant changes:- Document current configuration
- Consider creating a duplicate for testing
- Make changes incrementally
- Monitor performance after each change
Troubleshooting Common Issues
Low Conversation Counts
If an AI employee has fewer conversations than expected:- Verify the status is Active
- Check if a phone number is assigned (for inbound)
- Confirm the employee is selected in active campaigns (for outbound)
- Review call routing configuration
Poor Success Rates
For AI employees with low success rates:- Listen to conversation recordings for insights
- Review the greeting and prompt configuration
- Check if the voice quality is clear
- Verify language settings match your audience
- Examine common caller questions and ensure the prompt addresses them
Unexpected Behavior
If an AI employee behaves unexpectedly:- Review recent configuration changes
- Check the system prompt for conflicting instructions
- Verify integration configurations
- Listen to affected conversations for patterns
Cannot Activate Employee
If you are unable to set an employee to Active:- Ensure all required configuration is complete
- Verify you have administrator permissions
- Check for validation errors in settings
- Contact support if issues persist
Scaling Your AI Team
As your organization grows, strategies for scaling your AI employee team become important.When to Add More Employees
Consider adding new AI employees when:- A new use case emerges that differs from existing roles
- You need language coverage not provided by current employees
- Campaign scale requires parallel processing capacity
- You want to A/B test different conversation approaches
Organizational Strategies
By Function: Create employees aligned with departments:- Sales team employees
- Support team employees
- Scheduling employees
- English market team
- Spanish market team
- Multilingual overflow team
- Product launch campaign
- Seasonal promotion
- Retention outreach
Maintenance at Scale
With many AI employees:- Use naming conventions rigorously
- Document the purpose of each employee
- Review inactive employees periodically
- Consider archiving rather than accumulating unused employees