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Step 1: Create a new AI agent

  1. From your Voice AI dashboard, click Create a New AI Agent
  2. Choose your use case (e.g. inbound calls) and your industry (e.g. Home Services → HVAC)
  3. Give your agent a name and click Create Agent
Each industry and use case combination comes with a preloaded template including common questions and responses tailored to your field. You can edit all of these anytime.

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Step 2: Customize the conversation template

Once your agent is created, you’ll see a prebuilt conversation flow with prompts and responses designed for your use case. You can:
  • Update the company name and greeting
  • Adjust phrasing and tone
  • Add or remove questions based on your business needs

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Step 3: Add knowledge and FAQs

Your Knowledge section is where you teach your bot company-specific information:
  • Add frequently asked questions (e.g. “What’s your minimum service fee?”)
  • Drag and drop any existing company FAQ or pricing documents
  • Uploading a file automatically adds it to your Knowledge Tree, saving you from manual entry
Keep your knowledge base updated — your bot learns directly from these materials.

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Step 4: Define your agent’s persona

In the Persona tab:
  • Name your agent
  • Select a voice from a list of natural-sounding options
  • Test conversations instantly with one click to hear how your agent sounds
Choose a tone and personality that best matches your brand — whether that’s friendly, professional, or conversational. Voice AI: Live Transfers Voice AI: After-Hours Bot Outbound Voice AI