Skip to main content
An agent is an AI that converses with contacts on your behalf — answering replies over SMS or handling voice calls — following a persona and goal you set, within guardrails, and handing off to a human when it should. Attach an agent to a campaign or a flow and it takes the conversation from there.

​
Create an agent

1

Pick a channel

SMS (text conversations) or Voice (phone calls). The settings differ from there.
2

Give it a persona and a goal

  • System prompt / persona — who the agent is and how it talks.
  • Goal — what a successful conversation achieves (book a call, qualify a lead, answer a question). The agent works toward this and it’s how success is measured.
  • Greeting — the opening line.
3

Set guardrails and handoff

Add guardrails (what it must and must not say/do), and decide when it hands off to a human — on a keyword, on low confidence, after N turns, or on a negative sentiment. Handoffs land in the inbox.
4

Attach it

Point a campaign or a flow’s voice/SMS step at the agent to put it to work.

​
SMS agents

The settings that shape an SMS agent:

​
Voice agents

A voice agent is built in-app and provisioned automatically. Its settings:
Choose a voice from the catalog (GET /v1/voices) when creating a voice agent. The underlying provider objects are provisioned for you.

​
Knowledge base

Give an SMS agent documents to ground its answers, so it responds from your material instead of guessing. Attach files or URLs; the agent retrieves the relevant passage when it answers. Keep the knowledge focused — a tight, accurate set beats a large, noisy one.

​
Handoff to a human

An agent should know its limits. When a handoff condition trips, the conversation is flagged in the inbox for a person to take over — the agent stops sending and a teammate replies. Configure the conditions per agent so routine questions are handled and genuine edge cases reach you.

​
Over the API & MCP

Create and manage agents programmatically — Agents and List voices — or in natural language via the MCP server.