> ## Documentation Index
> Fetch the complete documentation index at: https://docs.verbose.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Agents

> AI agents that hold two-way SMS and voice conversations for you.

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

<Steps>
  <Step title="Pick a channel">
    **SMS** (text conversations) or **Voice** (phone calls). The settings differ
    from there.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/api-reference).
  </Step>

  <Step title="Attach it">
    Point a campaign or a flow's voice/SMS step at the agent to put it to work.
  </Step>
</Steps>

## SMS agents

The settings that shape an SMS agent:

| Setting                  | What it controls                                                                      |
| ------------------------ | ------------------------------------------------------------------------------------- |
| **Tone & creativity**    | How the agent writes and how much it varies.                                          |
| **Guardrails**           | Rules it must follow; lines it must not cross.                                        |
| **Knowledge base**       | Documents the agent can draw on to answer accurately (attach files/URLs it can cite). |
| **Handoff rules**        | Escalate on keyword, low confidence, after N turns, or negative sentiment.            |
| **Timing & limits**      | Reply delay, max replies per day, and quiet hours.                                    |
| **Capture & conversion** | Fields to capture from the conversation, and what counts as reaching the goal.        |

## Voice agents

A voice agent is built in-app and provisioned automatically. Its settings:

| Setting                | What it controls                                                           |
| ---------------------- | -------------------------------------------------------------------------- |
| **Voice & language**   | The voice from the catalog and the spoken language.                        |
| **Persona & greeting** | The prompt and opening line, as with SMS.                                  |
| **Speech behavior**    | Speed, interruption sensitivity, backchanneling, silence/timeout handling. |
| **Tools**              | Actions the agent can take on a call (e.g. end the call).                  |

<Note>
  Choose a **voice** from the catalog (`GET /v1/voices`) when creating a voice
  agent. The underlying provider objects are provisioned for you.
</Note>

## 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](/api-reference) and
[List voices](/api-reference) — or in natural language via the [MCP server](/mcp).