AI agents
Build an agent, connect its channels and tools, and go live.
An agent is not tied to one kind of work or one channel: customer support, sales, scheduling, collections, order tracking, internal help desks, scheduled reports, ticket triage, or anything else with a goal. You describe the job in plain language (or start from a template), give it your documents to answer from and your apps and APIs to act through, and it works out the steps each time: ask, look up, decide, act, confirm.
Agents are built in the dashboard; no code is needed. An agent has:
| Setting | What it does |
|---|---|
| Prompt | What the agent is for and how it behaves, in your own words, plus its first message. |
| Languages | One or several. With several, it answers in whichever language the person uses, and switches when they do. |
| Voice | How it sounds on calls: one of our voices, or a voice you cloned with consent. |
| AI model | One of our models (charged in credits) or your own OpenAI, Gemini or other key. |
| Webhooks | Your APIs the agent calls during a conversation to look things up and take actions: bookings, CRM, tickets, payments. |
| Knowledge | PDFs, text files and web pages it answers from, searched by meaning. |
| Procedures | Step-by-step flows for exact processes: replies, webhooks, transfers, ending the conversation. |
| Business apps and MCP | Ready-made actions in Slack, Teams, Jira, Freshdesk, Zendesk, HubSpot, Zoho CRM, Salesforce, Google Sheets, Google Calendar, Calendly and Shopify, plus the tools of any MCP server. |
| Triggers | Run the agent on a schedule or when a webhook arrives, with no one in the conversation. |
| Guardrails and approvals | Topics it covers, words it never uses, personal data it hides, and actions that wait for a person to approve. |
Channels
One agent can work on several channels at once: your own Twilio, Exotel or Vobiz phone number, a WhatsApp Business number, the website widget, Telegram, Slack, Freshdesk, Intercom, or your own app through the API. Every conversation is logged with its transcript, and your team can take one over from the Inbox at any time.
Triggers and workflows
Agents do not have to wait for someone to message them. A trigger runs the agent every day, every hour or on the days you choose, or when your system sends a webhook (a new order, a new lead, a failed payment). Workflows chain several steps and agents together for longer processes.
On a call
The agent starts with its first message, then listens. Callers can interrupt it by speaking: it stops and listens. A cough, an "mm-hm" or line noise does not cut it off; the caller has to keep speaking for about half a second. If it needs a moment to answer (a webhook, a search of its knowledge), it says its hold message first.
When the caller goes quiet, the agent asks whether they are still there, and after a while says goodbye and hangs up. When it could not make out what was said, it asks the caller to repeat. These words are spoken in the language of the call, in all 12 languages, never in English to a Hindi or Tamil caller.
Outbound calls
Upload a CSV of people to call from Outbound. Columns besides phone and name are given to the agent (and can be used in its first message, like {{due_date}}). Calls are placed only between 9 am and 9 pm India time, never to your do-not-call list, and unanswered calls can be retried.
A batch whose calls keep failing pauses itself rather than working through your whole list: when most of its recent calls fail (wrong phone provider keys, no balance left with the provider, a caller ID it rejects), it stops and shows the error. Unanswered and busy calls do not count. Fix the cause and resume it; it starts counting afresh.
Testing
Chat with the agent in the dashboard, and save test cases: phrases the reply must or must not contain, webhooks it must call, and success criteria in plain words that AI checks.