Agent Builder

Create and set up AI voice agents that handle phone calls for your firm. They can collect info, answer questions, and pass calls to your team when needed. 🤖📞

🧐 What is Agent Builder?

Agent Builder is a tool where you build AI voice agents. These agents talk on the phone for you! Here's what they can do:

• 📞 Handle incoming and outgoing phone calls
• 📝 Follow your custom instructions during the conversation
• 📋 Collect info from callers using forms
• 🔀 Transfer calls to your team members
• 💬 Send texts and emails during or after calls
• 📚 Use your knowledge base to answer specific questions
• 📊 Analyze calls after they're done with statuses and data

🏗️ Creating an Agent

There are two ways to create an agent:

🧙 Agent Builder Wizard (Recommended)

The Agent Builder Wizard walks you through a guided, step-by-step flow that collects your goals, recommends a template, and pre-fills defaults — so you can go from zero to a working draft agent in minutes.

1. Go to Agent Builder in the main menu
2. Click Create Agent with Wizard
3. Answer the onboarding questions (practice area, contact type, goal)
4. Walk through each step: Name & Voice, Call Criteria, Actions, Welcome Messages
5. Review and click Create Draft Agent
6. Test and publish from the full agent builder

The wizard supports templates for common workflows (Client Intake, Appointment Setter, AI Receptionist, Transfer Agent, Medical Information, Case Reactivation, Form-Based, and Custom) and generates a tailored prompt using AI.

🎬 Manual Creation (Starter Flows)

You can also create an agent manually with a starter flow:

1. Go to Agent Builder in the main menu
2. Click Create Agent
3. Pick a starter flow (or start from scratch)
4. Set up the agent's instructions, voice, and settings
5. Test it with a test call 🧪
6. Publish when you're happy with it ✅

Starter	Description
Prompt-Based	Start with a blank page and set everything up yourself
Form-Based	Pick a form — the agent's instructions are built from the form's questions automatically
AI Receptionist	Ready-to-go setup for answering incoming calls
Transfer Agent	Ready-to-go setup for transferring calls to your team

🖥️ Agent Layout

The agent editor has two columns on one page:

• Left column — Agent instructions, form picker (if form-based), knowledge base, actions (transfer, SMS, email, appointment booking), and the Customize Behavior chatbox
• Right column — Extra settings: voice, call options, voicemail, background sound, after-call analysis, and the test call panel

✍️ Agent Prompt

The General Prompt is the main set of instructions that tells the agent how to act. You can use to plug in custom info like names or case details.

💡 Writing Good Prompts

• Tell the agent exactly what its job is and how it should sound
• Add instructions for tricky situations
• Use variables like , , to make each call feel personal
• Say what info to collect and when to transfer the call

👋 Welcome Messages

Set what the agent says first when a call starts:

Setting	Description
Inbound Welcome Message	What the agent says when someone calls in
Outbound Welcome Message	What the agent says when it calls someone

🔧 Override System Prompt

For form-based agents, the instructions are created from the form automatically. Turn on Override System Prompt if you want to write your own instructions instead.

📋 Form-Based Agents

Form-based agents use a form to guide the conversation. The agent automatically:

• Builds instructions from the form's sections and questions
• Collects answers during the call
• Saves the answers back to the form
• Tracks which questions were answered, skipped, or left empty

📝 Setting Up a Form-Based Agent

1. Click the Form Selector in the agent editor
2. Pick an existing form or make a new one
3. The agent's instructions are built from the form automatically
4. You can turn on Override System Prompt to customize even more

❌ Disqualified End Call Flow

When a form question is marked as DISQUALIFIES FORM, the agent ends the call early if the caller gives the disqualifying answer. The agent uses a separate Disqualified End Call Flow with its own message — distinct from the standard closing used when a call completes normally.

The default disqualified message is:

"Unfortunately, based on your answers, you would not qualify for this claim at this time. Please feel free to give us a call back if your circumstances change. Thank you for your time and have a great rest of your day!"

You can edit this message directly in the agent's prompt. The Disqualified End Call Flow section is not managed, so any changes you make are preserved. The standard Polite End Call Flow section (used for normal call completions) remains separate and system-managed.

After-call analysis tracks disqualified calls using the form_disqualified_by_task field so you can filter and review them separately.

📄 Task Extraction

Click Extract Tasks to have the AI read a document (PDF, Word) and turn it into form questions automatically. This is great for turning existing questionnaires into agent-ready forms! 🪄

🦸 Agent Capabilities

Turn on extra things the agent can do during calls:

🔀 Call Transfer

When turned on, the agent can send calls to a real person:

Setting	Description
Transfer Number	The phone number to send the call to
Transfer Type	Cold transfer (sends right away) or warm transfer (gives context first)
Transfer Only If Human	Only complete the transfer if a real person picks up
Human Detection Timeout	Seconds to wait for a real person to answer
Whisper Message	An optional message spoken only to the receiving agent before the transfer completes 🤫

💬 Send SMS

The agent can send a text message during or after a call:

Setting	Description
SMS Body	The message template (can include variables)

📧 Send Email

The agent can send emails to the client:

Setting	Description
Email Variable	Which variable has the client's email (e.g., )
Email Subject	The subject line
Email Body	The email content

🗓️ Book Appointment

The agent can check availability and book appointments through Cal.com during a call:

Setting	Description
Cal.com API Key	Your Cal.com API key (required)
Event Type ID	The numeric ID from your Cal.com event URL (required)
Timezone	IANA timezone for availability and booking (defaults to company timezone)

When enabled, the agent follows a strict booking flow:

1. Checks available slots via Cal.com before offering any times
2. Presents only real availability — never invents or assumes open slots
3. Confirms the exact date, time, and timezone with the caller
4. Books the appointment only after the caller confirms

📂 Managing Agents

📋 Agent List

The main Agent Builder page shows all your agents with:

Feature	Description
Search	Find agents by name 🔍
Voice Preview	Listen to agent voice samples directly from the list 🔊
Clone	Duplicate an agent using the ⋮ menu on any row 📋
Pagination	Browse through your agents page by page
Delete	Remove agents you don't need anymore 🗑️

📋 Cloning an Agent

You can duplicate any agent to quickly create a new one with the same setup. This is great when you want a variation of an existing agent without starting over. ✨

1. Find the agent you want to copy in the Agent List
2. Click the ⋮ menu on the right side of the agent row
3. Click Clone
4. Wait for the copy to appear in the list — a spinner shows while it's being created

The cloned agent gets all the same settings as the original:

What's Copied	Details
Prompt & Voice	General prompt, voice, language, and all call settings
Form Connection	The linked form (if form-based)
Capabilities	Call transfer, SMS, email, and appointment booking settings
CRM Integration	CRM type, integration, and case type connections
Knowledge Base	Shared with the original — updates to the knowledge base apply to both agents
Welcome Messages	Inbound and outbound welcome messages, bad timing message, after hours message, and voicemail script

INFO

The cloned agent is created as a Draft with a new name (e.g., "Copy of My Agent"). It does not copy the phone number, publish status, version history, or Customize Behavior chat history from the original. 📝

✏️ Editing an Agent

Click on any agent in the list to open the editor. Your changes are saved as a draft until you hit publish.