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An agent is the AI participant on the other end of a phone call. You configure it once, publish it, and assign it to a phone number — then it can place outbound calls or answer inbound ones autonomously.

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Anatomy of an agent

Every agent has these layers:

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The seven configuration sections

The agent edit page is structured as a wizard with seven sections you fill in order:
  1. Purpose & Personality — industry, purpose, personality, language, voice
  2. Agent Instructions — opening line, conversation flow, closing
  3. Rules & Boundaries — guardrails, what the agent must never do
  4. Knowledge — knowledge bases attached
  5. Abilities — tools (workflows, transfers, KB lookups, etc.)
  6. Advanced Instructions — fine-grained prompt overrides
  7. Deployment — phone numbers, publishing, SIP
You don’t have to fill every section. Defaults are sensible for most fields.

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Versioning

Agents are versioned. Edits modify a draft version. Calls always use the latest published version. Click Publish when you’re satisfied with your changes — the new version takes effect on the next call. You can roll back to a prior version from the version history panel.

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Lifecycle

A published agent without a phone number assignment exists but won’t receive calls. A draft can be tested in the simulator, but won’t take real calls.