Managing Agents

What is an Agent?

An agent is your AI-powered receptionist that answers calls on your behalf. Unlike a traditional phone system, an agent can hold natural conversations, understand context, and follow complex instructions.

Each agent can be customized with:

• Voice — Choose from multiple AI voices to match your brand.
• Greeting — What the agent says when answering the phone.
• Language — The primary language for conversations.
• Business hours — When the agent is available to take calls.
• Knowledge — Documents and instructions about your business.
• Escalation rules — When and how to transfer calls to humans.

Creating a New Agent

1. Go to the Agents page

   Navigate to Dashboard → Agents.

2. Click "Hire New Agent"

   This opens the agent creation wizard.

3. Choose a name and purpose

   Give your agent a name (e.g., "Alex") and select what it's for: primary receptionist, dedicated line, agency client, or campaign.

4. Select a voice

   Preview different voices and choose one that fits your brand.

5. Customize the greeting

   If you completed onboarding, a smart greeting is generated automatically. You can edit it at any time.

6. Create the agent

   Your agent is now ready. Assign a phone number to start receiving calls.

Voice Selection

Infercall offers multiple AI voices powered by Google's latest speech technology. Each voice has unique characteristics suitable for different business types.

Customizing the Greeting

The greeting is the first thing callers hear. A good greeting identifies your business, feels warm, and clearly asks how the agent can help.

Example Greetings:

• "Good morning, thank you for calling Bella's Salon! I'm Alex, your AI agent. How can I help you today?"
• "Hi there! You've reached Downtown Auto Service. I'm here to help with appointments, quotes, or any questions. What can I do for you?"

The greeting is stored on the agent's Basics tab and can be edited at any time.

Business Hours

Configure when your agent is available to take calls. Outside business hours, you can configure the agent to handle calls differently (e.g., take a message, provide hours, or forward to voicemail).

1. Open your agent's settings.
2. Go to the Schedule tab.
3. Set open/close times for each day of the week.
4. Mark specific days as closed if needed.
5. Ensure your timezone is set correctly.

Other Settings

Agent Status

On the Basics tab, set your agent to Active to receive calls, or Inactive to temporarily pause it. Inactive agents won't answer calls on their assigned numbers.

Language

Choose the primary language for your agent on the Basics tab. The agent can understand multiple languages, but will primarily respond in the one you select.

Caller Memory

On the Advanced tab, toggle Caller Memory so your agent remembers repeat callers and their preferences from previous conversations.

Call Transfer

Also on the Advanced tab, you can set a phone number for your agent to transfer calls to when a caller needs to speak to a real person. You can customise the transfer message and choose what happens if nobody picks up.

Agent Knowledge

Your agent draws knowledge from multiple sources to answer questions accurately:

• Website scraping — Information gathered from your website during onboarding.
• Business Info — Documents (PDF, DOCX, TXT) you upload.
• Personality — Advanced instructions on how your agent talks and behaves.

Agent Limits by Plan