Agents
Every door is answered by an agent — an AI brain with its own persona, voice, tools, and guardrails, drawing on the business's shared knowledge. Here's how the roster works.
View as MarkdownAn agent is the AI brain behind a door. When you add a website chat or receptionist service, its backing agent is created automatically; the business keeps a roster of them, and channels pick which agent answers.
What an agent owns
| Piece | What it controls |
|---|---|
| Persona | Name, role description, tone, and the standing instructions — who the AI is when it answers. |
| Voice | For phone agents: the TTS voice, language, and speech behavior. |
| Knowledge | What it answers from — the business's trained sources. |
| Conversation flows | The routed scripts it can follow — one agent carries many, chosen by "use this when…" conditions. |
| Tools | What it can do mid-conversation: capture a lead, book a slot, call a connector, open a ticket. |
| Guardrails | What it must never do — topics, promises, and behaviors that are off-limits. |
The roster, drafts, and going live
The business's Agents page shows every agent and which service uses it. You can prepare a draft agent — new persona, new flows — test it, and swap it live in one move; phone numbers re-wire to the new agent atomically, so there's never a moment when calls hit a half-configured brain.
Which LLM powers an agent is administered at the platform level — tenants configure the persona, knowledge, and tools, not the model. You never manage API keys for the AI itself.
One brain, many doors — or one each
Small businesses usually run one agent across chat and social and a second for the phone (voice needs different pacing). Larger setups split further — a booking agent, a support agent — and route channels to each. Channels are where analytics and logs live; agents are where setup lives.