Configure the workspace
Agent settings
Adjust an agent’s presentation, channels, activation, rules, and test conversation.
Inspect the agent before changing it
“What this agent can do” shows effective capabilities, target systems, risk, and approval requirements. “Rules it runs under” summarizes the attached profile, sensitivity, identity, restricted topics, handover conditions, and transcript-retention setting. Use its Edit link for the full rule editor.
Edit how it answers
| Control | How to save and interpret it |
|---|---|
| Name | Change the text, then leave the field. It saves on blur. |
| Opening line | Enter the intended first spoken greeting, then leave the field to save. |
| Phone number | Read-only here. Use Manage numbers to assign an organization number. |
| Voice | Select a voice from the speech-service catalog; it saves on selection. If the catalog is unavailable, enter a voice identifier and leave the field to save. |
| When the office is closed | Choose Take a message, Answer as usual, Screen for urgent only, or Send to voicemail. The selection saves immediately; automatic office-hours behavior still requires implementation and deployment support. |
| Channels | Select a channel button to add or remove it; the change saves immediately. Delivery still depends on channel availability and external configuration. |
Wait for the Saved confirmation. If an error appears, inspect it rather than assuming the value persisted. Reopen the page to check an important change.
Turn an agent on or pause it
- Review attached rules, enabled capabilities, knowledge, required provider connections, and staff escalation destination.
- Complete the approved testing sequence.
- Choose Turn agent on. An agent must have organization rules before activation.
- Check the status on Agents and channel readiness on Channels.
- Choose Pause agent when the agent should stop active operation. Existing conversations remain in the record.
Start a test conversation
- In Try it, choose Start a test conversation.
- The app creates a workspace conversation and opens its detail page.
- It uses the agent’s first configured channel (voice if none is listed) and a test caller address; it does not call that address.
- Send approved example requests and inspect the recorded result.
- Use an isolated calendar or approval-gated actions if testing could affect a live provider.
Use Sending emailExternal webhooks & custom actionsDocumentation hostingTesting & launch for realistic success and failure cases. A test conversation uses the same action engine and can make real provider changes when a live connection and permissions allow them.
Delete an agent
- Review which numbers, channels, and workflows rely on the agent.
- Choose Delete this agent under Remove.
- Read and confirm the deletion prompt only if you intend to remove it.
- Review number assignment and channel readiness afterward.
Past conversations and the audit trail are retained. Deleting the role does not undo external bookings or replace staff follow-up.
Configure specialist requests and custom actions
Under Requests and actions, check the request types this specialist handles and the actions it may propose. Changes save immediately. Its attached rules must separately permit actions and their data scopes. To use a custom server, enable Custom external action and Run a custom external action, configure external.execute in the rules, and follow the external webhook guide. Custom operations always require staff approval.