Section 01

Business Information

Core details about your business. This information is used across all agent interactions, emails, SMS, and voice greetings.

Identity

How your business is known to customers.

Business Name * A

Short name (2–5 words) for email headers, SMS, and signatures. Include location for multi-location businesses.

Phonetic Name B

IPA phonetic transcription used to pronounce your business name in voice greetings.

Business Description * A

Website URL A

The agent can share this URL via SMS during conversations when it doesn't have a specific answer.

Location & Contact

Physical presence and public contact information.

Country A

Time Zone * A

Business Address A

Complete physical address. For call centers, use the legal/headquarters address.

Public Phone Number(s) * A

Official phone as it appears on your website, Google Maps, etc. Always include full country code.

Payment Methods A

Working Hours IMPORTANT

Determines scheduling, dynamic prompts, and call transfer rules.

Weekly Schedule * A

Use format: Monday: open from 9AM to 6PM. For split hours: Monday: open from 7AM to 10:30AM and from 5PM to 10PM

Industry Configuration IMPORTANT — DO NOT CHANGE AFTER CREATION

Industry * A

⚠️ Do not change after agent creation. This determines the agent's built-in intelligence and thousands of industry-specific corner cases. If you need to change this, contact support.

Primary Language B

Restricted Languages B

JSON array of languages the agent must never switch to. Leave empty [ ] for no restrictions.

Billing Contact

Full Name A

Phone A

Email A

Advanced Settings

Common / Shared Phone Numbers A

Numbers used by multiple people (e.g. reception desk). Calls from these are anonymized — each treated as a unique persona.

CRM System A

Estimated Monthly Calls A

Section 02

Agent Identity

Define your AI agent's persona — name, voice, communication style, and greeting phrases for both voice and chat channels.

Agent Profile

Agent Name * A

Agent Title A

Used in email signatures.

Agent Gender A

Auto / Neutral Female Male

Communication Style

Chat Tone of Voice A

Chat Formatting Style A

Voice Speaking Style A

You can specify accent: Speak with Australian accent. Intonation and speed settings are voice-only.

Voice Configuration

GenAI Voice A 🎧 Preview Google Voices ↗

OpenAI Voice A 🎧 Preview OpenAI Voices ↗

Agent AI Phone Number A

This is the AI phone number purchased for your agent. Pre-filled by your setup team.

Bypass Phone Number A

Used when agent is placed in Bypass mode — calls are forwarded here.

Greeting Phrases

Voice Disclaimer (reads at start of every call) A

Inbound Voice Greeting A

Returning Customer Greeting A

Chat Greeting Phrase A

Voicemail & Pricing Behavior

Voicemail Detection Instruction A

Always include "say goodbye" to ensure the agent hangs up promptly after leaving a voicemail.

Pricing Constraint Instruction A

Section 03

Knowledge Base

Everything your agent needs to know about your products, services, policies, and FAQs to handle customer conversations intelligently.

💡

Fields marked observed each turn are loaded into active memory on every conversation turn. Keep these concise. For large content, use the RAG Knowledge Base fields below.

Products & Services — observed each turn

Products & Services List A

For large catalogs, put top-level items here and use RAG for details. Include payment links when applicable.

Services You Do NOT Offer A

Prevents the agent from accidentally suggesting services you don't provide.

Promotions & FAQ — observed each turn

Current Specials / Promotions A

Frequently Asked Questions (FAQs) A

Additional Details & Business Rules — observed each turn

Terms, Policies & Practical Info B

RAG Knowledge Base — Text

Append additional text that the agent will learn asynchronously. Once processed, this field auto-clears.

Text to Append A

Max ~100,000 characters. Processing is asynchronous (a few minutes). History is saved automatically.

Reset Text Memory A

False (keep memory) True (wipe & relearn)

⚠️ Setting to True permanently deletes all text-sourced memories. History log is preserved.

RAG Knowledge Base — Websites

Provide URLs for the agent to scrape and learn from. Processing takes ~10 minutes.

Websites to Scrape A

Reset Website Memory A

False (keep memory) True (wipe & re-scrape)

Section 04

Agent Behavior

Configure how your agent handles calls, transfers, messaging, appointments, and sales qualification workflows.

Calendar & Appointments

Calendar Integration A

Google Calendar Cal.com None

Self-Schedule Booking URL A

Where users self-book. Leave empty if online booking is unavailable.

Self-Schedule Guidance Instruction B

After-Appointment Notes for User B

Email & SMS Messaging

Email Settings

Send Emails During Session B

Allows agent to email users during conversations (purchase links, confirmations, resources).

Manager Email Address * A

Receives leads, booking requests, call reports, and customer relay messages.

Email Allowed Content Template B

Email Allowed Content Items B

SMS Settings

Send SMS During Session B

Allows agent to text users during conversations.

SMS Provider C

Twilio Messenger SIP SMS Service

SMS Allowed Content B

SMS Allowed Content Items B

Call Transfer Settings

Enable Call Transfer B

Allows agent to transfer calls to human co-workers in specified scenarios.

Escalation — Working Hours A

Escalation — Non-Working Hours A

⚠️

Important: Escalation numbers must be different from your public phone numbers to prevent the agent from calling itself recursively.

Transfer Scenarios B

Advanced Transfer Numbers (per scenario) B

Sales Qualification Workflow

Pre-Sale Questions B

Qualification Questions B

Qualification Criteria (Pass/Fail) B

Action if Qualification Fails B

Additional Settings

Instant Callback on Abort A

Automatically initiates one callback immediately after a connection-related abort.

Section 05

Reports & Alerts

Configure post-session reports, promotional follow-up SMS, and the ASR conversion metrics used to measure agent ROI.

ASR Revenue Metrics

Used to calculate your agent's estimated return on investment.

Avg. Lead Value ($) A

Average revenue per client over their lifetime.

Conversion Ratio (%) A

% of conversations that result in a purchase.

Redirection Type A

Overflow (100% ASR) Non-Overflow

Session End Reports

Enable Session Reports B

Send email/SMS reports to management after each conversation ends.

Include Full Transcript B

Append the complete conversation transcript to each report.

Include UTM Tags B

Include UTM/marketing attribution in reports (chat only).

Report Content Template B

Report Delivery Criteria B

Use [[attribute_name]] to dynamically inject attribute values. Intent Types must match your Workflow Builder.

Promotional SMS (Post-Conversation)

Enable Promotional SMS B

Automatically send a marketing/informational SMS after each conversation ends.

Promotional SMS Content B

Section 06

Outbound Module

Configure outbound call campaigns and lead nurturing sequences. Upload CSVs or define nurturing instructions for automated follow-up.

⚡

Note: The CSV attribute is being deprecated. Use the Widgets feature in your IntelAgent dashboard to manage outbound CSV files directly for better tracking and control.

Outbound Call List

Call List CSV Data A

Required columns: Phone Number, Reason to Call. Always include country code. No duplicate phone numbers.

Calling Result CSV (Read Only — Output) A

Lead Nurturing — Post-CTA Instructions

Nurturing Sequence Instructions A

The agent determines if CTA was achieved at end of session and schedules tasks accordingly.

Free Notes (Internal — Not used by agent)

Working Notes A

Section 07

Review & Submit

Your configuration is ready. Export the JSON and send it to your IntelAgent setup team, or copy the summary below.

🤖

Agent Config Complete

All sections have been filled. Export your configuration as a JSON file to share with your IntelAgent Technology setup team, or print/save this page for your records.

Configuration Preview

JSON Output