Set up the AI agent and voice bots

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1. 01

   Know what the AI agent does

   The AI agent answers customers only from the published, public articles in your knowledge base, about the business and topics you allow. Its first message always says it is an AI and how to reach a person. When the customer asks for a person, when it is not sure enough or has no source, it hands over with a summary for the agent. In chats it runs from a flow's AI agent step; on calls a voice bot does the same. The pages AI settings, AI tools, Voice bots and Knowledge are for administrators who manage AI and knowledge.

2. 02

   Turn the AI on

   Open AI settings. Under General, tick AI is on for this desk, choose the Primary provider and, if you like, a Fallback provider, and tick the Channels the AI agent answers on. Under Models and keys, Keys is The platform's keys or Our own keys. With your own keys, paste your Anthropic key or Groq key from your account with that provider; it goes to the vault and is never shown again.

3. 03

   Set the budget

   Under Spending limits, set the Monthly budget (EUR), which stops the AI when it is reached, and Alert at (EUR) to be warned before. Amounts are written like 25 or 25.50. This month's usage shows calls, tokens and cost per feature and what was charged to the wallet.

4. 04

   Say what it may talk about

   Under Business and disclosure, fill in the Business name, the Business scope (for example: orders, delivery and returns at your shop) and the Allowed topics (comma separated). Write the Disclosure text the agent sends before its first answer, saying it is an AI and how to reach a person. Under Quality gate, set the Confidence threshold (%) below which it hands over, and tick Answers must cite a source so it never answers without one. Choose Save.

5. 05

   Write the knowledge it answers from

   Open Knowledge. Under New article, give a Title, the Format, the Language, the Visibility and the Text, then Create. Open the article and choose Publish: only Published articles marked Public are used by the AI agent; Internal ones are for your agents. Each publish is a new version; Archive stops the AI using an article. Text that reads like instructions to the AI is quarantined and not used.

6. 06

   Try a question

   On Knowledge, under Test a question, type a Question, choose the channel in As if on and choose Ask. You see the answer the agent would give, its citations, the Sources retrieved, or why it would hand over. Nothing is sent to anyone; the AI call is counted in usage.

7. 07

   Let it look things up (optional)

   Open AI tools to let the agent call your own systems over https, for example to look up an order. Under New tool fill in Name, Description, Method, URL, the Input schema (JSON) and, if your system needs one, the Credential header and Credential. Tick Ask the customer to confirm before calling for anything that changes data, choose Only on these channels (none: all) and Add tool. On and Off in the list switch a tool.

8. 08

   Add evaluation cases and run them

   Under Evaluation on AI settings, add test conversations: a Name, the Channel, the Customer messages (one per line), the Expected outcome and, if you like, what it Must say or Must not say, then Add case. Set the Evaluation pass mark for publishing (%). Run the evaluation now shows how many pass. A flow with an AI agent step publishes only when enough cases pass.

9. 09

   Put the AI agent on a chat channel

   In a flow for Digital channels, add an AI agent step and link its Hand over exit to a Route to a queue step. Publish the flow and bind it to the chat account or widget site under Run on. See Build a flow or phone menu (IVR).

10. 10

    Create a voice bot

    Open Voice bots. Under New voice bot, give a Name, choose the Kind: AI voice agent, or Your own bot over SIP if you run your own, and choose where to Hand callers over to. Choose Create. The bot's page lists its set-up steps on the left.

11. 11

    Set up the voice bot

    Persona and Knowledge are shared with the chat agent; Tone and instructions says how it should sound. Under Handover, choose Hand callers over to queue and the Fallback queue used when the bot cannot take the call. Under Disclosure, the AI disclosure, spoken first must say it is an AI and how to reach a person; it is checked as you type and Use the standard wording fills it in. Under Language and voice, set the Language and Greeting after the disclosure. Choose Save draft.

12. 12

    Try it and add quality checks

    Under Try it, choose Start a test conversation and type what a caller would say in Caller says. The saved draft answers as on a live call, and a hand-over shows the summary the person would see; tools are not run. Under Quality checks, add example calls with a Case name, What the caller says (one line per turn) and What should happen, then Run the simulation.

13. 13

    Publish the voice bot and route calls to it

    Under Publish, choose Publish: it is refused until the quality checks of this exact version pass. Choose the PBX and, optionally, the Number to route to the bot (optional), then Deploy. Leave the number empty to reach the bot only from a flow's Voice assistant step. Past calls shows each call's outcome, summary and transcript.