Setting Up your Agents

1. Creating a New Agent 

An "agent" refers to the AI that interacts with your customers. You can create a new agent to handle calls or chats in a specific way. Here’s how: 

1. Make sure you have the Owner or Admin role. If you’re not sure, check with your customer success manager. 

2. On the left sidebar, click the "Agents" tab. This will open a page where you can see all your current agents. 

3. Look for a button that says "Create New Agent" (it is located on the top of your Agents list) and click it. 

4. Fill in the details for your new agent:  

• Agent Name: Give your agent a name, like "Support Agent 1." This name will show up in reports. Then click the ‘Create’ button.

• You will be automatically redirected to the settings page of that new agent.

• Language: Choose the language the agent will use, like German or English. 

• Welcome message: The first message the agent will say. If empty, the agent will use the prompt to decide what to say.

• Voice: Pick a voice for the agent that would suit your brand’s tonality, like "Ava Multilingual." This decides how the agent sounds when it talks. 

• Voice Speed: Set how fast the agent talks. The default is 1.10, which is a normal speed. If it’s too fast, you can lower it to 1.00. 

• LLM Model: This is the brain of the agent. The default is "GPT 4.5 Mini," which is good for most tasks. 

• Prompt: Write a short instruction to tell the agent how to behave. For example, "I’m your friendly assistant. I’ll help you with any questions!" 

      5.  When you’re done, click the ‘Save' button at the bottom of the page. Your new agent is now ready to use! 

 

2. Editing an Existing Agent 

If you want to change an agent’s settings (like its voice or prompt), you can edit it: 

1. Go to the "Agents" tab on the left sidebar. 

2. Find the agent you want to change in the list (e.g., "Company X Voice DE"). 

3. Click on the agent’s name to open its settings. 

4. Make the changes you want. For example, if customers say the agent talks too fast, you can lower the Voice Speed from 1.10 to 1.00. 

5. Click "Save" to keep your changes. 

3. Agent Settings

When you create or edit an agent, you can adjust these settings: 

• Agent Name: This is the name people will see, like "Support Agent 1." Pick a name that makes sense for your team. 

• Language: Choose the language the agent will use to talk to customers, like German, English, or Spanish. 

• Voice: Pick how the agent sounds. For example, "Ava Multilingual" is a friendly female voice that can speak multiple languages. 

• Voice Speed: This controls how fast the agent talks. The default is 1.10, which is a bit faster than normal. If customers have trouble understanding, lower it to 1.00 or 0.90. 

• LLM: This is the AI model that powers the agent’s brain. "GPT 40 Mini" is the default and works well for most tasks. Don’t change this unless you’re told to by the SymantoAssist team. 

• Prompt: This is a short instruction that tells the agent how to act. For example, "I’m a helpful assistant for Company X. I can answer questions about products and orders." Keep it clear and simple. 

• Welcome Message: You can add a greeting that the agent says at the start of every call, like "Hello! I’m here to help you today." This is optional. 

• LLM Temperature: This controls how creative the agent’s answers are. The default is 0.20, which means the agent sticks to safe, accurate answers. Don’t change this unless you know what you’re doing. 

• LLM Top P: This controls how focused the agent’s answers are. The default is 0.50, which is a good balance. Don’t change this unless instructed. 

• Phone Number: If the agent will make outbound calls (calls to customers), enter the phone number here in the format +499111234568 (start with the country code, like +49 for Germany). 

3. Adding Tools to an Agent 

Tools let your agent do special things, like ending a call or transferring it to a human. Here’s how to add a tool: 

1. Go to the "Agents" tab and click on the agent you want to add a tool to. 

2. Find the "Tools" tab in the agent’s settings.

3. Click "Add Tool" or select a tool from a list (e.g., "redirect_call"). 

4. Fill in any required settings. For example, if you pick "redirect_call," you’ll need to enter a phone number where the call should go. 

5. Click "Save" to add the tool to your agent.

        5.5. Available Tools and Setup 

Here are the tools you can add to your agent, along with how to set them up: 

• end_call: This tool lets the agent end a call when it’s done (e.g., if the customer has no more questions). It’s turned on by default, so you don’t need to do anything to set it up. 

• redirect_call: This tool lets the agent transfer a call to a human, like a customer service specialist. To set it up:  

• Select "redirect_call" in the "Tools" section. 

• Enter the phone number where the call should go (e.g., +499111234568). 

• Click "Save." 

• mute_audio: This tool lets the agent stop talking for a moment (mute itself). To set it up:  

• Select "mute_audio" in the "Tools" section. 

• Click "Enable" and save. 

• unmute_audio: This tool lets the agent start talking again after being muted. To set it up:  

• Select "unmute_audio" in the "Tools" section. 

• Click "Enable" and save. 

• pause_recording: This tool pauses the recording of a call (useful for privacy, like if a customer shares sensitive information). To set it up:  

• Select "pause_recording" in the "Tools" section. 

• Click "Enable" and save. 

• resume_recording: This tool starts recording again after a pause. To set it up:  

• Select "resume_recording" in the "Tools" section. 

• Click "Enable" and save. 

     6. Tools (Admin Access Only) 

This section explains two of the most common tools in more detail. 

6.1. Redirect Call Tool 

• What it does: This tool lets your AI agent transfer a call to a real person, like a customer service specialist, if the customer needs more help. 

• How to set it up:  

1. Go to the top navigation bar and click "Tools." 

2. Find "Redirect Call" in the list of tools. 

3. Enter the phone number where the call should go (e.g., +499111234568, which might be the number for your customer service team). 

4. Click "Save." 

5. Make sure this tool is added to your agent (see Section 5.4 above). 

6.2 End Call Tool 

• What it does: This tool lets the AI end a call when the conversation is finished, like if the customer says "Thank you, goodbye." 

• How to set it up: This tool is already turned on for all agents, so you don’t need to do anything. If you don’t want the AI to end calls, you can turn this tool off in the agent’s settings (see Section 5.4). 

      7. Knowledge Base (Admin Access Only) 

The Knowledge Base is like a library where you store information for your AI to use when answering customer questions. For example, you can upload a document with your company’s product details so the AI can tell customers about them. 

7.1 Uploading Documents 

1. Go to the top navigation bar and click "Knowledge Base." 

2. Look for a button that says "Upload Document" (it might be a plus sign or an upload icon) and click it. 

3. A window will pop up asking you to choose a file from your computer. Click "Choose File" or "Browse" and find the document you want to upload. The document must be a .txt, .docx, or .pdf file. 

4. After selecting the file, you can add tags (see Section 7.2 below) to help the AI find the document later. 

5. Click "Submit" or "Upload" to add the document to the Knowledge Base. 

Example: If you have a PDF file called "Product_Guide.pdf" with information about your products, upload it so the AI can use it to answer questions like "What features does Product X have?" 

7.2 Tagging Documents 

Tags are like labels that help the AI find the right document when answering a question. For example, if a document is about a specific product, you can tag it with the product’s ID. 

1. In the "Knowledge Base" section, find the document you uploaded (it will be in a list). 

2. Click on the document to open its details, then look for an option called "Edit Tags" (it might be a button or a pencil icon). 

3. Add a Tag Key and Value:  

• Tag Key: This is the category, like "product_ids." 

• Tag Value: This is the specific item, like "151612402" (the ID of a product). 

• If you have multiple values, separate them with commas (e.g., "151612402, 151612403"). 

      4.  Click "Save" to add the tags. 

7.3 Best Practices 

Here are some tips to make sure your Knowledge Base works well: 

• Update documents regularly: If your products or policies change, upload new versions of your documents so the AI has the latest information. 

• Use consistent tags: Always use the same Tag Key for similar things. For example, always use "product_ids" for product documents, not "productID" or "products." 

• Train your AI: Make sure the AI knows how to use the Knowledge Base. When you set up the agent (see Section 5), include a Prompt like "Use the Knowledge Base to answer questions about products." 

8.   Data Collection (Admin Access Only) 

Data Collection lets you decide what information the AI should gather from customers during calls or chats, like their name or company. 

8.1 Configuring Data Collection Fields 

1. Go to the top navigation bar and click "Data Collection." 

2. Look for a button that says "Add Field" (it might be a plus sign) and click it. If there are already fields, you can edit them by clicking on them. 

3. Fill in the details for the new field:  

• Name: What the field is called, like "Firmenname" (which means "Company Name" in German). 

• Type: What kind of information it is, like "String" (for text, like a name) or "Number" (for numbers, like a satisfaction score). 

       4.   Click "Save" to add the field. 

8.2 Examples of Data Fields 

Here are some fields you might want to collect: 

• Company Name: The name of the customer’s company (e.g., "ABC Corp"). 

• First Name: The customer’s first name (e.g., "John"). 

• Last Name: The customer’s last name (e.g., "Smith"). 

• Summary: A short description of what the call was about (e.g., "Asked about delivery"). 

• Main Topic: The main thing the customer wanted to talk about (e.g., "Product Inquiry"). 

Example: If you set up a field called "Firmenname" (Company Name), the AI might ask, "What is your company name?" during a call and save the answer (e.g., "ABC Corp") for you to see later. 

9. Playground (Test Agent) (Admin Access Only) 

The Playground is a place where you can test your AI agents to make sure they work correctly before letting them talk to real customers. 

9.1 Purpose of the Playground 

The Playground lets you try out your AI agent to see if it gives the right answers and uses tools properly. For example, you can test if the AI says the right greeting or if it can transfer a call to a human when needed. 

9.2 Testing Modes 

There are two main ways to test your AI in the Playground: 

• Chat: This lets you pretend to be a customer and chat with the AI through text.  

1. Go to the top navigation bar and click "Playground” 

2. Choose the "Chat" option. 

3. A chat window will open. Type something a customer might say, like "Hello, I need help with my order." 

4. See how the AI responds. For example, it might say, "Herzlich willkommen! Ich bin Ciluna" (which means "Welcome! I’m Ciluna" in German). 

5. Keep chatting to test different scenarios, like asking about a product or saying "I want to speak to a human." 

• Voice: This lets you pretend to be a customer and chat with the AI through voice.  

1. Go to the top navigation bar and click "Playground” 

2. Choose the "Live Conversation" option. 

3. A transcript window will open. Say something a customer might say, like "Hello, I need help with my order." 

4. See how the AI responds. For example, it might say, "Welcome! I’m Ciluna". 

5. Keep chatting to test different scenarios, like asking about a product. 

• Outbound Call: This lets you test if the AI can make calls to customers (like calling to confirm an order).  

1. Go to the "Playground" section (it might be under "Test Agent"). 

2. Choose the "Outbound Call" option. 

3. Type in the phone number you want the AI to call (e.g., your own number for testing). 

4. Click "Start Call" to begin the test. 

5. Answer the phone and listen to the AI. For example, it might say, "Hello, I’m calling to confirm your order." Talk to it like you’re a customer and see how it responds.