AI Agents are intelligent voice assistants that answer and make phone calls on behalf of your business. They hold natural conversations with callers, answer questions, transfer calls, capture information, and follow the instructions you give them — around the clock.
AI Agents are managed in Agent Studio, a workspace where you build an agent, give it knowledge and tools, and add focused Skills for the different jobs you need it to do.
An AI Agent is built from a few simple parts:
| Part | What it is |
|---|---|
| Agent | The assistant itself — its name, voice, personality, instructions, and the knowledge it draws on. |
| Skills | Focused workflows the agent can run, such as handling inbound calls or making outbound calls. Each skill has its own opening line, instructions, tools and settings. |
| Campaigns | Lists of contacts an outbound skill calls automatically on a schedule. |
| Tools | Actions the agent can take during a call, such as transferring the caller or taking a message. |
| Knowledge | Documents you upload (price lists, FAQs, policies) that the agent reads from when answering callers. |
One agent can have several skills. For example, a single "Reception" agent might have an Inbound voice skill that answers your main line during the day and an Outbound voice skill that calls back missed leads each afternoon.
To use AI Agents you need an AI Agent Bundle, available from the Marketplace in your portal. Once your bundle is active, Agents appears in the portal sidebar and opens Agent Studio.