Once you've created an agent, it opens in the Agent Hub — the workspace where you manage everything about that agent. This guide covers the Hub layout and the agent's core settings.
The Hub is organised into tabs along the left:
| Tab | What it's for |
|---|---|
| Home | An at-a-glance summary of the agent — its personality, knowledge, tools and skills. |
| Activity | Recent calls handled by the agent, with transcripts and outcomes. |
| Knowledge | Reference documents the agent reads from. See Knowledge. |
| Agent | The core settings for the agent (covered below). |
| Tools | Actions the agent can take during a call. See Tools. |
| Skills | The agent's inbound and outbound call workflows. See Skills. |
| Versions | A history of every saved change, so you can roll back at any time. |
At the top of the Hub, a Switch agent menu lets you jump between agents, create a new one, and manage the current agent (including deleting it).
The Agent tab is where you shape how your agent sounds and behaves. Each section has a short helper note in the portal.
The agent's Goal — a short sentence about what it's there to do.
The tone and voice of the agent. Describe how it should come across, for example: "Warm and professional. Patient with elderly callers."
The step-by-step process the agent follows on every call, from top to bottom. Numbered steps work well. This is the most important field for shaping behaviour; see Writing Effective Instructions.
List the business's products, services or plans. The agent uses this Offerings text to answer caller questions about what you offer.
These sections list the Tools the agent can use and the Skills it runs (grouped by direction). You can add or open them directly from here.
Optional custom key/value notes for your own use. These are not sent to the agent.
Voice: an agent's voice is chosen when it's created. Each skill can also set its own voice on the skill's Configuration tab — see Skills.
Every save creates a new version. When you have unsaved edits, a bar appears showing which version will be created (e.g. "saving will create v2"), with Discard and Save options. Saving shows a summary of what's changing before it's applied.
Open the Versions tab to see the full history. Each entry is a snapshot you can review and roll back to — the current one is marked live.
When creating an agent you can choose whether it starts active. An inbound agent only takes calls once it's active and connected to a phone number. Pausing an agent stops it handling calls without deleting any of its configuration.