Quickstart

A useful first agent has a small, well-defined job. For this example, Example Workshop wants an assistant that answers approved service questions and gathers information for a callback. It must not promise a booking or a completed repair.

1. Choose the first job

Write one sentence that describes success:

Understand why the caller is contacting Example Workshop, answer from approved information and explain the next step clearly.

List the questions the agent should answer and the requests a person should handle. This becomes the basis for your instructions.

2. Create a draft

Open Agents in the console and start creating an agent. Enter an Agent name, choose the appropriate Subscription, then select Create draft agent.

Choose a name your team can recognize, such as “Example Workshop reception.” Review the subscription shown before creating the draft.

3. Prepare the conversation

In Configuration, review Business instructions and voice. Use the instruction template to define the greeting, approved scope, questions, uncertainty and closing. Keep sentences short enough for a spoken conversation. Review Voice in the Speech tab. Follow-up after silence and End call after silence are shown but disabled and are not available for live calls yet.

Prepare the current business facts using Files and collections. If the agent will need an external action, review Tools and connectors before promising that action in the instructions.

4. Review the draft

Walk through a normal request, an unknown question and a request for a person. For each scenario, write the response you expect. Check names, dates, language and the outcome the caller should understand.

5. Save, publish and prepare routing

Follow Saving and publishing to review the configuration and its status. Then use Phone setup and forwarding to plan how callers will reach it. Creating a draft alone does not establish a carrier forwarding rule.