Scenarios and AI Agents

Scenario

A scenario describes the call flow: steps, required fields, and follow-up actions such as callback or email. A demo scenario is created when the workspace is seeded - adjust it to match your process.

Agent

Persona, greeting, prompt, knowledge, handover policy, voice, and duration limits. An agent without knowledge improvises, so fill Knowledge for accurate answers.

Recommendations

• One agent = one purpose (outbound offer vs inbound FAQ)
• Keep the prompt short; put details into knowledge
• Trigger handover when a human is requested or the lead is high value