Tutorial: Inbound FAQ Line

Goal: an incoming call to the DID answers from the knowledge base and can hand over to a human.

1. Knowledge

Add 10-20 FAQ items: opening hours, pricing, shipping, complaints, “I want a human”.

2. Inbound Agent

• Persona: calm, concise
• Prompt: answer only from knowledge; when uncertain, hand over
• Voice from sync

3. Telephony

• DID + SIP according to the guide
• Verify the inbound trunk
• Place a test call from mobile to the DID

4. Follow-Up

Use the summary / handover email template in Emails.