Creating Your First Agent

Agent Overview

Each agent has these configurable areas:

Agent Configuration
├── General Settings     (name, status, greeting)
├── Voice Settings       (voice model, personality)
├── Business Hours       (operating schedule)
├── Services & Pricing   (what you offer)
├── Transfer Settings    (human handoff rules)
├── Call Handling        (emergency, callbacks)
└── Knowledge Base       (context documents)

Creating a New Agent

Navigate to Agents

Click Agents in the sidebar to view your agent list

Click Add Agent

Click the + Add Agent button in the top right

Enter Basic Details

Agent Name: A descriptive name (e.g., “Main Office Line”)
Voice Model: Select your preferred voice
Greeting: The opening message callers will hear

Assign Phone Number

Select an available phone number or provision a new one through ElevenLabs

General Settings Tab

The General tab controls your agent’s identity and basic behavior.

Agent Name & Status

Field	Description
Name	Internal name to identify this agent (e.g., “Emergency Line”)
Status	Toggle between Active (receiving calls) and Disabled

Greeting Configuration

Customize what callers hear when the agent picks up:

"Hello, thank you for calling [Business Name]. My name is [Agent Persona],
how can I help you today?"

Use placeholders like [Business Name] and [Agent Persona] which are automatically filled from your settings.

After-Hours Greeting

Configure a different message for calls outside business hours:

"Thank you for calling [Business Name]. We're currently closed but your call
is important to us. I can help you schedule a callback or leave a message."

Voice Settings Tab

Select and customize your agent’s voice.

Available Voice Models

Voice	Gender	Accent	Best For
Adaline	Female	UK	Professional, warm tone
Shaun	Male	UK	Authoritative, friendly
Matilda	Female	US	Energetic, clear
Roger	Male	US	Calm, professional

UK voices are recommended for UK-based businesses as customers respond better to familiar accents.

Voice Customization

Fine-tune the voice behavior:

Speed: Adjust speaking pace (slower for complex information)
Stability: Higher values = more consistent delivery
Clarity: Boost for noisy call environments

Business Hours Tab

Configure when your agent operates in “business hours” mode vs “after hours” mode.

Setting Your Schedule

For each day of the week, configure:

Monday:     ☑ Enabled   09:00 - 17:30
Tuesday:    ☑ Enabled   09:00 - 17:30
Wednesday:  ☑ Enabled   09:00 - 17:30
Thursday:   ☑ Enabled   09:00 - 17:30
Friday:     ☑ Enabled   09:00 - 17:00
Saturday:   ☑ Enabled   10:00 - 14:00
Sunday:     ☐ Disabled

After-Hours Behavior

Choose what happens when calls arrive outside business hours:

Option	Behavior
Voicemail	Take a message and notify your team
Emergency Only	Handle emergencies, route others to voicemail
Callback Scheduling	Let callers book a callback slot
Transfer	Route all calls to an emergency number

Services Tab

Define what services your business offers. The AI uses this to provide accurate quotes and book appropriate appointments.

Adding Services

Click + Add Service and configure:

string

required

Service name (e.g., “Boiler Service”, “Drain Unblocking”)

string

Brief description the AI uses to understand when to offer this service

number

Base price for the service (can include “from” prefix)

string

Estimated job duration (e.g., “1-2 hours”)

boolean

Toggle to temporarily disable a service

Example Service Configuration

{
  "name": "Boiler Service",
  "description": "Annual boiler service and safety inspection",
  "price": "from £89",
  "duration": "45-60 minutes",
  "enabled": true
}

Pre-built Templates

Use the Load Template button for industry-standard services:

Plumbing Services - Leaks, blockages, installations
HVAC Services - Boiler repairs, heating, air conditioning
Emergency Services - 24/7 callouts, gas leaks, flooding

Transfer Settings Tab

Configure when and how calls are transferred to human agents.

Transfer Destinations

Add multiple transfer numbers with priorities:

Priority	Destination	Number	Description
1	Main Office	+44 20 1234 5678	Primary reception
2	Mobile Backup	+44 7700 900000	After-hours
3	Emergency	+44 800 123 4567	Critical issues

Transfer Triggers

Define when automatic transfers occur:

Customer Request

“I’d like to speak to a real person”

Complex Issues

Agent cannot resolve after 3 attempts

Emergency Detection

Gas leak, flooding, safety concerns

High-Value Customers

Based on customer tags or history

Transfer Message

Customize what the AI says before transferring:

"I'll transfer you to one of our team members now. Please hold while I
connect you. This may take a moment."

Call Handling Tab

Advanced settings for call behavior and emergency detection.

Emergency Detection

Enable automatic detection of emergency keywords:

Emergency Keywords:
├── "gas leak"
├── "flooding" / "flood"
├── "no heating" (in winter)
├── "burst pipe"
├── "carbon monoxide"
└── "fire"

When detected, the agent:

Acknowledges the emergency
Collects essential information quickly
Immediately routes to emergency transfer number
Logs as high-priority in the system

Callback Settings

Setting	Description
Enable Callbacks	Allow customers to request callbacks
Max Queue Size	Maximum callbacks before showing “fully booked”
Callback Window	Offer “morning”, “afternoon”, or specific times

Diagnostic Fee

If you charge for diagnostic visits:

Diagnostic Fee: £65
AI Response: "There's a £65 diagnostic fee which is waived if you proceed
with the repair. Would you like to book an appointment?"

Knowledge Base Tab (Context)

Upload documents and information to give your agent specialized knowledge.

Document Types

PDF Documents

Service manuals, price lists, FAQs

Text Content

Custom instructions, scripts, policies

Web Pages

Crawl your website for product information

Spreadsheets

Price matrices, service catalogs

Adding Knowledge

Upload Document
Add Text
Web Crawl

Click Upload Document
Select a PDF, DOCX, or TXT file
Give it a descriptive name
Click Upload & Sync

Documents are synced to ElevenLabs. Large documents may take a few minutes to process.

Global vs Agent-Specific Context

Type	Scope	Use Case
Global Context	All agents	Company-wide info, branding guidelines
Agent Context	Single agent	Specialized knowledge for that line

Using Smart Fill

The Smart Fill feature uses AI to automatically populate agent settings based on your business profile:

Ensure your organization profile is complete in Settings
When configuring an agent, click the Smart Fill button (robot icon)
Review the suggested settings in the preview panel
Click Apply to use the suggestions, or Dismiss to configure manually

Smart Fill can populate:

Greeting messages
After-hours greetings
Service descriptions
Emergency keywords relevant to your industry

Activating Your Agent

Once configured:

Review all settings in each tab
Toggle the agent Status to Active
Your agent is now live and receiving calls!

Make a test call to verify everything works before sharing the number with customers.

​Agent Overview

​Creating a New Agent

​General Settings Tab

​Agent Name & Status

​Greeting Configuration

​After-Hours Greeting

​Voice Settings Tab

​Available Voice Models

​Voice Customization

​Business Hours Tab

​Setting Your Schedule

​After-Hours Behavior

​Services Tab

​Adding Services

​Example Service Configuration

​Pre-built Templates

​Transfer Settings Tab

​Transfer Destinations

​Transfer Triggers

Customer Request

Complex Issues

Emergency Detection

High-Value Customers

​Transfer Message

​Call Handling Tab

​Emergency Detection

​Callback Settings

​Diagnostic Fee

​Knowledge Base Tab (Context)

​Document Types

PDF Documents

Text Content

Web Pages

Spreadsheets

​Adding Knowledge

​Global vs Agent-Specific Context

​Using Smart Fill

​Activating Your Agent

​Next Steps

Dashboard Guide

Managing Calls

Agent Overview

Creating a New Agent

General Settings Tab

Agent Name & Status

Greeting Configuration

After-Hours Greeting

Voice Settings Tab

Available Voice Models

Voice Customization

Business Hours Tab

Setting Your Schedule

After-Hours Behavior

Services Tab

Adding Services

Example Service Configuration

Pre-built Templates

Transfer Settings Tab

Transfer Destinations

Transfer Triggers

Transfer Message

Call Handling Tab

Emergency Detection

Callback Settings

Diagnostic Fee

Knowledge Base Tab (Context)

Document Types

Adding Knowledge

Global vs Agent-Specific Context

Using Smart Fill

Activating Your Agent

Next Steps