Tuning Your AI Voice Agent
Tuning an Existing Voice Agent
Once your AI Voice Agent is live, you can keep refining it. Add knowledge so it can answer specific questions, enable call transfer to a human, change its prompt, manage phone numbers, or delete it entirely. Available on the Enterprise plan.
Add Knowledge to Your Agent
The Knowledge Base lets your agent answer questions using your own content. The agent will reference this information during conversations.
Open the Knowledge Base Tab
From the agent's edit page, click Knowledge Base in the left sidebar.
Choose a Source Type
Under Add Knowledge, pick File, URL, or Text.
File
Upload a document such as a service brochure, FAQ, or policy PDF.
URL
Add a public web page — for example, your pricing or service area page.
Text
Paste content directly — useful for short answers, scripts, or reference notes.
Give It a Name and Add It
Enter a name you'll recognize, provide the content, and click the add button. The new item appears in the list above with a badge showing its source type.
Knowledge Base Limits
Each agent can hold up to 25 knowledge base items. The current count is shown next to the section heading. To free up space, click the trash icon next to any item to remove it.
Configure Call Features
Call Features control what the agent is allowed to do during a phone call. Open the Tools & Capabilities tab on the agent's edit page.
End Call
Lets the agent hang up automatically when the conversation is complete.
Keypad / DTMF
Lets the agent send touch tones — useful when navigating an external IVR after a transfer.
Call Transfer
Lets the agent transfer the call to a phone number when needed.
Setting Up Call Transfer
When you toggle Call Transfer on, two extra fields appear:
Enter the Transfer Number
The phone number callers will be sent to in international format — for example, +14155551234.
Describe When to Transfer
Tell the agent the situation in which to transfer — for example, "Transfer when the caller asks to speak to a human agent" or "Transfer when the caller mentions an emergency". The agent uses this description to decide if a transfer is appropriate.
Edit the Prompt Later
You can change any of the agent's instructions after it's live.
Open the Prompt Tab
From the agent's edit page, click the Prompt tab in the left sidebar.
Update Any Section
Change the role, personality, speaking style, business context, specific instructions, or boundaries — same fields as the create wizard.
Save Your Changes
Click Save. Your changes apply to all calls handled by the agent from that point forward.
Manage Phone Numbers
You can assign more numbers to an agent or remove ones you no longer want it to handle. Open the Phone Numbers tab.
Assign Another Number
Pick a number from the Assign a Number dropdown and click Assign.
Unassign a Number
Click the X icon next to any assigned number, then confirm. The number stops routing to this agent and becomes available for other destinations.
Delete an Agent
If you no longer need a voice agent, you can remove it permanently.
Open the Agent's Edit Page
Navigate to Features > Voice Agents and click the agent you want to delete.
Click Delete Agent
The Delete Agent button is at the bottom of the left sidebar. You'll be asked to confirm before the deletion goes through.
Deletion Is Permanent
Deleting an agent removes its prompt, knowledge base, and configuration, and unassigns any phone numbers attached to it. Those phone numbers stay in your account and can be routed to a different destination.
Make Small Changes Often
The fastest way to get a better agent is to listen to a few real calls, then update the knowledge base, boundaries, or specific instructions to handle anything the agent missed. You don't have to get it perfect on day one.