Agents & Call Handling

How Your AI Agent Works

Your AI agent handles inbound and outbound phone calls on your behalf. Unlike the agency-managed plan, you configure your own agent directly — there's no one else setting up prompts, voices, or routing for you.

What Your Agent Can Do

Answer common questions about your business
Schedule appointments in real-time by checking your calendar
Take messages and route urgent calls to you
Provide after-hours coverage when your office is closed
Send follow-up SMS messages after calls
Transfer calls to the right person or department

Agent Assignment

Your account starts with one primary agent, created automatically during onboarding. Depending on your plan, you can configure it for different scenarios:

Scenario	Agent Behavior
Business hours	Answers calls with your standard greeting
After hours	Provides after-hours message and takes voicemail
Specific campaigns	Uses custom scripts for marketing campaigns

Creating & Configuring Your Agent

Adding an Agent

If your plan supports more than one agent:

Open Agents from the sidebar
Click Add Agent
Fill in the configuration:

Field	Required	Description
Agent ID	Yes	Unique identifier (e.g., `sales-agent`)
Phone Number	Yes	E.164 number for this agent
Agent Name	No	Friendly label shown in the dashboard (e.g., "Sales Agent")
Agent Type	Yes	`inbound`, `outbound`, or `both`
Inbound Enabled	Yes	Can this agent answer incoming calls?
Outbound Enabled	Yes	Can this agent make outgoing calls?

Click Save

The User plan starts with one primary agent by default. Additional agents may require a plan upgrade — check Billing.

Agent Persona (System Prompt)

Your agent's personality and behavior are controlled by a system prompt — a set of instructions that tell the AI how to act during calls.

Edit the system prompt from Agents → Configuration. The prompt supports variable injection:

Variable	Source	Example
`${caller_phone}`	Caller ID	`+16475551234`
`${current_date}`	System	`2026-07-06`
`${business_name}`	Your account variables	"Downtown Dental"
`${business_phone}`	Your account variables	"+16473706559"
`${caller_name}`	GHL contact (if found)	"Sarah Chen"
`${caller_email}`	GHL contact (if found)	"[email protected]"
`${city}`	Your account variables	"Toronto"

You can add any custom variable in Settings → Variables, then reference it as ${variable_name} in the prompt.

Key Prompt Principles

Lead with role and constraints — the model weights early tokens more heavily
Use XML tags to separate sections (role, constraints, tools, examples)
Be direct — "Answer in one sentence" beats "Please try to be concise"
Include few-shot examples — show the model what good tool call sequences look like
Describe what tools do, not how they work internally

Enabling / Disabling Your Agent

Toggle an agent on or off from Agents:

Enabled — Agent actively handles calls on its assigned number
Disabled — Calls to the agent's number go to voicemail or the fallback behavior

This is useful for temporarily taking an agent offline for configuration changes without deleting it.

Detail	Description
Agent name	Identifier for the agent
Status	Active, idle, or disabled
Phone number	The number callers reach this agent on
Voice	The AI voice used for calls

Call History

The Call History section shows every call handled by your AI agent:

Column	Description
Date/Time	When the call occurred
Direction	Inbound or outbound
Duration	Length of the call
From/To	Phone number of the other party
Outcome	What happened (booked, voicemail, no-answer, etc.)
Agent	Which AI agent handled the call

Filtering Calls

Filter your call history by:

Direction — Inbound, outbound, or all
Outcome — Booked, voicemail, no-answer, failed
Date range — From/to date pickers
Export — Download as CSV for your records

Conversation Summaries

After each call, the AI generates a summary including:

Key topics — What the caller wanted
Actions taken — Appointments booked, messages captured
Follow-up items — Anything that needs your attention
Caller sentiment — Positive, neutral, or negative tone

Click on any call to view its full summary.

Call Stats

The call statistics view shows aggregated metrics:

Metric	Description
Total calls	All calls in the selected period
Average duration	Mean talk time per call
Booking rate	Percentage of calls that resulted in an appointment
Missed rate	Percentage of calls that went unanswered
Peak hours	When you receive the most calls

SMS Messages

If SMS is enabled for your agent, the portal shows message history alongside call records:

Inbound and outbound texts
Timestamps and delivery status
Context from the originating call (if applicable)

Outbound SMS sent through Command require your confirmation. One-off messages won't be sent without your approval.

Making Calls

If outbound calling is enabled on your plan, you can initiate calls from the portal:

Go to Call History
Click Make a Call
Enter the phone number
Select which agent should make the call
The agent calls on your behalf and reports back

Using Command for Call Info

Ask Command about your call data:

"How many calls did we get this week?"
"Show me missed calls from today"
"What was the outcome of the last call from 555-0123?"

Command can look up call records and stats directly.

Privacy & Compliance

All calls are recorded and processed securely
Configure data retention for your account from Settings → Privacy
You can download specific call recordings directly from Call History
Data handling complies with applicable privacy regulations