Phone Agent Operations

What This Guide Covers

The Phone Agent is one of the two live agent workflows available in user mode — safe for normal production use once it is set up correctly.

This page is the operational playbook: getting the agent ready, taking it live, and improving it once real calls start coming in. For the day-to-day configuration screen (adding agents, editing the system prompt, variables), see Agents & Call Handling. For the quick performance-review habit, see Phone Agent.

Before You Turn It Live

Confirm each of these before you flip an agent to enabled:

• the phone number is assigned to the right agent
• your business details and hours are accurate
• the system prompt matches the job you actually want handled
• calendar or booking connections are working
• CRM/contact history is connected if the agent should recognize returning callers
• there is a fallback plan for transfers, voicemail, or after-hours calls

Launch Flow

1. Open Agents and select the workspace you're configuring.
2. Set the role, system prompt, tools, and call routing.
3. Test the call paths that matter most to your business (see below).
4. Confirm bookings, notes, and CRM updates all land correctly.
5. Enable the agent.

What To Test Before Go-Live

Run a handful of realistic test calls that cover:

• a normal booking from start to finish
• a caller asking basic business questions (hours, location, pricing)
• a transfer to a human, if your setup allows one
• a first-time caller with no existing CRM record
• a failure path — no availability, bad fit, or an unclear request

What To Watch After Launch

Once the agent is live, keep an eye on:

• call volume and answer rate
• booking rate
• transfer rate
• outdated or incorrect answers
• missed follow-ups
• repeated tool failures (booking, lookup, or SMS)
• low-quality leads getting further into the flow than they should

Use Call History for individual calls and transcripts, and Reports for trends over time.

How To Improve Performance

When something feels off, check the real evidence before changing anything:

• call transcripts and summaries
• tool usage (did a booking or lookup actually fire?)
• booking outcomes
• repeated caller complaints or confusion

Then fix the smallest thing that's clearly wrong — usually the prompt, a business detail, or a routing rule — and test again before judging the result.

Best Operator Habit

Don't judge the agent from one call. Look for patterns across several calls first — that's how you tell a random miss from a real setup problem worth fixing.

Related Pages

• Agents & Call Handling for setup, prompts, and variables
• Phone Agent for the quick performance-review habit
• Call History for transcripts and outcomes
• Appointments for booking results
• Reports for call trends over time