Configure the objective of the assistant and the tools it can use during calls.

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Knowledge Base

Give information to the assistant to use as a knowledge base when responding to customers. From website contents, documents, etc.

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Knowledge Base Selection

Select a knowledge base store containing relevant information for the assistant to use.Requirements:
  • Must be created in your Knowledge Bases section first
  • Shows status (Active, Processing, etc.) and description
  • Only your own knowledge bases are available
Create knowledge bases from website content, PDFs, or custom documents to give your assistant domain-specific information. For comprehensive setup guide including content types, processing status, website scraping, and troubleshooting, see the complete Knowledge Base Guide.
Choose how the AI will use the knowledge base.

Function Call

Recommended for most casesUses a function call to search for information in the knowledgebase, only when needed. More accurate and efficient.

Prompt Injection

For simple use casesPerforms a search after every customer speech. More accurate but can be slower without filler audios.
Mode availability: Speech-to-Speech and Dualplex modes only support Function Call mode.

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Custom Mid-Call Tools

Create and assign your own custom tools that AI can use mid-call with the customer.

Create Custom Tools

Build tools tailored to your specific business needs: API integrations, database queries, custom workflows, and external service calls.Quick action: Direct link to tool creation page.

Assign to Assistant

Select which custom tools this assistant can use with multiple selection, search by name/description, and real-time assignment.Scope: Only your own tools are available.
Read the Custom Tools documentation for detailed guides on creating and configuring custom tools.

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Default Tools

Choose built-in tools that AI can use mid-call with the customer.
Route calls to multiple destination phone numbers like different people or departments according to your flow.Use cases:
  • Escalation to human agents
  • Department routing
  • Specialist handoffs
Configuration options:
  • Standard mode: Use regular phone numbers (e.g., +1234567890)
  • Advanced mode: Use SIP URI format for SIP providers (e.g., sip:+1234567890@sip-server)
For SIP integrations:
  • Set transfer to “Advanced” mode
  • Use SIP URI format: sip:number@sip-server
  • Verify your SIP provider supports SIP REFER
  • Test with different URI formats if transfers fail
Prompt instruction: Include in your system prompt something like “call the transfer function when the user requests to speak with someone else” to ensure the AI uses this tool appropriately.
If transfers aren’t working, see our SIP Integration troubleshooting guide for detailed solutions.
Ends the call when the conversation is complete.Use cases:
  • Natural conversation conclusion
  • Objective achieved
  • Customer satisfaction confirmed
Prompt instruction: If the AI doesn’t call the end call function automatically, include in your system prompt “call the hang_up function to close the call” when the conversation should end.
Easily send keypad inputs during outbound calls, enabling smooth navigation through IVR menus and automated workflows. The AI navigates using keypad buttons when calling and responding to prompts.Use cases:
  • Navigate phone menus
  • Enter extension numbers
  • Input security codes
  • IVR system navigation
Prompt instruction: Include in your system prompt instructions about when to use DTMF input, such as “use the send_dtmf tool to navigate phone menus when needed to reach the right person.”
For detailed information about DTMF capabilities, see Tools & Functions.
Real-time booking scheduling integration with multiple calendar platforms.Available integrations:Use cases:
  • Book appointments with calendars
  • Check real-time availability
  • Send automatic confirmation details
  • Sync with existing calendar systems
Available when calendar integration is enabled in your platform settings.

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Call Variables

Define variables that can be passed before making the call and used in the prompt like .

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Variable Configuration

Create call variables to pass information to your assistant before the call starts.Setup process:
  • Define variable names and default values
  • Pass values when creating calls/leads or importing clients
  • Variables available immediately in prompts and during calls
  • Use for personalization and context
Configuration:
  • Variable name: The identifier (e.g., customer_name)
  • Default value: Used when not passed (e.g., “John”)
How to use call variables in your assistant:In system prompts:
  • Reference variables with {variable_name} syntax
  • Personalize conversations dynamically
  • Provide context-specific information
Examples:
  • {customer_name} for personalization (“Hello ”)
  • {email} for calendar integrations
  • {account_type} for tailored responses
  • {company} for business context
Ways to populate call variables:Manual entry:
  • When creating individual calls
  • Through campaign lead creation
Import methods:
  • CSV import with variable columns
  • API integration with client data
  • Direct CRM synchronization
Automation platform integrations:
  • GoHighLevel (GHL): Automatically pull contact data and custom fields
  • Google Sheets: Import leads with variables from spreadsheet columns
  • Connect with 250+ popular tools and platforms using our no-code platform
  • Any other platform through webhooks for custom integrations
Platform integration:
  • Automatically populated from client profiles
  • Connected to existing customer databases
  • No-code automation workflows
Call variables are essential for personalizing AI conversations. They allow the AI to use specific customer information during calls, making interactions more relevant and effective.

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Call Flow Configuration

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Who Speaks First?

Control whether your assistant or the customer initiates the conversation.

AI Assistant

Default behavior: Assistant starts the conversationThe AI will immediately greet the caller and begin the conversation flow as soon as the call connects.Best for: Most outbound scenarios, sales calls, appointment reminders

Customer

Wait for customer: Assistant listens firstIf you choose “Customer”, the AI will wait for the customer to speak first before responding.Best for: Inbound support calls, reception scenarios, reactive assistance

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Initial Message

Configure the first thing your assistant says when the call begins.
Write the opening message your assistant will speak at the start of each call.Best practices:
  • Keep it concise and friendly
  • Introduce your company/purpose clearly
  • Set expectations for the conversation
  • Use variables for personalization (e.g., {customer_name})
Example: “Hi , this is Sarah from ABC Company. I’m calling to follow up on your recent inquiry about our services. Do you have a moment to chat?”
Optional: Upload a custom audio file instead of text-to-speechRequirements:
  • MP3 or WAV format
  • Clear, high-quality recording
  • Professional voice and tone
  • Matches your assistant’s voice if using voice cloning
Benefits:
  • Perfect pronunciation and delivery
  • Consistent brand voice
  • Professional first impression
  • No text-to-speech latency for opening
This works best if the AI voice is cloned using the same voice used in the initial audio.
See our Initial Message guide for detailed best practices and examples.

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System Prompt

Define the assistant’s personality, objectives, and behavior guidelines.

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Prompt Configuration

Custom Prompt

Write your own system prompt from scratch
  • Full control over assistant behavior
  • Tailored to specific use cases
  • Markdown formatting supported

Template Library

Start with pre-built templates
  • Multiple languages available
  • Different conversation types
  • Proven effective prompts

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Best Practices

Clearly define the assistant’s role, objectives, and constraints.Include:
  • Who the assistant represents
  • What they’re trying to achieve
  • What they should/shouldn’t do
Define what topics and actions are off-limits.Consider:
  • Data privacy requirements
  • Legal compliance
  • Brand guidelines
Provide sample conversations to guide behavior.Examples help with:
  • Tone and style
  • Response length
  • Handling objections
See our System Prompt guide for detailed best practices and examples.