How to Setup AI Agent

Welcome to your AI Agent setup journey! This guide will walk you through creating a virtual agent that represents your business professionally and handles calls intelligently.

Getting Started

Configure Your AI Agent

Begin by logging into your account portal, selecting "AI Agent" from the menu, and clicking "Add AI Agent".

Choose the version you want to set up. Voice Agent (v2) offers exclusive features that enable fine-tuning, extra integrations, and more!

Customize Your AI Agent's initial information

In the setup wizard, you'll create your agent's profile:

1. Agent Name - Choose a unique name that represents your business (once used, this name cannot be reused)
   
2. Extension - Assign a unique extension for your virtual agent
   
3. Company Website - Enter your website URL to allow our system to automatically gather information about your business
   
4. Description - Add internal notes about this agent (For your information only! this will not affect your AI Agent)
   
5. Default Routing - Choose a fallback treatment for when the agent fails (default routing) 
   
6. Greeting Prompt - Craft the greeting callers will hear when your AI Agent answers
   
7. Voice Language, Voice - Choose a voice that represents your brand
   

Troubleshooting: Sample audio doesn't play

This may be due to a CSP (Content Security Policy) restriction. You can resolve it by adding a setting to PORTAL_CSP_MEDIA_ADDITIONS in Platform Settings.

Note: This process requires a scope higher than Office Manager.

Steps:

1. Navigate to Platform Settings (for Super User) or Configs (for Reseller).

2. Type "media" in the search bar.

3. Select PORTAL_CSP_MEDIA_ADDITIONS.

4. Click Add Config, then add the FQDN of the media source to the Value field.  You can also limit when this rule applies (e.g., to specific domains, scopes, or hosts) as needed.

After clicking "Save," our intelligent system will scan your website to build your agent's knowledge base automatically.

Our system will pre-populate much of this information from your website, but you can refine everything to ensure complete accuracy. You will then see the following screen. Once this modal is closed, an edit page for the agent will be rendered; however, some input fields will remain empty until the agent creation step is complete.

Please note, there might be times that the AI Agent doesn't understand how to pronounce certain words or phrases. In the General Content you might need to tell it how to pronounce certain words. For Example, “Telware is pronounced tell-wear”

Configure your AI agent

Company Information

details about your business that callers frequently ask about. Your AI Agent will be prepared to answer questions using this information.

Services & Products

Add up to 20 services and 20 products with descriptions. Your AI Agent will be able to explain your offerings to callers, transfer them to appropriate team members, or provide additional information based on the caller's needs.

Business Hours

Set your operating schedule so your AI Agent knows when team members are available. Add special notes about lunch hours or after-hours availability.

Frequently Asked Questions

Enter up to 20 common questions with their answers to handle routine inquiries efficiently.

Team Directory

Add team members and their departments so your AI Agent can direct calls appropriately.

General Knowledge

This powerful section allows you to create custom responses and behaviors using "if/then" instructions. For example: "If someone asks about pricing, then explain our three-tier model..." In addition, our agent creation process automatically populates this field with miscellaneous information gathered from your website as follows:

An example of a prompt: If a caller mentions having technical difficulties, connection problems, software errors, or needs help troubleshooting any product, then inform them our technical support team can assist, ask if they would like to be transferred, and route them to the Technical Support department at extension 2001.

When implemented, your AI Agent would recognize these triggers and respond with something like: "I understand you're experiencing technical issues. Our dedicated Technical Support team can help solve this problem. Would you like me to transfer you to them now?"

Company Specialties

Highlight what makes your business unique so your AI Agent can effectively communicate your competitive advantages.

Call Routing Rules

Create intelligent routing by associating keywords with specific team members or departments. For example, connecting words like "billing" or "accounting" to your finance person. Transfer by Name is also available.

    If you want to add more routes, you will have to save the first one before moving onto the second one.

Enable Automated Actions with Upgraded Plans

Take your AI Agent beyond call routing with powerful integrations available on upgraded plans, allowing callers to:

• Schedule appointments
• Request information
• Submit support tickets
• And more!
  

AI Agent v2: Exclusive Features

Alerts

Individual alerts are available to notify you of specific situations.

Knowledge Base

When the Advanced license is in use, the Knowledge Base becomes available for the agent, allowing it to reference detailed information.

Flows

A drag-and-drop flow creation feature is also available for v2 agents, allowing you to fine-tune the agent's conversations with users.

Comfort Messages

Comfort messages are played during the call while the agent is performing a task, such as looking up information or using a tool.

 

• Related Articles

• OneCloud AI Agent | Calendly Configuration

  OneCloud AI Agent | Calendly Configuration Easily schedule time with your AI-Agent through our Calendly Integration. Share a personalized link that allows others to book meetings with you directly, making scheduling fast, simple, and hassle-free. ? ...

• OneCloud AI Agent | Generic Calendar Configuration

  OneCloud AI Agent | Generic Calendar Configuration Give your AI-Agent the ability to easily share a single booking link with Generic Calendar. This integration makes it simple for customers to schedule appointments with you directly, providing a ...

• OneCloud AI Agent | HubSpot MCP Integration

  OneCloud AI Agent | HubSpot MCP Configuration Give your AI-Agent the ability to securely connect with HubSpot through the Model Context Protocol. This integration makes it simple to access contacts, update deals, log activities, and trigger workflows ...

• Custom Call Center Agent Status | OneCloud Support Portal

  Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...

• OneCloud CX | Ringtone and Alerts Setup Guide

  Ringtone and Alerts Setup Guide This article provides step-by-step instructions to change the volume of incoming calls/chats in the OneCloud CX Agent Desktop system. Purpose The Ringtones and Alerts setting lets you customize the volume of external ...