General
State Type: Closing
The Closing state is where the conversation ends. The agent says goodbye, performs any final wrap-up, and hangs up. It is the flow's exit — when the agent reaches a Closing state with no outbound transitions, the call is over. What It Does A Closing ...
State Type: Assisting
The Assisting state is the agent's general-purpose "stay and help" state. It is the default conversational state — broad in scope, liberal with tools, and the place most calls spend the majority of their time. What It Does Assisting is what it sounds ...
Rescheduling and Cancelation of Appointments
Booking an appointment is the easy part. Rescheduling or cancelling one is harder, because you have to find the existing appointment, verify the caller has the right to change it, and then make the right API call. This article covers what each ...
State Type: Error Handling
The Error Handling state is the recovery branch of your flow — where the agent goes when something did not go as expected. A caller spoke a language the agent does not understand, a tool returned an error, a required field was not captured, an ...
Call Recordings, Transcripts & Audit Logs
Every AI Agent call produces three artefacts you can review later: a full audio recording, a turn-by-turn transcript, and an AI-generated summary. Together they let you audit what the agent said, review edge cases, train staff on common call types, ...
Building Conversation Flows
A flow is the conversation blueprint for your AI Agent. It defines the stages of a phone call, what the agent does at each stage, which tools it can use, and when the conversation moves forward. Think of it like a flowchart: each box is a stage the ...
Connecting External Tools with MCP Servers
Your AI Agent can reach beyond its built-in tools to talk to your CRM, your booking system, your inventory service, or any other system that exposes a standard interface. The mechanism is MCP — the Model Context Protocol — an open standard for ...
Zapier Post-Call Automation
Zapier is the fastest way to turn an AI Agent call into action somewhere else — a row in a spreadsheet, a lead in a CRM, a message in Slack, a task in a project tracker — without writing any code. This article walks through the end-to-end setup using ...
Call Summaries
Every AI Agent call generates a full transcript and a short AI-written summary. The summary is the piece most teams actually read — a two-to-four-sentence recap of why the caller called, what was discussed, and how it ended. This article explains ...
Knowledgebases
Your AI Agent's training data covers the basics — hours, address, services, a short FAQ. For anything deeper — product manuals, procedural answers, multi-step troubleshooting — use a Knowledge Base. Upload your documents once, and the agent can ...
Comfort Messages
Some tools take a moment to respond. A Knowledge Base search, a Calendly availability check, or an MCP call out to an external service can each add a second or two to the conversation. Without a cue, the caller hears silence and wonders if the line ...
State based vs Prompt Engineering
There are two ways to control how your AI Agent behaves on a call: 1. Write one long system prompt that tries to cover every situation or 2. Build a flow with states that change the agent's focus as the conversation moves forward. This article ...
Transition Descriptions as Tools
Transitions are the arrows between states in your flow. To the AI Agent, each transition looks like a tool it can call. The description you write on a transition is what the agent reads to decide whether to fire it. A good description is the ...
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 in 4 Easy Steps Configure Your AI Agent Customize ...