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An agent is the AI that talks to your customers. You build and configure it in the Agent Studio, where you define how it behaves, what it knows, what actions it can take, and which channels it uses.

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Create an agent

You can start an agent two ways:

From a template

Begin with a ready-made starting point — the name, prompt, language, and voice are pre-filled so you can adapt rather than start from a blank page.

From scratch

Start empty with just a name, a short description, and your own prompt, then configure everything yourself.
Once created, the agent opens in the Agent Studio, ready to configure.

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How the Agent Studio is laid out

The Studio has two parts that are always working together:
  • Agent Core — a panel that stays visible while you work. It holds the essentials: the agent’s persona and behavior, its greeting, its Agent Purpose, Response Style, Call Flow, and variables and default values.
  • Configuration tabs — everything else, grouped into focused sections you move between. They appear in this order: Intelligence, Capabilities, Voice, Runtime, Outcome, and Deploy.

Agent Core

Persona, behavior, greeting, prompt sections, and variables and default values.

Intelligence

Choose the language model and tune Temperature and Max Tokens. Lower temperature keeps responses focused; higher temperature makes them more creative. Max Tokens sets the maximum response length per turn.

Capabilities

Set up the three capability areas: Knowledge Base, Integrations, and Custom APIs.

Voice

Choose a TTS provider and voice, adjust Speaking Speed, and preview the voice in Browser (HD) or Phone (16kHz) quality.

Runtime

Configure Settings for conversation behavior, natural closing, duration limits, and silence handling, plus Transfer for human handoff, transfer numbers, and caller messages.

Outcome

Configure recordings, transcripts, AI Analysis, and Custom Analysis after each conversation.

Deploy

Use Routing for inbound and outbound numbers, Widget for Web Talk or Web Chat setup, and WhatsApp to assign and configure a WhatsApp number.

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One agent, multiple channels

Each agent can work across multiple channels: phone calls, WhatsApp, Web Talk, and Web Chat. You configure the agent once, then use Deploy to connect and tune the channel settings it needs.
Designing for WhatsApp is different from designing for a phone call — message length, templates, and the 24-hour window all shape the experience. Vocily keeps the same agent model, while Deploy lets you configure the channel-specific setup for each place the agent runs.

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Saving and going live

Changes take effect when you save — there’s no separate publish step. Once an agent is connected to a channel under Deploy, your saved configuration is what handles live conversations.

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Test before you rely on it

At any point you can test the agent directly in the app — by chat, by voice in your browser, or by placing a real phone call — before you send real customers to it.

Start with Agent Core

The persona, prompt, and language are the foundation of every agent.