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Lesson 3 of 8

Configure every builder area

Review the actual six builder areas in the order the call operates: Assistant Details, Variables, Call Settings, Integrations, Knowledge Base, and Recent Calls.

18 minute lesson Outcome: A complete baseline configuration
In this lessonOutcome

You will review the generated Draft across all six real builder areas and establish a safe baseline. Detailed prompt writing and knowledge testing happen in the next lessons; here you make sure every product setting has an intentional owner and value.

What done looks like

You can demonstrate the lesson result in the dashboard and complete its practical checklist before continuing.

01

Open the agent and learn the six-area map

Dashboard → AI Agents → select your Draft. The left rail organizes setup in the order a call needs it.

Assistant Details

Voice, languages, greeting, and the complete instruction document.

Who it is and what it says
Variables

Input values known before the call and output values captured during it.

Context in; results out
Call Settings

Speaking, listening, silence, transfer, ending, ambient audio, and post-call reporting.

How the call behaves
Integrations

Connected calendars, sheets, and custom actions available during a call.

What it can fetch or do
Knowledge Base

Approved PDF documents and website pages attached to this agent.

Which facts it may state
Recent Calls

Transcripts, recordings when available, outcomes, and captured details after calls.

Evidence for improvement
Conversation Flow is not a separate builder tab

The ordered prompt now appears as one instruction document inside Assistant Details. Do not look for a separate Conversation Flow tab or the old visual node-graph route.

02

Configure Assistant Details

Choose how the agent sounds and what it initially says. Leave the full instruction rewrite for Lesson 4.

  1. Click Assistant Details

    This is the default area when you open the agent.

  2. Open Voice and choose a language-compatible voice

    Preview at least two voices using names, amounts, dates, and locations. A fresh generated agent may already have a matching library voice.

  3. Set Languages to English and Telugu

    Keep the primary language first. A multilingual agent must still have explicit switching rules in its instructions.

  4. Click the Greeting text and replace it

    Enter the exact first sentence below. The greeting is separate from the instruction document.

  5. Leave the instruction document enabled

    Do not delete generated sections yet. Lesson 4 replaces them with a complete reviewed document.

Greeting
Hello, thank you for calling Acme Properties. How may I help with your property enquiry?
Optional personalized greeting

Use {{customer_name}} only after declaring that input in Variables with a safe default such as there. For inbound calls where the name is usually unknown, the non-personalized greeting above is simpler and safer.

03

Define inputs and outputs

Click Variables. Use the Input and Output switch to create the two sides of the call’s data contract.

Input tab — add these
company_name
Default value: Acme Properties
Description: Business represented by the agent

customer_name
Default value: there
Description: Caller name supplied before the call when available
Output tab — add these
property_type
What to capture: flat, villa, plot, other, or unclear

budget
What to capture: confirmed amount/range with currency, or unclear

location
What to capture: confirmed preferred area/city, or unclear

timeline
What to capture: confirmed buying timeline, or unclear

follow_up_consent
What to capture: yes, no, or unclear

outcome
What to capture: qualified, not_qualified, follow_up_needed,
opted_out, or unclear

  1. Click Input, then Add input

    Enter the variable name and Default value. Define a default that produces natural speech when no per-call value is supplied.

  2. Click Output, then Add output

    Enter the variable name and a specific What to capture description.

  3. Finish each row

    An unnamed row is abandoned and may disappear. Use simple snake_case names without spaces.

04

Set a conservative call baseline

Click Call Settings and work from top to bottom. These are starting values for this example, not universal values for every audience.

Speaking speed

Begin at 1.00×. Change only after listening tests.

Speaking
Delivery

Use Neutral or a restrained friendly delivery suitable for property enquiries.

Speaking
Personality

Choose Friendly. Explicit prompt rules still take priority over a broad style label.

Speaking
Filler phrases

Enable only if a real tool sometimes makes the caller wait.

Speaking
Wait before replying

Start near the natural middle range; test normal thinking pauses and interruptions.

Listening
Let callers interrupt

Enable, then test barge-in during the greeting and a long answer.

Listening
Silence check-in

5 seconds; 2 retries; “Are you still there?”

Listening
Transfer

Enable only with a valid E.164 destination and the explicit condition below.

Handoff
Maximum length

10 minutes for this focused qualification job.

Ending
End phrases

goodbye, thanks bye, that is all

Ending
Post-call report

Include summary, transcript, caller mood, and captured details; add a webhook only when your server is ready.

Analytics
Transfer condition
When the caller asks to speak with a person, becomes distressed, or needs factual information that approved knowledge and configured tools cannot provide safely.
Do not invent a transfer destination

Leave transfer off until a real number is approved and someone is prepared to answer it. When transfer is off or fails, the instructions must offer the real follow-up process.

05

Review Integrations, Knowledge Base, and Recent Calls

An intentional empty state is valid. A generated sentence describing an unavailable capability is not.

  1. Click Integrations

    For this first version, leave Calendar, Sheets, and Custom APIs unselected unless a working connection is already available and required by the job.

  2. Click Knowledge Base

    Confirm the scope is this agent. Do not upload yet; Lesson 5 prepares and verifies the source.

  3. Click Recent Calls

    A new Draft should have no production history. This is where phone-test and live-call evidence will appear later.

  4. Return to Assistant Details

    Confirm that changes show the saved state before leaving the agent.

Why “leave it empty” can be correct

Tools create permissions and failure paths. Add one only when the job requires it, the connection is authorized, and both success and failure can be tested.

06

Complete baseline configuration

Your Draft should now be understandable from this summary even before the final prompt and knowledge source are added.

Property Enquiry Assistant
Draft
VoiceLanguage-compatible library voice; previewed
LanguagesEnglish, Telugu
GreetingAcme Properties identified; no unresolved token
Inputscompany_name, customer_name
Outputsproperty_type, budget, location, timeline, follow_up_consent, outcome
Silence5 seconds, 2 retries, explicit prompt
TransferOff until destination is approved; condition prepared
Maximum length10 minutes
IntegrationsNone until a required working action is available
KnowledgePending Lesson 5
Recent CallsNo production traffic
07

Verify the baseline

Refresh and reopen the Draft before moving on; this catches a failed save rather than hiding it inside later prompt work.

Complete lesson 3: Configure the builder
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Common configuration mistakes

Most configuration errors come from changing the right concept in the wrong product area.

Searching for Conversation Flow as a tab

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Edit the prompt document inside Assistant Details.

Putting output fields in the greeting

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Define them under Variables → Output and instruct the agent to ask and confirm them.

Using an empty input default

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Use a safe fallback or write the sentence so the optional value can disappear naturally.

Turning every integration on

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Enable only required, authorized, tested actions.

Using transfer without a staffed destination

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Leave it off and define an honest follow-up fallback.

Changing five audio controls together

Why it fails

It leaves behavior, data, or ownership ambiguous.

Correct it

Start near natural defaults and adjust one observed problem at a time.

API equivalent

The agent resource carries the same configuration

POST /agents or PATCH /agents/{id}Open reference

Use language, greeting, voice_settings, and config fields for languages, personality, prompt sections, input and extracted variables, call behavior, silence handling, transfer, and post-call delivery. Agent config is deep-merged on patch, but config.prompt_sections replaces the complete current instruction list.