NOTE: If you are finding information on how to create an agent, refer to this article which breaks down how to create one.
Editing an Agent:
Go to Agents in the left sidebar.
Click on the agent card you want to edit.
You will be taken to the Edit Agent page.
Here you can update:
Agent name
Language
Transfer phone number
Maximum call duration
Context document template
Click Update Agent to save changes.
First Greeting
The First Greeting is the opening message callers hear when they connect.
Important:
This greeting is uninterruptible.
Callers cannot interrupt this message.
It should include:
The agent introduction
A safety or emergency disclaimer
An opening prompt
Example:
Hello, this is Aya, the AI assistant for your clinic. If you are experiencing a medical emergency, please hang up and call 911 or go to the nearest emergency room. How can I help you today?
You can edit this greeting at any time.
Maximum Call Duration
You can define the maximum call length in seconds. When this limit is reached, the call will automatically end. This helps control call flow and manage usage.
Agent Knowledge Base
You may upload a file under Agent Knowledge Base to provide additional structured information.
Click Choose File to upload a document that includes:
Clinic policies
Condition handling guidance
Triage rules
FAQs
This enhances how the agent responds and routes calls.
Linked Phone Numbers
If phone numbers are connected to the agent, they will appear under Linked Phone Numbers.
If none are linked, it will indicate no numbers are connected.
Talking to Your Agent
To test your agent:
Open the agent in Edit mode.
Click Talk to Agent.
This opens the test interface powered by ElevenLabs.
You can:
Call the AI agent
Test conversation flow
Validate intake questions
Confirm transfers work correctly
Testing before going live is strongly recommended.
Need Help?
If you would like help configuring or reviewing your agent:
Use the Help section in the platform
Email [email protected]
We are happy to walk through setup and optimization with you.