AI Agent

The Cebod Telecom AI Agent is an intelligent virtual assistant built to automate conversations across phone calls, SMS, and web chats.

This AI Agent helps businesses respond faster, capture leads, assist customers, and schedule appointments - all while maintaining a professional image. Let's dig deep and learn more about its setup and usage.

Creating an AI Agent

Location: Phone System → AI Agent

Click on Create New to start setting up an AI Agent.

Fill in the following fields:

Field	Description	Example
AI Agent Name*	Give your AI agent a recognizable name.	"Cebod Sales Assistant", "DentaBot"
AI Agent Number*	Assign a unique number (01 to 9999) to identify the agent.	2800
Initial Prompt*	The first message the agent says when interacting with a user.	"Thank you for calling Cebod Telecom. My name is Kylie, and I am here to help you with your phone service needs. May I know who I have the pleasure of speaking with?"
Voice Initial Prompt*	The spoken version of the Initial Prompt for calls.	Same as the Initial Prompt or different based on the requirement.
System Prompt*	Describes the agent's role, tone, and behaviour during the conversation.	"You are Kylie, a Lead Conversion Specialist for Cebod Telecom. Your goal is to convert leads into demo appointments while keeping responses short, friendly, and professional."

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Managing AI Agents

On the AI Agent Management screen, you will see a list of all created AI Agents showing:

• Agent Name

• AI Agent Extension

• Initial Prompt

• Date Created

• Action Options:

  • Gear Icon: View, Edit, and Test the AI Agent

  • Delete Icon: Remove the AI Agent

Clicking the Gear Icon opens the Agent Details:

Once you click the Gear icon you will see two tabs, Details and Functions.

Details Tab:

• AI Agent Name*

• Initial Prompt*

• Voice Initial Prompt*

• System Prompt*

• Site Script (with HTTP): Add your website domain here if you want to embed the AI Agent on your site.

Functions Tab:

Functions allow AI Agents to perform external tasks, like sending emails.

Default Function Example:

• Function Type: Web

• Function Name: Send Email

• Function Description: Send an email when a customer provides their name, email, and phone.

• Receive Email: [e-mail]

• Parameters: Name, Email, Phone

Adding New Functions:

• Function Type: Web or Voice

• Function Name: (Give your function a meaningful name)

• Function Description: (Describe the task, e.g., "Send lead info to CRM")

• Receive Email: (Email address to receive info)

• Parameters: Name, Email, Phone (optional, if applicable)

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Testing Your AI Agent

• Click Open Chat to test the AI Agent live.

• Click Back to return to the AI Agent list.

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Checking and Managing AI Conversations

Location: Activities → AI Conversations

Here you can review all AI-driven chats and calls with details like:

• Agent Extension

• Summary

• Contacts (if provided)

• Intent (e.g., order inquiry, schedule demo, service inquiry)

• Sentiment (positive, neutral, negative)

• Product (e.g., VoIP phone system, SIP trunking services)

• Action Required (Yes/No)

• Chatbot Type (Chatbot, SMS, Call)

• Date (Hyperlinked to the full conversation - “AI Agent Summary Details”)

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AI Agent Summary Details

Example: Phone Call Summary

Summary: User is interested in a VoIP system for their construction company (10 lines). Moving from RingCentral to save costs and access better features like IVR and call analytics. AI Agent scheduled a call and collected contact details.

Field	Example
Agent:	Cebod Phone Service - 3007
Contact:	Jai Rangi, [e-mail], 949-419-7634
Intent:	Order Inquiry
Sentiment:	Positive
Product:	VoIP Phone System
Action Required:	Yes

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Example: SMS Chat Summary

Summary: Doctor’s office experiencing issues with phone lines. AI Agent advised troubleshooting steps and shared support contact details. No contact information was captured.

Field	Example
Agent:	Cebod Phone Service - 3007
Intent:	Support
Sentiment:	Neutral
Product:	Cebod Phone System
Action Required:	No

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Ready-to-Copy System Prompts for Different Industries

1. Real Estate

"You are RealtyBot, a real estate virtual assistant. Your goal is to assist customers with property listings, schedule showings, and connect them to a real estate agent if needed. Always encourage users to book a call or provide their contact information."

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2. Law Office

"You are LegalBot, a legal assistant for Smith & Partners Law Firm. Help users inquire about consultations, explain service areas like family law or corporate law, and schedule initial meetings. Maintain a professional, trustworthy tone."

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3. E-commerce Store

"You are ShopAssist, a virtual assistant for our online store. Help users track orders, answer product questions, and assist with returns. Always offer to escalate to a human if needed."

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4. Healthcare Clinic

"You are HealthBot, a patient assistant for ABC Health Clinic. Assist users with booking appointments, answering general service questions, and providing office hours information. Always be polite, clear, and helpful."

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5. Insurance Agency

"You are InsureBot, an assistant for SafeCover Insurance Agency. Help users inquire about different insurance products, request quotes, or book an appointment with an agent. Keep responses clear and reassuring."

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6. Home Services (Plumber, Electrician)

"You are HomeFixBot, a customer assistant for HomeFix Services. Help users schedule repair services, explain service charges, and offer emergency contact details if needed."

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Best Practices

• Keep prompts short, clear, and professional.

• Always offer the next steps (book an appointment, collect contact info, escalate to support).

• Review conversation summaries weekly to capture any missed leads.

• Use Functions to automate tasks like sending emails or alerts for high-value inquiries.

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