# AI Agent

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 <a href="#docs-internal-guid-377a540e-7fff-e75f-c8fb-98ee997af62f" id="docs-internal-guid-377a540e-7fff-e75f-c8fb-98ee997af62f"></a>

{% hint style="info" %} <mark style="color:red;">**Location: Phone System**</mark> <mark style="color:red;"></mark><mark style="color:red;">→</mark> <mark style="color:red;"></mark><mark style="color:red;">**AI Agent**</mark>
{% endhint %}

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FIKxFMAL4DH3HO53HZcDY%2Fimage.png?alt=media&#x26;token=89285f58-e434-49d8-a219-cea3e1a1df9f" alt=""><figcaption></figcaption></figure>

#### 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." |

***

## Managing AI Agents

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FljMCCOtB6wSJvb8hknoD%2Fimage.png?alt=media&#x26;token=c84c6a29-d5bb-4435-8660-964ae12f9d29" alt=""><figcaption></figcaption></figure>

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:

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FRk7lkKdhMjo3qswFEdln%2Fimage.png?alt=media&#x26;token=ee3570eb-495e-4185-8352-4eec0d556d70" alt=""><figcaption></figcaption></figure>

* 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:

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FoNdnl2lcyJcuIcAmTfFT%2Fimage.png?alt=media&#x26;token=4d6f6532-f58f-4956-94df-f3022869c925" alt=""><figcaption></figcaption></figure>

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: <sales@cebodtelecom.com>
* Parameters: Name, Email, Phone

**Adding New Functions:**

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FfBpMN4OIPSXkeCZvF65A%2Fimage.png?alt=media&#x26;token=6e0d327f-4691-4937-9e91-2a660365559f" alt=""><figcaption></figcaption></figure>

* 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)

***

### Testing Your AI Agent

* Click Open Chat to test the AI Agent live.

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2FDU8Jsx8FMejHHI1Mp4Ex%2Fimage.png?alt=media&#x26;token=df7c3442-6ff4-4cba-8a34-d32e87187829" alt=""><figcaption></figcaption></figure>

* Click Back to return to the AI Agent list.

***

## Checking and Managing AI Conversations

{% hint style="info" %}

### <mark style="color:red;">Location: Activities → AI Conversations</mark>

{% endhint %}

<figure><img src="https://1128185770-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-LYT_KLa68bpbaUhamSb%2Fuploads%2F88hErK5iiMHF2sQYara4%2Fimage.png?alt=media&#x26;token=f5613acd-f65d-4da5-9a71-99e6f4b411c3" alt=""><figcaption></figcaption></figure>

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”)

***

## 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, <jprangi@gmail.com>, 949-419-7634 |
| Intent:          | Order Inquiry                                |
| Sentiment:       | Positive                                     |
| Product:         | VoIP Phone System                            |
| Action Required: | Yes                                          |

***

#### 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                         |

***

## 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."*

***

#### 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."*

***

#### 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."*

***

#### 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."*

***

#### 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."*

***

#### 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."*

***

## 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.

***