Configure Your Agent

More context = better conversations. Tell AI what a perfect sales rep would know.

The Settings That Matter

Identity

Business Context

Goals

Style

Outreach Mode

Control which channels AI uses to reach leads:

Blended Mode Escalation

In Blended mode, AI escalates across channels when leads don't respond:

Email (Day 1)
    │
    │ No response after set time
    ▼
SMS (Day 2-3)
    │
    │ No response after set time
    ▼
Voice Call (Day 4+)

Configure timing in escalation settings.

Escalation Settings

Control how AI escalates when leads go quiet:

Escalation Types

Time-Based: Escalate after X hours with no response

• Example: Switch from SMS to Email after 24 hours

Attempt-Based: Escalate after X attempts on current channel

• Example: Switch after 3 SMS with no reply

Qualifying Checklists

Define what makes a lead qualified. AI tracks completion automatically.

How It Works

1. Create qualification criteria
2. AI asks questions naturally
3. Checklist items get checked off
4. When complete → Lead moves to Qualified stage

Example Checklist

Setting Up Checklists

1. Go to your agent settings
2. Find "Qualifying Checklist"
3. Add criteria items
4. AI will naturally work through them in conversation

Confidence Threshold

AI assigns a confidence score to each lead interaction.

Configure Threshold

Default threshold is 70. Adjust based on your preference:

• Lower threshold (50-60): AI handles more autonomously
• Higher threshold (80-90): More human review required

When confidence drops below threshold:

1. Lead gets flagged "Needs Attention"
2. AI provides reasoning for low confidence
3. You review and decide next steps

Opener Templates

Customize how AI initiates conversations:

First Message Templates

Set templates for different scenarios:

Variables Available

• [Name] - Lead's first name
• [Agent] - Your agent's name
• [Company] - Your business name
• [Interest] - What they expressed interest in
• [Referrer] - Who referred them (if applicable)

Objection Handling

Teach AI how to handle common objections:

Setup

1. List common objections
2. Provide preferred responses
3. AI learns to handle them naturally

Example Objections

How Much Context Is Enough?

Rule of thumb: If a new employee would need to know it, add it.

Include:

• What you sell / do
• Common objections and how to handle them
• Pricing (if you want AI to discuss it)
• Areas/services you don't cover
• How to handle specific situations

FAQs

"Can I update settings anytime?" Yes. Changes apply to new messages immediately.

"What if the AI says something wrong?" Add clarification to your Business Context. "Never say X. Instead say Y."

"How much context should I provide?" More is better. AI can't use what it doesn't know.

"Should I include pricing?" Up to you. If yes, be specific. If no, tell AI to direct pricing questions to you.

"Can I see what the AI knows?" Yes. Everything is visible in your agent settings.

"Do changes affect ongoing conversations?" Yes. New messages will use updated context.

"What if I'm not sure what to put?" Start basic. Watch conversations. Add context when you see gaps.

"How do I switch from SMS to Blended mode?" Go to agent settings → Outreach Mode → Select "Blended" → Configure escalation timing.

"Can I require all checklist items before booking?" Yes. Set "All required for qualification" in checklist settings.

"What happens when confidence is low?" Lead gets flagged, AI provides reasoning, you review and respond.

Related

• Set the personality — Tone and style
• View conversations — See what AI is saying
• Handle attention items — Help AI when stuck