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Agents
Create and configure AI voice and chat agents to handle conversations.
Agents
Create and configure AI agents to handle phone calls and chat conversations.
Agent Types
Voice Agents
| Type | Description | Best For |
|---|---|---|
| Conversation Flow | Rigid, highly formatted conversations with defined paths | Structured interactions like surveys, screening |
| Single Prompt | Simple, freeform conversations guided by a single prompt | General customer service |
| Multi-Prompt | Flexible conversations with structured prompt flows | Complex scenarios with multiple paths |
| Custom LLM | Attach your own LLM endpoint | Custom AI models |
Chat Agents
| Type | Description |
|---|---|
| Conversation Flow | Structured text conversations with defined paths |
| Single Prompt | Simple chatbot interactions |
| Multi-Prompt | Complex text-based flows with multiple prompts |
Creating an Agent
- Navigate to Agents in the sidebar
- Click Create Agent
- Select agent channel: Voice or Chat
- Choose agent type (Conversation Flow, Single Prompt, etc.)
- Either start from scratch or select a template
Using Templates
Call2Fly AI includes 30+ pre-built templates:
Healthcare
- Patient Screening
- Medical Receptionist
Real Estate
- Lead Qualification
- Appointment Setting
E-commerce
- Customer Support
- Refund Handling
Dental & Retail
- Outbound Sales
- Receptionist
Aviation (20+ templates)
- Flight Status
- Booking Management
- Check-in
- Boarding Pass Delivery
- Baggage Support
- Loyalty & Upgrades
- And more...
Agent Editor
The agent editor provides comprehensive configuration options:
Conversation Flow Editor
For Conversation Flow agents, use the visual flow builder:
- Drag and drop nodes
- Connect nodes with transitions
- Configure each node's behavior
- Preview the conversation flow
For a visual, screenshot-based walkthrough of every section and node type, see:
Prompt Editor
For Single/Multi-Prompt agents:
- Write system prompts
- Define agent personality
- Set response guidelines
- Configure prompt chains (Multi-Prompt)
Configuration Tabs
| Tab | Purpose |
|---|---|
| Flow/Prompts | Main conversation logic |
| Knowledge Base | Connect to knowledge sources |
| Functions | Add callable functions |
| Webhooks | Configure event notifications |
| Variables | Define conversation variables |
| Speech Settings | Voice and language options |
| Agent Settings | General configuration |
Functions
Agents can execute functions during conversations:
Pre-built Functions
- Check Calendar Availability (Cal.com) - Check available time slots
- Book on Calendar (Cal.com) - Book appointments
- Check Order - Look up order status
- Refund Order - Process refunds
Custom Functions
Create custom API integrations:
- Click Add Function in the Functions tab
- Select Custom Function
- Configure:
- Function name and description
- Parameters (name, type, required)
- API endpoint and method
- Headers and authentication
- Request body template
Function Configuration
Each function can be configured with:
- API Key - Authentication credentials
- Endpoint URL - API URL to call
- Headers - Custom HTTP headers
- Parameters - Function inputs
- Response Mapping - How to use the API response
Knowledge Base Integration
Connect your agent to knowledge bases:
- Go to the Knowledge Base tab in the agent editor
- Select one or more knowledge bases
- Configure how the agent should use the knowledge
The agent will search the knowledge base during conversations to provide accurate, contextual responses.
Webhooks
Configure webhooks to receive real-time events:
- Go to the Webhooks tab
- Enter your webhook URL
- Select events to receive:
- Conversation started
- Conversation ended
- Message received
- Function called
- Set timeout (1-30 seconds)
- Test the webhook
Agent Management
View All Agents
The Agents page shows a table with:
- Agent name
- Voice/Chat type
- Last updated timestamp
- Linked phone numbers
Agent Actions
- Edit - Open the agent editor
- Duplicate - Create a copy of the agent
- Delete - Remove the agent
- Export - Download agent as JSON
- Import - Upload agent from JSON
Linking to Phone Numbers
Agents can be linked to phone numbers for:
- Inbound calls - Agent handles incoming calls
- Outbound calls - Agent makes outgoing calls
Best Practices
Design
- Start with a template - Modify existing templates rather than starting from scratch
- Keep flows simple - Complex flows are harder to maintain and test
- Use clear node names - Makes the flow easier to understand
Testing
- Test in browser - Use the Test Panel before deploying
- Test edge cases - What happens with unexpected inputs?
- Listen to recordings - Review test call recordings
Production
- Monitor performance - Check analytics regularly
- Iterate based on data - Use call history to identify issues
- Version control - Export agents before major changes
Import/Export
Exporting an Agent
- Open the agent in the editor
- Click the Export button
- Download the JSON file
Importing an Agent
- Click Import Agent on the Agents page
- Select the JSON file
- Review and confirm the import
This allows you to:
- Backup agents before changes
- Share agents between workspaces
- Version control your agent configurations