Overview

Persona

Defines your AI agent's personality, voice, and communication style. This includes the actual voice characteristics (speed, tone), the system prompt that shapes behavior, and OpenAI Realtime API settings like temperature, turn detection sensitivity, and response latency. Think of it as the "who" of your agent—is it warm and empathetic, energetic and sales-focused, or technical and precise?

Conversation Flow

Maps out the structure of customer interactions from start to finish. You define stages like greetings, checkpoints (key decision points), and exits, creating a guided path for conversations. This ensures agents follow a consistent approach while maintaining natural dialogue flow—like a script outline rather than a rigid word-for-word script.

Playbooks

Scenario-based guides that tell agents how to handle specific situations. Each playbook contains multiple scenarios (like "Customer wants refund after policy deadline" or "Product arrived damaged") with step-by-step actions. They're categorized by type (Service Recovery, Technical, Sales, Returns) so agents know exactly what to do when common situations arise.

Knowledge

Your agent's information repository—articles, FAQs, product documentation, troubleshooting guides, and company policies. Knowledge sources can be URLs, uploaded files, or text content, and are organized by category and type. This is what agents reference to answer customer questions accurately and consistently.

Rules

Business logic and conditional policies that govern agent behavior. Rules define things like escalation triggers ("Transfer to supervisor if customer mentions lawsuit"), compliance requirements ("Always read privacy disclosure for California residents"), routing logic, and operational constraints. They ensure agents follow your business processes and regulatory requirements automatically.

Tools

External integrations that give agents the ability to take actions in other systems. Each tool (like Salesforce, Zendesk, Stripe) has granular permissions—agents can be granted specific capabilities like "Read Cases" or "Write Case Notes" but not others. This lets agents check order status, create support tickets, process refunds, or update customer records while maintaining security and control.

Queues

ACD (Automatic Call Distribution) queue configurations that determine where agents receive calls from. Queues are imported from your contact center platform (Genesys, Five9, Amazon Connect) and can be channel-specific (voice, chat, email). Agents are assigned to one or more queues based on their skills and purpose—like Support, Sales, or Technical queues.