Where do the agent's answers come from?
From the documents you upload and the instructions you write.
Upload the material your staff answer from on the Resources page. The agent searches it during the call and answers from what it finds.
- Accepted files: PDF, Word (.docx), Excel (.xlsx), CSV, JSON, plain text and Markdown.
- A file is ready as soon as the upload finishes.
- Uploading a file with the same name replaces the old version.
- One file can be used by several assistants. Deleting it removes it from all of them.
Some templates, such as record lookups, also take a spreadsheet of records the agent can search for a caller while they are on the line.
Names and unusual words
If callers use names, brands or technical terms the agent mishears, add them as key terms in the transcriber settings. They are listened for specifically.
Note
Voice agents do not read websites. Save the pages you need as documents and upload them.