Agent Settings Reference

Last updated: July 22, 2026

Open an agent's Settings tab to configure it. Settings are organized into a profile area plus four sub-tabs: AI Bot, Scripts, FAQ's, and Workflows. (Editing Settings requires the manage AI agents permission.)

Agent profile (name & photo)

  • Agent Name — a free-text name for the agent, shown to your team throughout the app. Click the pencil ("Edit name & photo") to change it.

  • Profile picture — upload an avatar for the agent.

  • Active badge — indicates the agent is live and handling its workflow.

  • Outbound: Yes/No — whether the agent places outbound calls.

  • AI connection — the underlying AI system that powers the agent (shown as "AI: Annie").

Voice & phone number

An agent calls from an assigned phone number, which also carries the voice settings:

  • Name — a label for the line (e.g. "Main Office Line").

  • Phone Number — the number the agent calls from (provisioned for you).

  • Bot — which agent this number is assigned to.

  • Voice — the voice used on AI calls. Five options:

    • Friendly & Bright

    • Calm & Reassuring

    • Polished & Professional

    • Kind & Curious

    • Confident & Upbeat

  • Verified Caller ID — the caller ID shown for outbound calls.

  • Area Code — optional; leave blank to assign a number with any area code.

Scripts

The agent's spoken and written messages. There are six, grouped into Phone and SMS & Chat:

Phone

  • Phone Greeting — what the agent says when answering (or opening) a phone call.

  • Closed Phone Greeting — what it says on a call outside office hours.

  • Voicemail — the message the agent leaves when it reaches voicemail.

SMS & Chat

  • Greeting — the default opening message for SMS and chat conversations.

  • Closed Chat Greeting — what it says in chat outside office hours.

  • Initial Message — the first SMS the agent sends to a patient.

Click Edit on any script to change its wording. Scripts support placeholders (merge fields) you can insert from a dropdown to add dynamic content like patient names, emails, or booking links.

💡 Tip: The "outside office hours" greetings use your practice's office hours — no separate calling-window field to set on the agent.

FAQ's (train your agent to answer questions)

FAQs are custom question-and-answer pairs that teach your agent how to respond to specific patient questions — on calls and by SMS — without needing a full workflow. They're optional, but adding them improves how the agent interacts with patients.

  • Example: "Where do I park?" → "We have free parking in the lot behind our building."

  • Each FAQ is scoped as This agent (used only by this agent) or Global (shared with every agent).

  • Use Add FAQ to create one.

Workflows

Manage the agent's workflows — the configured, multi-step processes (templates/blueprints) that automate how the agent handles its calls. Use Add Workflow to apply one. An agent with no workflow may not behave as intended, so add at least one.

Test call

When an agent is active, use Test call / Initiate Test Call to place a trial call (no patient impact) and hear the agent before it goes live.

What's next

  • How AI Calls Work (Call Cases)

  • Reviewing Agent Activity (Analytics & Conversations)