How to configure an Existing Agent on Dial.Plus

After creating your first AI Voice Agent in Dial.Plus, you can customize it to match your business needs, brand personality, and customer service objectives. This configuration process ensures your agent delivers accurate, relevant, and on-brand responses to every caller.

Accessing Agent Configuration

1. Log in to your Dial.Plus account.
2. Go to the Agents tab.

3. Click on the agent you want to configure.
   You’ll see four main configuration sections:

   • Behavior
   • Character
   • Knowledge
   • Call Settings

   Each section contains multiple options to help you personalize your agent’s performance and style.

Behavior — Define Your Agent’s Role and Conduct

The Behavior section sets the foundation for how your agent interacts with callers.

• Role – Define your agent’s main function (e.g., Customer Support, Sales Representative, Technical Advisor)
• Goal – Specify the agent’s mission and conversation context. For example, "Help customers reset their passwords" or "Qualify sales leads before handing them to a rep."
• First Message – Determine how your agent greets or starts the conversation.
• What to Avoid – Outline behavior guidelines and restrictions. Include:
  • Topics to avoid
  • How to politely refuse certain requests
  • Strategies for handling difficult situations
  • Example scenarios for better accuracy 

Character — Give Your Agent a Personality

The Character section shapes your agent’s appearance, voice, and tone.

• Profile Picture – Upload an image that visually represents your agent.
• Name – Choose a recognizable and brand-appropriate name.
• Primary Language – Select the main language for communication.
• Voice Selection – Pick the voice your agent will use during calls.
• Tone of Voice – Choose between:
  • Professional
  • Friendly
  • Enthusiastic

Knowledge — Provide Information for Accurate Responses

The Knowledge section ensures your agent can answer customer questions confidently. You can add:

• Links – Direct URLs to relevant resources.
• Files – Upload documents such as .txt, .pdf, .doc, .docx, .md.
• Custom Text – Write specific instructions or responses.
• Reuse Existing Knowledge – Import knowledge already added to the account.

Call Settings — Control Call Flow and Timing

Fine-tune how your agent handles conversations:

• End Call Timeout Upon Prolonged Silence – Set the maximum number of seconds of silence before the call ends.
• Turn Timeout – Set the wait time for the user’s reply before the agent re-engages.
• Max Conversation Duration – Set the maximum call length in seconds.

Finalizing Your Agent

Once you’ve configured all sections, your AI agent will be fully optimized and ready to handle incoming calls effectively, delivering a consistent and engaging customer experience.