Agent Assist

Agent Assist gives a staff member AI suggestions in the browser phone during a call. You can tailor the guidance to sales, service, appointment setting or another role so the person has a useful next question or response at hand.

The list shows users with phone extensions. Set up the user and extension first, then enable the assistance for the people who need it. The phone’s connected speech and AI service supplies the suggestions.

For a sales team, ask for concise questions about the customer’s needs, service area and preferred next step. For appointment setters, focus on the information needed before offering a time. The staff member remains responsible for the conversation and the action they choose.

1. Open Voice Features → Agent Assist and find the user by name and extension.
2. Turn the user’s switch on, then open Prompt & Mode Settings.
3. Choose AI Mode: Sales Agent, Customer Service, Technical Support, Collections, Appointment Setting or Custom.
4. Review the AI System Prompt. Describe the services, questions to ask and style of suggestion that would help this person.
5. Use Reset to Template when you want the selected role’s starting wording, then customize it.
6. Select Save All Changes. Check the suggestions on the next suitable test call.

Open AI Behavior Settings to see these shared Global controls. They affect all agents using those settings, while each staff member has their own mode and prompt. Select Save All Changes and review the effect on the next call.

For marketing follow-up, short and timely suggestions can help staff keep the conversation moving: clarify the enquiry, identify the right service and agree on a next step. Update the prompt as your campaign offer or business information changes.

• Create users and extensions →
• Manage staff accounts →
• AI agents that handle customer conversations →
• Review call activity →