AI Agent Settings
Connect numbers, guide conversations and choose how the agent books, transfers and replies to texts.
In the CRM: AI Agents → Edit
Find the right setting
Select Edit beside the agent. The readiness panel shows whether the voice service, number routing, actions and any transfer destination are connected. The tabs organize the agent’s business purpose, voice, Text and testing controls.
| Tab | What you manage |
|---|---|
| Basics | Internal name, description, model and channel overview. |
| Manage | Voice choice, language, speed, speech recognition, pauses and interruptions. |
| Shared instructions | Business facts, common rules, templates, personalization and the Text greeting. |
| Actions | Appointments, transfers, text follow-up, tasks, contact updates and call outcomes. |
| Text | Whether AI replies to incoming texts and its reply schedule. |
| Inbound settings | Incoming-call prompt and greeting, plus the attached business number. |
| Outbound settings | Outbound prompt, greeting, caller ID, authorization and calling window. |
| Test | Saved-prompt preview and a real test-call control. |
Choose the actions that move the enquiry forward
The built-in system actions look up the caller, personalize the conversation, save notes and outcomes, honor opt-out requests and end completed calls. Add only the extra capabilities needed for the agent’s job.
Use Call outcomes for the result you want to review after a call. The standard choices include Interested, Appointment booked, Call back later, Not interested, Opted out, Transferred and Wrong number. Where shown, add a custom outcome with a clear business meaning. Workflows can use AI Call Ended and the recorded outcome for the next step.
Select Save changes after editing actions. If the transfer destination changes, wait for its synchronization result and review readiness before using it with customers.
| Action | What it does | Example instruction |
|---|---|---|
| Manage appointments | Checks availability and books, reschedules or cancels in the CRM calendar. | Help the customer choose an available consultation time and confirm it. |
| Transfer call | Sends a live voice call to the selected extension or outside destination. | Transfer when the caller asks to speak with the sales team. |
| Send a text follow-up | Sends the requested follow-up through Mango9 messaging and records it in Text history. | Text the service information when the caller asks for it. |
| Create a task or ticket | Creates a visible CRM calendar task. | Create a callback task when the team needs to follow up. |
| Update CRM contact details | Saves details the caller supplies, such as name, email or address. | Update the contact when they correct their email address. |
| Trigger a webhook | Sends a request to your configured HTTPS integration. | Notify the connected system when this stated business event applies. |
Choose when AI answers texts
To return all incoming texts to staff, turn the Text channel off and save. This also stops queued AI replies while preserving the voice routing. Valid calendar hours are needed for automatic replies; appointment bookings continue to follow calendar availability.
For a marketing team, this can mean staff handle daytime sales questions while AI continues useful conversations after closing. Use shared business instructions for accurate answers and SMS templates for consistent staff and campaign messages.
- Open Text and turn on Text channel enabled when this agent should answer incoming SMS on its connected number.
- Choose After business hours to let staff handle open hours, or At all times while enabled for continuous AI replies.
- For the after-hours option, check the agent owner’s calendar business hours and city-based time zone. These settings determine the reply schedule.
- Select Save Text settings and read the saved confirmation.
- Open the Text conversation to review customer messages, staff replies, named AI replies and delivery status together.
Connect inbound calls and prepare outbound follow-up
One agent attaches to one inbound number at a time. Detach its number before disabling inbound voice. Selecting a number is an immediate routing change; the other settings use their Save controls.
If you sell calls or leads, keep the buyer’s extension and campaign routing clear. An AI handoff can direct a conversation to the person you chose, while the campaign records track the distribution and commercial outcome.
- In Inbound settings, enable inbound voice, review its prompt and greeting, and select Save changes.
- Choose the intended number under Attached number. Attaching changes incoming routing immediately. Choosing another number moves the attachment; review it before leaving the page.
- In Outbound settings, write the separate reason for calling and greeting. Choose caller ID and the available call-rate settings for this work.
- Review outbound authorization when enabling that capability. Set allowed days and a calling window if needed, using the lead’s local time or a fixed city-based zone such as America/Los_Angeles.
- Select Save changes and review the result. Start calls through the specific test, workflow or campaign you intend to use.
Tune the voice and check the customer experience
Manage lets you choose the available voice provider, voice, language and speed. Advanced controls cover speech recognition, useful brand or product words, pauses and whether the caller can interrupt. Start with the existing values and change one thing at a time so you can hear its effect.
The combined agent’s Test tab previews the saved prompt for the selected direction without creating real CRM actions or bookings. Save your edits first. Call my phone places a real call using saved settings and caller ID, so enter your own test number and review the result.
Test the full scenario you plan to advertise: ask a common question, request an appointment, ask for a text follow-up and request a staff handoff. Review the contact, calendar and conversation to confirm each intended action.