Create an AI Agent

Start with a specific job, such as Service enquiries or Consultation booking. Have the business facts, calendar availability and staff handoff destination ready. If the agent will call customers, also choose the business number they should see as caller ID.

1. Open AI Agents and select Create AI Agent.
2. Enter an internal Agent name. Choose Inbound voice, Outbound voice or both according to the work it should do.
3. Choose the Voice and Text channels you need. Outbound voice also needs a caller ID, or the available dynamic caller ID option.
4. Choose an available model. The native model choices use the connected service without requiring a separate model API key.
5. Select Next: Purpose.

Choose one of the available templates for a quick starting point. The templates include jobs such as appointment booking, customer support, lead intake and after-hours answering. Outbound templates focus on jobs such as reminders and lead follow-up.

You can also describe the business and the result you want in the Purpose conversation, or select Skip & write prompt myself. A useful description says who you help, what information to collect, when to book and when to bring in the team.

We help homeowners arrange service consultations.
Ask which service they need and where the property is.
Use our calendar to offer available consultation times.
Confirm the date and time before booking.
If they want to speak with a person, transfer to our sales team.

• Shared business knowledge and instructions holds facts and rules used across the agent’s channels.
• Inbound prompt explains how to handle someone calling your business. Its greeting is the first line the caller hears.
• Outbound prompt explains why you are calling and what the agent should achieve. Review its separate greeting before enabling that mode.
• Text greeting is the opening wording for a text conversation.
• Use the personalization chips where helpful. Insert name adds the greeting-name variable, which uses the contact’s first name or a fallback when no name is known.
• Review template wording, business facts, dates and handoff instructions before selecting Next: Actions.

Actions give the agent useful capabilities. Describe when it should use each one, such as “When the customer wants a consultation” for Manage appointments. The description guides the conversation; choose the actual capability in the adjacent field.

Manage appointments includes availability checking, booking, rescheduling and cancellation. Other choices include Transfer call, Send a text follow-up, Create a task or ticket, Update CRM contact details and a custom HTTPS webhook.

Choose a destination for Transfer call: an available extension, ring group, other phone destination or outside number. Mango9’s appointment, text, task and contact actions use their built-in integrations. Only a custom webhook needs your integration URL.

• Understand every action →

1. Review the Confirm screen. If you selected outbound voice, review and select its authorization checkbox.
2. Select Create agent and wait for the result. Creating the agent sets it up; it does not start a call or campaign.
3. Open the saved agent and check Agent readiness. Review any item that still needs setup.
4. For inbound calls, save the inbound settings and attach the intended business number. For Text, review its reply schedule and save Text settings.
5. Use the saved-prompt preview to review wording. Then arrange a real test on a number you control and check the conversation, any appointment or follow-up, and the call history.

• Finish the agent settings →
• Prepare calendar availability →
• Choose a business number →
• Review AI Call History →