Assistant Configuration

In this video, I show you just how easy it is to configure our assistant. I walk you through the various settings that can be customized, such as activating call recordings and changing the assistant's title. Don't forget to save your changes after making adjustments! It's a simple process that allows for full personalization.

Video Overview:

1. Assistenten auswählen (0:00) To start editing your assistant, select your desired assistant and go to the "Konfigurationen" (Configuration) section.
2. Über unsere Firma (0:44) Here, you can make changes such as activating call recordings or enabling additional features. You can also edit the assistant's title and customize the greeting message. In this example, I change the title to "Mein Intelligentum" and modify the language settings.
3. Änderungen speichern (1:53) After making the necessary changes, click "Speichern" (Save). This will apply all the new settings to your assistant. It may take a moment for the assistant to update with the new data.

Key Features:

• Call Recording Activation: Easily enable or disable the recording of calls.
• Formal Speech Mode: Enable formal speech patterns for more professional conversations.
• Knowledge Base Integration: Connect your assistant to a knowledge base for enhanced responses.
• Title and Language Customization: Personalize the assistant’s name and language preferences.
• Prompt Editing: Customize the greeting and information your assistant will share.
• Delete Unnecessary Fields: Remove any call reasons or information that are not needed.
• Custom Vocabulary Management: Upload and manage keywords specific to each assistant for better recognition.

Configuration Fields by Assistant Type

Not all configuration fields are available for every assistant type. The fields shown in the Configuration tab depend on the capabilities of your assistant's type:

Field	Inbound / Outbound / Widget	Chat
Phone Number	✅	❌
WhatsApp Number	✅ (if WhatsApp enabled)	✅
Voice Selection	✅	❌
Call Recording	✅	❌
Call Duration Limit	✅	❌
Call Forwarding	✅	❌

Chat assistants only show fields relevant to messaging channels (WhatsApp and email). Phone, voice, recording, and call duration settings are automatically hidden for Chat assistants.

Language Settings

The language you configure for your assistant affects how it communicates and processes information during calls.

How Language Settings Work

When you set your assistant's language:

• English or Multilingual assistants: Use English for all actions, extractors, and conversation analysis
• German assistants: Use German for all actions, extractors, and conversation analysis
• Other language assistants (Romanian, Polish, Czech, Croatian, Slovak, Russian, Albanian, Turkish, Ukrainian, Arabic, Persian): Use the selected language for speech recognition and transcription

Impact on Features

Your language setting affects:

• Extractors: Information extraction from call transcripts happens in the configured language
• Actions and Questions: Translations and prompts are provided in the appropriate language
• Speech Recognition: The assistant listens and understands in the configured language
• Prompt Variables: The assistant's language is automatically available as a language variable in your prompt templates

Language as a Prompt Variable

The assistant's configured language is automatically passed as a variable named language into the assistant's prompt template. The value is provided as the full language name in English (for example, English, German, Multilingual, Romanian, Polish, Czech, Croatian, Slovak, Russian, Albanian, Turkish, Ukrainian, Arabic, or Persian).

This allows you to write prompts that adapt their behavior based on the assistant's language, without any manual configuration.

Best Practice: Match your assistant's language to the language your callers will speak to ensure accurate communication and information extraction.

Voice Selection

Note: Voice selection is only available for Inbound, Outbound, and Widget assistants. Chat assistants do not use a voice.

Your assistant's voice is an important part of creating a natural and engaging conversation experience. The voice selection feature allows you to choose from a variety of voices that match your assistant's language settings.

How Voice Selection Works

When you configure your assistant, the available voices are automatically filtered based on the language you've selected. This ensures that only voices compatible with your chosen language are displayed, preventing mismatched voice and language combinations.

Automatic Filtering:

• Select English → See only English-speaking voices
• Select German → See only German-speaking voices
• Select Multilingual → See voices that support multiple languages

Finding the Right Voice

1. Navigate to Configuration: Go to your assistant's configuration tab
2. Select Language First: Choose your assistant's language (English, German, or Multilingual)
3. Choose a Voice: Open the voice dropdown to see available voices for that language
4. Listen to Preview: Each voice includes a preview audio sample so you can hear how it sounds
5. Save Your Selection: Click "Save" to apply your chosen voice

Recommended Voices

Some voices are marked as "Recommended by PnP" (Plug and Play). These are carefully selected voices that:

• Provide high-quality, natural-sounding speech
• Work reliably across different conversation types
• Have been tested for clarity and comprehension
• Appear at the top of the voice list for easy selection

Recommended voices include: Dana, Lucy, Jessica, Elena, and Susi.

What Happens When You Change Language

If you change your assistant's language after selecting a voice, the system automatically checks if your current voice supports the new language:

If the voice is compatible: No changes are needed, and your voice selection remains the same.

If the voice is not compatible: The system automatically selects a recommended voice that works with the new language and displays a notification explaining the change. For example:

"Voice changed to Dana because Lucy doesn't support German"

This automatic voice selection ensures your assistant always has a working voice, even when you update the language settings.

Voice Information

For each voice in the dropdown, you can see:

• Name: The voice's friendly name
• Gender: Voice gender (male or female)
• Preview Audio: Click the play button to hear a sample
• Recommended Badge: Special indicator for PnP-recommended voices

Advanced: Manual Voice ID Entry

For advanced users, there's an option to manually enter a voice ID instead of selecting from the list. This is useful if you have a custom voice from ElevenLabs that isn't in the standard list.

To use a custom voice:

1. Check the "Add Voice ID Manually" option
2. Enter your voice ID from ElevenLabs
3. Save your configuration

Warning: Custom voice IDs may not exist or may not support your selected language, which could cause errors. Use this feature only if you have a specific voice ID from ElevenLabs.

Best Practices for Voice Selection

• Match Your Brand: Choose a voice that aligns with your company's professional image
• Consider Your Audience: Select a voice that your callers will find friendly and trustworthy
• Test Multiple Voices: Listen to several preview samples before making your final choice
• Use Recommended Voices: For best results, start with one of the recommended voices
• Language First: Always set your language before selecting a voice to see the right options

Custom Vocabulary from File

The assistant configuration now includes a powerful feature to manage custom keywords for each assistant:

Accessing Keyword Management

1. Navigate to Configuration: Go to your assistant's configuration tab
2. Find Custom Vocabulary: Look for the "Custom vocabulary from file" section
3. Click "Custom keywords": This opens the keyword management interface

What You Can Do

• View Current Keywords: See all keywords associated with your assistant
• Import Keywords: Upload Excel or CSV files with multiple keywords at once
• Configure Actions: Set up how the assistant uses keywords for lookups
• Delete Keywords: Remove keywords that are no longer needed

Setting Up Keyword Actions

When you first add keywords to an assistant, you'll configure:

What to use for action: Describe what the keyword lookup should accomplish When to use action: Define when the assistant should trigger keyword searches

These settings help the assistant understand how to use your custom vocabulary effectively during conversations.

For detailed information about keyword management, see the Keyword Search documentation.

Alternative Greeting Message (Outbound Assistants)

Outbound assistants can now be configured with an alternative greeting message that is used when someone calls the outbound assistant's phone number directly (i.e., as an inbound call).

What is the Alternative Greeting Message?

When an outbound assistant is reached by an incoming call — for example, when a contact calls back on the number your outbound assistant dialed from — the alternative greeting is played instead of the standard outbound greeting. This lets you tailor the first message to the context: a caller reaching you directly will hear a friendly inbound-style welcome rather than an outbound campaign opener.

If you leave the alternative greeting empty, the assistant falls back to its main greeting message.

How to Configure the Alternative Greeting Message

1. Navigate to the Prompt tab: Open your outbound assistant and go to the "Prompt" tab
2. Find "Alternative greeting (inbound)": Look for the field labelled Alternative greeting (inbound) in the greeting section
3. Enter your greeting: Type the message you want callers to hear when they call in, for example:

   Hello, you've reached [Company Name]. How can I help you today?

4. Save your changes: Click "Save" to apply the new greeting

Tips

• Keep the greeting short and welcoming — the greeting plays in full before the caller can speak, so brief messages work best.
• Leave the field empty to reuse your main greeting message for inbound calls as well.
• This setting only appears for outbound assistants.

Temporary (Test) Phone Numbers

The system can assign a temporary phone number to your assistant so you can test calls without needing a permanent number. Temporary numbers are automatically provided from a shared test number pool.

How Temporary Numbers Work

• Automatic assignment: When you start a campaign and your assistant has no phone number, the system can assign a temporary test number automatically.
• Visible in the configuration: Once a temporary number is assigned to your assistant, it appears in the phone number dropdown on the Configuration tab. You can see which number is currently assigned and confirm the setup.
• 7-day validity: Temporary numbers are valid for 7 days. After that, the number is automatically released back to the pool and removed from your assistant.
• Email notification: When a temporary number is released, you receive an email notification so you are aware that you need to assign a permanent number if required.

Temporary Number in the Phone Number Dropdown

If your assistant has been assigned a temporary number, you will see it in the phone number dropdown on the Configuration tab. This allows you to:

• Confirm which test number is currently active on your assistant
• View the number before starting a campaign
• Replace it with a permanent number when you are ready

Note: Temporary numbers are intended for testing only. For ongoing production use, please assign a permanent phone number to your assistant.

Changing or Swapping Phone Numbers Between Assistants

If you need to exchange a phone number between two assistants, please follow the steps below. It is important to understand how phone number assignment works in our system:

Phone Number Assignment Rules

• One assistant can have only one phone number
• Two assistants of the same type (e.g., two inbound assistants) cannot share the same number

This ensures correct routing and avoids misdirected calls.

Step-by-Step Instructions

Step 1 — Remove the number from the current assistant

Before assigning the number to another assistant, you must first remove it from the assistant where it is currently configured:

1. Navigate to the assistant that currently has the phone number
2. Go to the Configuration tab
3. Remove the phone number from the phone number field
4. Save the changes - the system will then mark the number as available

Step 2 — Assign the number to the new assistant

After removal, you can add the number to the other assistant:

1. Navigate to the assistant where you want to assign the phone number
2. Go to the Configuration tab
3. Add the phone number to the phone number field
4. Save the changes

Important: Always remember to save your changes after each step to ensure the phone number assignment is properly updated in the system.

Advanced Configuration Options

Formal Speech Mode

The Formal Speech toggle allows you to configure how your assistant communicates during calls. When this option is enabled, your assistant will use more formal language patterns and professional speech styles.

How to configure:

1. Navigate to your assistant's configuration tab
2. Find the "Enable formal speech" toggle
3. Switch it on to activate formal communication style
4. Save your changes

When to use formal speech:

• Business environments requiring professional communication
• Customer service scenarios
• Legal or medical consultations
• Corporate call handling

Default setting: Disabled (informal speech)

Knowledge Base Integration

The Enable knowledge base feature allows your assistant to connect to and utilize information from your organization's knowledge base during conversations.

How to configure:

1. Navigate to your assistant's configuration tab
2. Find the "Enable knowledge base" toggle
3. Switch it on to connect to your knowledge base
4. Save your changes

Benefits of knowledge base integration:

• More accurate and informed responses
• Access to company-specific information
• Consistent answers across all interactions
• Reduced need for call transfers

Default setting: Disabled

Note: Knowledge base integration requires that your organization has set up a knowledge base with relevant content.

Min. Call Duration for Evaluation

The Min. call duration for evaluation setting lets you control the minimum length a call must reach before the system evaluates and analyses it. Calls that end before this threshold are skipped during the analysis process.

How to configure:

1. Navigate to your assistant's configuration tab
2. Find the "Min. call duration for evaluation" slider
3. Drag the slider to the desired value (between 1 and 60 seconds)
4. Save your changes

Why this matters: Very short calls — such as accidental hang-ups or wrong numbers — usually don't contain useful information. By setting a minimum duration, you prevent these calls from being included in your analytics, keeping your data clean and relevant.

Default setting: 40 seconds

Tip: If you notice a high number of meaningless entries in your call analytics, try raising this threshold slightly to filter out very short calls.

Conversation Behavior Settings

Your assistant uses intelligent conversation timing and engagement features to ensure smooth and natural interactions with callers. These settings are automatically optimized to provide the best calling experience.

Idle Message System

When a caller is silent for a period of time during a conversation, your assistant will automatically prompt them to continue. This feature helps keep conversations flowing naturally and ensures callers don't feel abandoned.

How it works:

• After 6.5 seconds of silence, the assistant will automatically send a friendly prompt
• Messages are customized based on your assistant's language setting and assistant type
• The system cycles through different messages to keep interactions natural

Example idle messages for inbound assistants:

• English: "Hello, are you still there?" or "How can I help you further?"
• German: "Hallo, sind Sie noch hier?" or "Wie kann ich weiterhelfen?"
• Other languages: Messages are automatically customized based on your assistant's language setting

Example idle messages for outbound assistants:

• English: "Hello, are you still here?" or "I don't hear anything at the moment. Are you still here?"
• German: "Hallo, sind sie noch da?" or "Ich höre im Moment nichts. Sind Sie noch hier?"
• Other languages: Messages are automatically customized based on your assistant's language setting

This feature is automatically enabled for all assistants to ensure no caller is left waiting without feedback.

Silence Detection

Your assistant is configured to handle silence intelligently during calls:

Silence Timeout: If there's no response from the caller for 20 seconds, the assistant will take appropriate action based on the conversation context. This prevents calls from hanging indefinitely while being patient enough for callers who need time to think or gather information.

Background Noise Filtering: The system automatically filters out background noise to focus on the caller's voice, ensuring clear communication even in noisy environments.

Speaking Behavior

The assistant uses natural conversation timing to make interactions feel more human. These timings are automatically optimized:

Response Timing: The assistant waits a brief moment (0.2 seconds) before responding to ensure the caller has finished speaking. This prevents the assistant from interrupting mid-sentence.

Interruption Detection: The system can detect when a caller wants to interrupt, stopping after just 2 words with a brief pause (0.3 seconds) to give the caller a chance to speak.

These automatic timing settings create a more natural conversation flow, making the assistant feel responsive without being rushed or too slow.

Voicemail Detection

For outbound assistants making campaign calls, the system includes intelligent voicemail detection:

Automatic Detection: The assistant can identify when a call reaches voicemail instead of a person, allowing for appropriate handling of these situations.

Smart Retry Logic: If voicemail is detected, the system can automatically retry the call at better times:

• Up to 5 retry attempts
• First retry after 5 seconds
• Additional retries every 5 seconds
• Maximum 1 second wait to detect the voicemail beep

This ensures your campaigns reach real people while handling voicemail situations gracefully.

Assistant Type Behavior

Your assistant's behavior varies based on whether it's configured for inbound or outbound calls:

Inbound Assistants: Automatically greet callers immediately when they call, starting the conversation proactively.

Outbound Assistants: Wait for the called person to say "hello" or speak first before the assistant begins talking. This creates a more natural experience for people receiving calls from your campaigns.

This intelligent behavior adapts to each scenario, ensuring appropriate conversation initiation whether your assistant is calling out or receiving calls.

Automatic End Call Action

Your assistant is automatically equipped with an intelligent end call feature that helps manage conversations naturally and professionally.

How It Works

When a caller indicates they want to end the conversation (for example, by saying "goodbye," "thank you, bye," or similar phrases), your assistant will:

• Detect the caller's intention to end the call
• Respond politely before ending the conversation
• Automatically terminate the call gracefully

Key Features

Automatic Setup: Every assistant is automatically configured with the end call action when created or updated. No manual setup is required.

Natural Detection: The system listens for common farewell phrases and conversation-ending signals in natural language.

Polite Closure: Your assistant will respond appropriately before ending the call, ensuring a professional conclusion to every conversation.

Benefits

• Better User Experience: Callers don't need to hang up abruptly or wait for a timeout
• Natural Conversations: Calls end naturally, just like conversations between people
• Professional Image: Every call concludes with proper etiquette
• No Configuration Needed: The feature is automatically enabled for all assistants

This feature ensures that all calls with your assistant end smoothly and professionally, without requiring any setup or management on your part.

File Upload During Calls

Your assistant can request documents from callers and send them a secure upload link via SMS during phone conversations. This feature makes it easy to collect files without interrupting the conversation flow.

What is File Upload?

The file upload feature allows your assistant to:

• Detect when a caller needs to send documents
• Generate a secure, temporary upload link
• Send the link to the caller's phone via SMS
• Collect uploaded files and link them to the call record

Requirements

To use file upload, you need:

• SMS Feature Enabled: Your account must support SMS sending
• Configuration: Enable the feature in your assistant's Prompt tab

If your plan doesn't include SMS capability, the file upload toggle will be disabled. Contact your account administrator to upgrade your plan.

Quick Setup

1. Go to your assistant's Prompt tab
2. Find the "Allow Uploading files" section
3. Toggle the switch to enable the feature
4. Define when to trigger the upload (e.g., "when caller mentions sending a sick leave")
5. Write a short message to send with the link (e.g., "Please send your sick leave certificate")
6. Click Save

During a Call

When configured, your assistant will:

1. Recognize when a caller needs to upload documents (based on your trigger)
2. Generate a secure upload link for this specific call
3. Send an SMS to the caller with your custom message and the link
4. Store uploaded files securely and link them to the call record

Common Use Cases

• Medical Documents: Request sick leave certificates or medical records
• Proof Documents: Collect identification, address verification, or contracts
• Visual Evidence: Receive photos of damaged products or accident scenes
• Signed Forms: Gather completed contracts or authorization forms

Best Practices

• Be Specific: Write clear trigger conditions that match how callers actually speak
• Keep Messages Short: SMS messages should be brief and direct
• Test Thoroughly: Make test calls to ensure triggers work as expected
• Monitor Usage: Check uploaded files regularly in call records

For detailed information about configuring and using the file upload feature, see the File Upload documentation.