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.

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

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

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

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.

Assistant Pairing

Assistant pairing allows you to connect two assistants together to enable seamless campaign management and call handoff between inbound and outbound assistants.

What is Assistant Pairing?

Assistant pairing creates a connection between an outbound assistant (used for making campaigns calls) and an inbound assistant (used for receiving calls). When someone calls back on the same phone number after receiving an outbound campaign call, the system automatically links the inbound call to the original campaign.

How to Configure Assistant Pairing

To set up assistant pairing:

1. Navigate to Configuration: Go to your outbound assistant's configuration tab
2. Find Pair Assistant: Look for the "Pair assistant" dropdown in the configuration section
3. Select Inbound Assistant: Choose an inbound assistant that uses the same phone number
4. Save Changes: Click "Save" to apply the pairing configuration

Important Requirements:

• Only outbound assistants can be paired with inbound assistants
• Both assistants must use the same phone number
• The paired assistant must be of type "inbound"
• When selecting a phone number for your assistant, only numbers not already used by assistants of the same type are shown (allowing inbound and outbound assistants to share the same number when paired)

Use Cases for Assistant Pairing

Campaign Follow-ups: When you run an outbound campaign and someone calls back, the inbound assistant can access the campaign context and continue the conversation appropriately.

Call Status Tracking: The system automatically updates campaign call status when paired assistants handle related calls, providing better analytics and follow-up tracking. The system accurately distinguishes between successful call completions and failed attempts, ensuring your campaign analytics reflect the true outcome of each interaction.

Seamless Customer Experience: Customers receive consistent service whether they're called by your outbound assistant or they call back to your inbound assistant.

How It Works

1. Your outbound assistant makes campaign calls to contacts
2. If a contact calls back on the same phone number, the inbound assistant receives the call
3. The system automatically detects the pairing and links the inbound call to the original campaign
4. Campaign call status is updated to reflect the customer's engagement
5. Your team gets comprehensive tracking of the entire customer interaction journey

This feature helps create a more connected and efficient communication workflow for your business.

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
• A single phone number can only be shared between a paired inbound + outbound assistant (most commonly used in campaign setups, see Assistant Pairing for more information)

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. If the assistant is part of a paired inbound–outbound setup, make sure both assistants are using the same number (see Assistant Pairing)
5. 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.

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
• The system cycles through different messages to keep interactions natural

Example idle messages:

• English: "Hello, are you here?" or "How can I assist you further?"
• German: "Hallo, sind Sie noch hier?" or "Wie kann ich weiterhelfen?"

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.