Agent Configuration

Every voice agent is configured through a four-tab dialog: Basic Info, Knowledge Base, Scheduling, and Advanced Settings. Some fields are shared across all agent types; others are exclusive to a specific type.

The Three Agent Types

Tab 1 — Basic Info

Fields for All Agent Types

Display Name Internal label shown in your dashboard (e.g., “Main Answering Agent”).

Agent Type Select one of the three types. This cannot be changed after the agent is created.

Business Connect the agent to one of your businesses. The AI uses this to associate calls and bookings with the right account.

Phone Number The phone number the agent operates on. You can buy a new number or use an existing one with call forwarding.

Company Name The business name the AI will say aloud on calls (e.g., “ABC Plumbing”).

Agent Name What the AI introduces itself as to customers (e.g., “Sarah” or “your scheduling assistant”).

Voice Choose from 50+ realistic AI voices — male/female, various accents and tones. Preview before selecting.

Custom Greeting The first words the AI says when a call connects.

• Answering Agent default: Hi, this is {{agent_name}} from {{company_name}}.
• Calling & Batch Agent default: Hi, this is {{agent_name}} from {{company_name}}. Who am I speaking with?

Available placeholders: {{agent_name}}, {{company_name}}

Connected Sources (Lead Calling Agent only)

Link one or more lead sources (Yelp, Thumbtack, website forms, etc.) to this agent. When a new lead arrives from any connected source, the AI calls them automatically — within 5 seconds.

Learn more about outbound calling →

Tab 2 — Knowledge Base

Applies to all agent types. Upload documents that the AI will use to answer customer questions during calls.

Supported file types: PDF, TXT, DOCX Maximum file size: 10MB per file

The AI will only answer using your knowledge base — it never makes up prices or services. Include:

• Service descriptions and pricing
• Service area information
• FAQs and company policies

Full Knowledge Base guide →

Tab 3 — Scheduling

Applies to all agent types. Configure appointment booking behavior.

Enable Appointment Scheduling

Toggle this on to allow the AI to check your calendar and book appointments during calls. When off, the AI takes a message with the customer’s contact details instead.

Scheduling Service

Choose your calendar system:

Collection Fields

Choose what information the AI collects before booking. Default fields:

• ✅ Customer Name
• ✅ Service Address
• ✅ Phone Number

Optional additions: Email, Zip Code, Preferred Date/Time.

The AI collects these one at a time and never re-asks for information already provided in the call.

Appointment Summary

When enabled, the AI reads back the appointment details after booking:

“You’re all set for Monday, March 15th from 9 to 11 AM for garage door spring replacement. You’ll receive a confirmation text shortly.”

Customize the exact template using placeholders: {{day}}, {{time}}, {{service}}.

Tab 4 — Advanced Settings

Main Goal (Answering Agent only)

Describes the primary objective the AI should work toward during inbound calls. This is a required field.

Default:

You answer incoming calls at the office. Help customers with questions about the business within your knowledge and guide the conversation to SCHEDULE AN APPOINTMENT while understanding what service they need.

Customize this to match your specific business context — for example, adding instructions about emergency prioritization, specific services to focus on, or anything the AI should know about your call flow.

Voicemail Message (Calling & Batch Calling only)

The message the AI leaves when a call goes to voicemail.

Default:

Hey {{lead_name}}, sorry we could not reach you directly. Please give us a callback if you can.

Available placeholders: {{lead_name}}, {{agent_name}}, {{company_name}}

Keep voicemails under 15 seconds. Mention a clear callback number for best results.

Example Call Script (Batch Calling Agent only)

An optional sample conversation that shows the AI how the call should flow. Use this to guide tone, phrasing, and structure for your specific campaign.

Example:

AI: Hi John, this is Sarah from ABC HVAC calling about your annual AC tune-up.
Customer: Oh yeah, I've been meaning to schedule that.
AI: Great! We have availability this week. Would Tuesday or Thursday work for you?
Customer: Thursday works.
AI: Perfect — I'll put you down for Thursday morning between 9 and 11 AM.

Example Good Conversation (All types)

Toggle on to provide a full example transcript of an ideal call. The AI uses this as a reference for tone, pacing, and handling specific scenarios.

Post-Call Data Extraction

A required prompt that tells the AI what summary information to extract after each call. This data appears in your call logs.

Default:

Summarize the call: customer name, service requested, outcome, and any notes for the technician.

Email Notification

When enabled, you receive an email after each call is analyzed (approximately 2–3 minutes after the call ends). The email includes a transcript summary, appointment details, and a link to the full call log.

Enter the notification email address in the field that appears when this is toggled on.

Messaging Trigger

When enabled, NZ Leads’s text-based messaging system is triggered after the call finishes — for example, to send a follow-up text or continue the conversation via SMS.

Ask Anything Else Before Closing

When enabled, the AI asks “Anything else I can help with?” before ending the call. Recommended for all agent types.

Call Transfer

Enable this to allow the AI to transfer calls to a human when needed.

Transfer Phone Number The number the AI will call or transfer to.

Transfer Type:

• Warm Transfer — AI calls you first, explains the situation, then connects the customer. Recommended.
• Cold Transfer — AI connects the customer directly without explanation.

Private Handoff Prompt What the AI says to you (not the customer) during a warm transfer.

Default:

Greet the agent, then summarize: what customer needed, what you offered, why transferring. Keep it brief.

Transfer criteria: The AI only transfers when the customer explicitly requests a human, when booking fails after multiple attempts, or when the request is outside its capabilities.

Custom Rules

Add conditional logic for edge cases the AI should handle in a specific way.

Examples:

• If customer mentions "emergency", mark the appointment as URGENT
• For spring replacements, ask if it's a single or double door before quoting
• If customer asks about brand X, say we don't service that brand
• If the customer has the part already, quote labor-only pricing

Add as many rules as needed. Keep each rule short and specific.

Type-Specific Configuration Summary

Deep Dives by Agent Type

Questions? Contact support at support@nzleads.com or use the in-app chat.