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Click New agent in the left menu. The builder walks you through four steps — a progress bar at the top shows where you are, and nothing is saved until the last step.
Only the agent name is compulsory. Everything else can be left blank now and filled in later, so do not worry about getting it perfect on the first try.

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Step 1 — Identity

Who the bot is and why it is on the phone.
Call Type matters a lot. An inbound bot waits with a reception-style greeting and asks the caller’s name. An outbound bot speaks first, says why it is calling, and never asks “How can I help you?” — because it made the call.

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Step 2 — Voice & tone

  • Voice Model Persona — pick how the bot sounds. Each option shows whether it is a male or female voice and what it suits.
  • Spoken Language — grouped into Indian languages and accents, and international languages. See Voices and languages.
  • Tone Profile — the mood of the conversation, e.g. warm, professional, energetic.

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Step 3 — Behaviour and script

This is where the bot learns your business.
The exact first line, spoken word for word: “Hello, thank you for calling Acme Clinic, this is Sara. How can I help you today?”
How the conversation should flow — what to ask, in what order, what to do with the answers. Write it as if briefing a new receptionist.
Facts the bot may need: opening hours, prices, addresses, deadlines, product list.
Things it must always or never do: “Always confirm the caller’s email before booking”, “Never interrupt the caller”.
Question-and-answer pairs, one per line pair:
When to hand over to a human: “Transfer to the manager if the caller asks for one”.
Subjects the bot must refuse: “Do not discuss competitor pricing”.

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Step 4 — Closing and actions

  • Closing Message — the last thing the bot says, e.g. “Thank you for your time, have a great day!”
  • Custom Hangup Logic and Hangup Condition — turn this on to let the bot end the call itself, and describe when: “End the call once the visit is booked”.
  • Success Criteria — what counts as a good call, used in the call summaries.
  • Post Call Action — what should happen afterwards, e.g. “Mark the lead as interested”.
Click Generate & Build AI Agent. Your bot appears under Your Custom Agents in the left menu.

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Personalise with the caller’s name

Anywhere in your script you can write {{customer_name}} and the bot will say the person’s actual name instead. If you upload extra columns with your contacts — say company or amount_due — you can use {{company}} and {{amount_due}} the same way. See Campaigns.

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What’s next

Test your bot

Have a conversation with it in your browser before any customer does.