Comprehensive guide to AloAi Agents

Voice agents - handle phone-based tasks, including inbound and outbound calls, routing, and follow-ups.

Text agents - manage SMS communication by automating customer interaction, sending bulk messages, follow-ups, reminders, or updates.

Log in to your Aloware admin account.

Navigate to the AloAI Agents menu, where you’ll manage existing agents or create new ones.

Click the +New Agent button.

Select the type of agent you need: Voice Agent for phone-based workflows. Text Agent for SMS-based tasks.

Naming and purpose

Start by giving your agent a descriptive name and defining its specific role. For example, you could name a bot “Support Bot” and assign the purpose “Handles product-related inquiries and escalates technical issues”. This provides clarity when managing multiple agents in your dashboard.

Decide whether your agent will handle inbound tasks, outbound processes, or both. For instance, an inbound Voice Agent can answer customer calls and route them, while an outbound Text Agent automates reminders or promotional messages.

Default outbound line - Select a phone line that the bot will use for making outbound calls or sending SMS. This ensures the customer sees a consistent and professional caller ID.

Navigate to the agent's settings and choose the line under the Default Outbound Line field.

Inbound calls and texts - assign the phone line to handle incoming calls or texts under Lines > Routing and IVR settings. Routing configuration ensures that inbound customer messages or calls are directed to the appropriate AloAi Agent.

Assign the line to your agent and define routing rules for incoming calls or messages. This step ensures all inbound communication is properly directed to the correct AloAI Agent.

Claude AI is better suited for scenarios requiring detailed contextual understanding, such as in legal, healthcare, or other sensitive industries.

OpenAI, on the other hand, excels at handling conversational workflows requiring advanced natural language processing and more interactive exchanges.

Language support - choose the appropriate language to enable your agent to effectively interact with a global audience.

Supported languages include:

Voice profile - pick from pre-configured voice profiles that reflect your brand's desired tone, such as professional, friendly, or conventional. These settings play a crucial role in shaping the agent's personality during interactions.

Engagement expiration - define the duration (in days) before the agent's engagement with a contact expires.

For example, set it to 7 days to ensure timely interactions and avoid unresolved conversations.

Responsiveness - adjust how quickly the agent responds to user input. For dynamic, fast-paced interactions, set response time to one second to maintain conversational flow.

Back-channeling - Enable verbal cues like "uh-huh" or "I see" to make conversations feel more interactive and human-like.

Fallback voice - assign a backup voice to ensure call continuity in case the primary voice provider fails.

End call on silence - set the agent to detect and disconnect silent or idle calls after a specific duration (e.g., 30 seconds) to maintain efficiency.

Max call duration - define a maximum time limit for calls to avoid prolonged or non-actionable interactions.

Pause before speaking - add a brief delay (e.g., 1–2 seconds) before the agent responds, allowing customers time to prepare for the interaction.

Reminder message frequency - set how often the agent will send reminders during a call.

Greeting message - create a personalized opening message to greet and engage customers. You can use variables such as the customer’s name for a more personal touch.

For example: "Hi [First Name], how can I assist you today?"

Instructions - provide specific instructions to guide the bot’s behavior. Define the tone, prioritize handling certain keywords, and outline logic for resolving or escalating issues.

For instance: "Answer inquiries about pricing and escalate delivery-related questions to the support team."

Assign tools - you can attach a variety of automated actions to the bot, allowing it to perform tasks dynamically based on user interactions. These actions streamline processes and improve the efficiency of customer interactions. When triggered, the bot can execute the following:

Knowledge base files - upload files such as FAQ documents, manuals, or troubleshooting guides in supported formats like PDF or DOCX. The bot uses this information for context when answering questions, ensuring accurate and detailed responses when customers ask about product details or common issues.

Set follow-up frequency - determine how many follow-up messages the bot will send if it gets no response (e.g., 3 follow-ups).

Define delays between follow-ups - choose specific intervals (e.g., 24 or 48 hours) between messages to maintain a professional cadence.

Working hours - set the specific hours when the bot is active and allowed to communicate with customers. By default, the bot operates 24/7 unless you configure custom working hours. The schedule follows your company’s configured local timezone (e.g., America/Los Angeles).

Restricting the bot’s availability ensures it does not respond outside of business hours, preventing unresolved conversations when your team is unavailable for escalations.

US national holidays - enable or disable the bot's availability during national holidays. Turning this off ensures the bot matches your holiday schedules, reducing the chances of user frustration during closed periods.

Simulate conversations - enroll a test contact to simulate real user scenarios, such as greeting customers, handling FAQs, or providing follow-ups. Read this guide to learn how to enroll a contact to AloAi Agent.

Validate bot responses - ensure the bot's tone aligns with your brand's communication style and the responses are accurate and context-appropriate. For example, confirm that it follows escalation or sticks to the defined scope of questions like pricing inquiries.

Automated notifications - check that email notifications configured through the post-call actions are received by the correct recipients. Verify the email content includes all necessary call details.

Troubleshooting - address common issues by checking settings for opener messages, routing, and line integration.