AloAi Agents are AI-driven virtual assistants designed to handle customer interactions over voice calls and text messaging. They help automate common workflows such as answering frequently asked questions (FAQs), sending follow-ups, and escalating complex issues to live agents when needed.
By managing repetitive tasks, AloAi Agents allow businesses to maintain consistent communication while reducing manual effort.
AloAi agent types: Voice and text
There are two types of AloAi Agents, each built for different interaction channels:
Voice Agents take care of phone-based workflows. These agents can make outbound calls, answer inbound calls, route them as needed, and perform follow-ups.
Text Agents focus on SMS communication. They automate tasks such as sending messages, handling incoming text replies, delivering reminders, and updating customers through SMS.
Together, these agents support end-to-end automation for both real-time and asynchronous conversations.
To see how AloAi Agents can enhance your business operations, check out this blog.
Getting started with AloAi Agents
Admins can create and configure AloAi Agents directly from their Aloware admin accounts. The setup process includes selecting the agent type, defining its behavior, assigning communication lines, and applying relevant automation settings.
To begin:
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 to start configuring a new bot.
Choose whether to create a Voice agent or a Text agent, depending on the communication workflow you want to automate.
Configuring your AloAi agent
Naming and purpose
Start by naming the agent clearly and setting its purpose. A good name and description help distinguish agents when managing multiple bots. For example, you might name one "Support Bot" and define its role as “Handles product-related inquiries and escalates technical issues.”
You'll also specify whether this agent should handle:
Inbound tasks, like answering incoming calls or texts.
Outbound tasks, such as sending follow-up messages.
Setting up lines for outbound and inbound tasks
Configuring phone lines for inbound and outbound tasks requires different steps to ensure smooth operation:
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.
Assigning a line for incoming calls
Assigning a line for incoming text messages
Selecting the Ai model
Select the appropriate AI model based on the complexity and requirements of your use case.
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.
Personalizing agent interactions
AloAi Agents offer a range of customization options to ensure their communication style aligns with your brand and operational needs.
Language and voice settings
Language support enable your agent to effectively interact with a global audience.
Supported languages include:
English (US/UK)
Spanish (LATAM/ES)
English (US and UK)
Multilingual (English and Spanish)
Spanish (LATAM and ES)
French
Chinese
German
Japanese
Portuguese (Portugal and Brazil)
Russian
Italian
Korean
Dutch
Polish
Turkish
Vietnamese
Romanian
Voice profiles allow you to select tones like professional, casual, or neutral, which shape how the bot sounds on calls.
You can also define an engagement expiration window, which determines how long an agent stays assigned to a contact (e.g., 7 days), helping manage timing for follow-ups and prevent lingering assignments.
For example, set it to 7 days to ensure timely interactions and avoid unresolved conversations.
Defining prompts and behavior templates
This setting shapes how your AloAi Agent engages with contacts, starting from the initial greeting to how it responds, automates actions, and follows your business logic. A well-configured prompt setup ensures that the agent can carry out conversations accurately and act on tasks efficiently, while maintaining alignment with your brand and goals.
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.
Example: "Hi [First Name], how can I assist you today?"
Instructions
Next, define how the agent should behave during conversations. These instructions guide the agent’s tone, what to listen for, and how to respond to different inputs. Think of this as the agent’s playbook for managing common and complex situations.
If you're writing custom instructions, consider including:
The desired tone (e.g., polite, formal, casual)
Keywords or phrases to prioritize or avoid
Logic for routing or escalating specific issues
Handling guidance for unknown or unsupported questions
These parameters help the agent stay consistent in its behavior across all customer interactions.
Behavior templates
If you’d rather not start from scratch, Aloware provides ready-made templates that apply predefined behavior settings based on common use cases. Each template includes tailored instructions to fit a specific role:
Custom template - create a fully personalized set of instructions for unique workflows or business use cases.
Customer support agent - responds to inquiries, provides troubleshooting guidance, and routes technical issues when needed.
Sales representative - handles product-related questions, shares pricing or features, and assists with conversion-focused conversations.
Appointment scheduler - manages bookings, reschedules appointments, and sends confirmations or cancellations as needed.
Lead qualification agent - engages with leads and uses predefined criteria to determine sales-readiness or route the lead accordingly.
Information gathering agent - collects structured input from users, such as names, preferences, or required documents for onboarding or verification.
All templates can be edited to better reflect your specific language, tone, and process requirements. Whether you're using a prebuilt template or crafting a custom one, well-defined instructions are key to consistent, goal-aligned agent behavior.
Assigning tools to your agent
Once the behavior is set, you can attach automation tools that allow the agent to take real actions during a conversation. These tools are triggered based on customer replies or detected intents, helping streamline manual tasks without needing human intervention.
Examples of built-in actions you can assign:
Update contact property - automatically modify customer details in the CRM.
Transfer call - (for voice agents) redirect calls to a live agent or another department.
Send SMS - (for voice agents) send follow-up or confirmation messages directly to the customer.
Create appointment - schedule appointments with predefined information.
Add contact disposition - categorize contacts based on interaction outcomes.
Add contact to a list - organize contacts into specific lists for targeted campaigns.
Add contact tags - assign tags to contacts for segmentation and tracking purposes.
Disengage contact - end the interaction with a customer automatically when required.
Set contact as DNC (Do Not Contact) - (for voice agents) mark contacts who request no further communication.
Custom functions - trigger API-based actions tailored specifically to your business needs.
Together, these settings allow your AloAi Agent to respond intelligently and act on what it learns, without needing to hand off routine tasks to your team.
Uploading knowledge base files
To improve answer accuracy, you can upload relevant documents the agent can reference. These files may include FAQs, manuals, and troubleshooting steps.
Supported formats:
docx,json,md,pdf,pptx,txtMaximum: 10,000 files, up to 50MB each
Once uploaded, the agent can use the content in these files to respond to customer questions more precisely.
Understanding context across conversations
AloAi Agents use shared contact context to maintain continuity across interactions, even when conversations happen on different channels or with different agents. This means each interaction is tied to the contact, not to a specific session or bot.
With this setup, agents can access:
Basic contact information (e.g., name, email, phone)
Communication history (calls, texts, past interactions)
Appointment records (upcoming and previous)
This context is persistent across both voice and text agents, ensuring the customer doesn’t have to repeat themselves and allowing your team to respond with full background.
What this means for admins
Admins have control over how this context is shared and displayed within Aloware. Specifically, you can:
View and manage unified contact context – access a complete view of each contact, including their messages, call logs, and appointment details.
Reassign AloAi Agents without losing data – switch bots or update workflows without resetting contact history.
Configure data retrieval – decide if historical context (such as past appointments or messages) should be made available, depending on compliance or operational needs.
Enable or disable context sharing – apply settings by channel (voice or text) or per agent, giving you control over where and how contact context is used.
These controls ensure data visibility is aligned with your business rules and privacy requirements.
What this means for users or agents
From the agent's side, shared context allows for smoother, more informed conversations:
They can ask for account details, appointments, or summaries of past conversations, and the agent will respond with accurate, up-to-date information.
They can switch between voice and text bots (or between different agents) without needing to restate who they are or what was discussed previously.
This results in a more seamless experience, where interactions feel consistent—even if multiple agents or channels are involved.
Post-call actions: email notifications
After each call, Aloware can automatically send a summary email with details from the conversation. This helps teams stay aligned without needing to manually review each interaction.
For more information, check the post-call actions setup guide.
Schedule by AloAi agent's availability
You can control when your AloAi Agent is active by setting its working hours and availability during holidays.
Working hours
By default, the agent runs 24/7. To limit availability, set custom working hours based on your company’s time zone (e.g., America/Los Angeles). This helps align the agent's activity with your team’s operating hours and ensures responses are only sent when support is available.
US national holidays
You can choose whether the agent is active during U.S. national holidays. Disabling availability during these dates helps avoid missed escalations or confusion when your team is offline.
Advanced settings
Advanced settings let you fine-tune how your AloAi Agent speaks and behaves during live interactions. These options help you create more natural and consistent conversations.
Speech settings
Responsiveness - controls response timing during conversations. Set to 1 second for dynamic interactions to maintain natural flow, or increase for more deliberate pacing.
Interruption sensitivity - controls how the agent reacts when interrupted.
Set high sensitivity if the agent should pause when interrupted by the user. This is particularly useful for live interactions where customers may cut in mid-response.
Use low sensitivity for cases where the agent needs to complete its full response, such as delivering detailed instructions.
Voice speed parameters
Speed - adjusts speech rate (default: 1.0)—increase for faster delivery or decrease for clearer articulation.
Temperature - controls speech variation (default: 1.0)—lower values produce more consistent tone, higher values create more expressive, varied speech.
Volume - sets audio output level (default: 1.0).
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.
Call settings
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.
Actions (for AloAi text agents)
For outbound campaigns, follow-up messages help increase engagement and response rates. You can control how often the agent follows up and the timing between each attempt.
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.
Custom functions
Enable AloAi Agents to execute tasks via API integrations, allowing dynamic data processing and personalized interactions. Admins can configure API calls, variables, and responses to streamline automation. Read this guide to learn more about custom functions.
Testing and optimizing your AloAi voice agents
Before deploying your AloAi Voice Agent, it is important to test and optimize its functionality to ensure it meets your business needs.
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.