This page is the reference for configuring an agent: the settings that control who it is, how it talks, which channels it uses, how it qualifies leads, and how it works toward your goal. You reach it from the agent’s configuration screen, where each section below appears as its own block. Set the Goal first, then work through the rest to match it.
Goal
The Goal setting defines what you want the agent to achieve in every conversation. It is the single most important choice on this page: it shapes how the agent talks to leads, what it asks for, and the point at which a lead counts as converted.
Select a goal from the dropdown. For example, choosing Book a meeting directs the agent to qualify the lead and drive the conversation toward scheduling a meeting, marking the lead as converted once a meeting is booked.
| Field | Description |
|---|
| Goal | The outcome the agent works toward in each conversation. Determines when a lead is considered converted. |
The rest of this page — pipeline, meeting, and qualification settings — exists to support the goal you pick here. Set the goal first, then configure the other sections to match it.
Your agent
The Your agent section defines your agent’s identity: the name it uses, who it represents, and how it sounds. These settings shape the agent’s tone and how it introduces itself to every lead.
| Field | What it sets |
|---|
| Name | The agent’s display name, used when it introduces itself (e.g. Jarvis). |
| Role / Title | The agent’s job title (e.g. Sales Advisor). |
| Company | The business the agent represents (e.g. Stark Industries). |
| Language | The language the agent speaks, including regional variant (e.g. Spanish (Chile)). |
| Time zone | The agent’s time zone (e.g. America/Santiago (UTC-3/-4)), used for scheduling meetings and respecting contact hours. |
| Voice | The voice used on voice channels and calls. Use the play button to preview it before saving. |
Set the Name, Role, and Company to match how you want leads to perceive your business. The agent uses all three when it introduces itself at the start of a conversation.
Business rules
The Business rules section is your agent’s prompt: it describes how your business operates and what the agent should do in each scenario. This is where you teach the agent to qualify leads, handle pushback, and decide when to book a meeting or hand off to a human.
The prompt is split into 7 sections you switch between from a dropdown. Edit one at a time:
| Section | What it covers |
|---|
| Business context | What your business does, the ideal lead profile, and when to book a meeting |
| Agent limits | What the agent must never do or say |
| Objection handling | How to respond to common pushback and doubts |
| Escalation | When and how to hand off to a human |
| Example conversations | Sample dialogues that model the right tone and flow |
| Additional rules | Any extra instructions that don’t fit the other sections |
| Discard rules | Conditions that disqualify a lead |
Don’t try to fill every section perfectly on the first pass. Start with Business context, train, and test in the playground, then refine the other sections based on how the agent actually responds.
Channels
The Channels section defines how your agent reaches and replies to leads. Each channel shows a connection status of Active or Connect.
The First-contact channel dropdown sets which channel your agent uses for the first outbound message (for example, WhatsApp).
| Channel | Notes |
|---|
| WhatsApp | Sends and receives messages from your connected number. See Connecting WhatsApp. |
| Instagram | One account per agent, inbound messages only. Connect through Meta. |
| Email | Replies from your sender address (for example, sales@starkindustries.com). |
| Phone | A phone number used for voice. |
| SMS | A number used for text messages. |
| Web Chat | A widget embedded on your website. |
Set the First-contact channel to the channel your leads are most likely to respond on. WhatsApp is the most common choice.
Contact hours only limit when the agent initiates contact. If a lead replies, the agent answers immediately, at any hour, regardless of these settings.
| Field | Description |
|---|
| Days | When the agent can initiate contact: Mon-Fri, Every day, or Custom to pick specific days. |
| Start time | The earliest the agent will reach out (e.g. 8:00 AM). |
| End time | The latest the agent will reach out (e.g. 7:30 PM). |
Need finer control, such as different hours per day or timezone handling? Open the Advanced area below the time ranges.
Re-engagement attempts
The Re-engagement attempts section controls how persistently your agent follows up with a lead who stops replying, until they convert (e.g. book a meeting).
| Setting | Example | Meaning |
|---|
| Total attempts | 5 | Maximum number of times the agent re-contacts a lead before giving up. |
| First wait | 3h | Hours to wait after the lead goes quiet before the first re-contact. |
| Between attempts | 24h | Minimum hours between each subsequent re-contact. |
Fine-grained timing and message controls live in the Advanced area of this section.
Variables
The Variables section defines the fields your agent collects from each lead during the conversation. As the agent talks, it extracts these values from what the lead says and stores them on the lead record.
Each variable has three properties:
| Property | Description |
|---|
| Name | What you are capturing, for example “Main pain point”. |
| Type | Text for free-form values, Number for numeric values. |
| Required | Whether the agent must capture the value. Optional variables are filled only when the lead provides them. |
| Variable | Type |
|---|
| Main pain point | Text |
| Number of users | Number |
| Property type | Text |
| Next committed contact | Text |
| Work zone | Text |
| Interest level | Text |
| Objections raised | Text |
| Current platform | Text |
| Region | Text |
| Time in industry | Text |
Use + Add to create your own variables. Mark a variable as required when a downstream stage depends on it, and use Number for values you want to filter or sort on later.
Pipeline
The pipeline defines the stages each lead moves through, from first contact to a closed outcome. As your agent talks to a lead, it moves them between stages based on the transition instructions you set.
Default stages
| Stage | Type | Meaning |
|---|
| New | Initial | Lead just entered the pipeline. |
| Contacted | First contact | First message sent, awaiting a reply. |
| Replied | First reply | Lead responded. |
| Qualified | Qualification | Lead meets your criteria and shows interest. |
| Meeting booked | Meeting booked | Meeting confirmed. |
| Waiting for human reply | Paused | Lead is paused while a human takes over. |
Terminal stages
Terminal stages mark the end of the pipeline:
| Stage | Type | Meaning |
|---|
| Converted | Won | Goal achieved (e.g. meeting booked). |
| Lost | Lost | Lead declined or went unresponsive. |
Configuring a stage
Each stage has its own settings. Select a stage to edit the following:
Label
The stage name shown across the agent and pipeline views.
Color
A color used to identify the stage at a glance.
Description
A short explanation of what the stage represents.
Type
How the stage behaves. Set this to Automatic to let the agent move leads in and out based on its instructions.
Transition instructions
Plain-language rules describing when a lead should move into this stage. Reference collected variables with @, for example @budget or @company_size.
Auto-move after no response
Optionally move a lead onward when they go quiet. Set a wait time in hours, then choose the stage the lead moves to once that time passes.
Require variables before entering this stage
A strict gate that blocks a lead from entering the stage until the required variables are filled. Use this to make sure key information is captured before a lead advances.
Use transition instructions and required variables together: the instructions tell the agent when to advance a lead, while required variables guarantee the data behind that decision is complete.
Meeting booking
The Meeting booking section controls how the agent books meetings once a lead is qualified, what the calendar event looks like, and who attends.
Event details
Set the title and length of the event the agent creates when it books a meeting.
| Field | Description |
|---|
| Event title | The calendar event name, e.g. Meet Stark Industries. Supports variables (see below). |
| Duration | Length of the meeting in minutes, e.g. 30. |
| Variable | Resolves to |
|---|
{{leadName}} | The lead’s name |
{{hostName}} | The assigned team member |
{{clientName}} | Your company name |
{{meetingType}} | The type of meeting being booked |
Booking rules
Allow overbooking lets multiple meetings land in the same time slot. Leave it off to limit each slot to a single booking.
Team member assignment
Choose how the agent picks who hosts each meeting.
- Selection criteria — a free-text rule for round-robin assignment. Describe how meetings should be distributed, for example: distribute meetings evenly across the team, assign to whoever currently has the fewest, or always respect each member’s availability.
- Team members — the list of people who attend meetings, each with their own availability. The agent only assigns slots that fall within a member’s availability.
- Use your own assignment tool — bypass the built-in logic and let an external tool decide who is assigned.
Always invite
Add people who should be invited to every meeting, regardless of who is assigned as host. Useful for managers or note-takers who join every call.
Confirmation email
Toggle on booking confirmation email to automatically send the lead a confirmation after a meeting is scheduled.
Reminders & alerts
Configure the messages your agent sends around each meeting, and the automatic actions it takes when meeting events occur.
Reminders
Reminders are scheduled messages sent before or after a meeting. Add as many as you need, each with its own timing, channel, and template.
| Field | Description |
|---|
| Timing | When the reminder is sent relative to the meeting, for example 5 min before, 1 hour before, or immediately. |
| Channel | How the reminder is delivered: WhatsApp or Voice call. |
| Template | The approved message template to use, for example utility_recordatorio_reunion_v1. |
Add multiple reminders to build a sequence, such as one an hour before and another five minutes before the meeting.
Alerts & automatic follow-ups
Alerts and follow-ups are triggered by meeting events. Enable each one independently.
| Event | Action |
|---|
| New meeting | Notifies the host that a meeting has been booked. |
| Cancellation (host alert) | Notifies the host by email when a meeting is cancelled. |
| No-show | Automatically re-engages leads who did not attend their meeting. |
| Cancellation (lead re-engagement) | Automatically re-engages leads who cancelled their meeting. |
Reminders use approved message templates. Make sure the template you select is approved on the channel before relying on it.
Knowledge base
The knowledge base is everything your agent can draw on to answer questions during a conversation. Connect the sources that describe your business, products, and policies so the agent responds with accurate, up-to-date information.
| Source | What it is |
|---|
| Files | Documents you upload (PDFs, spreadsheets, and other files) for the agent to reference. |
| Websites | Pages from a website. Use a single page or crawl all pages of a site, such as starkindustries.com. |
| Catalogs | Structured product or property catalogs the agent can pull listings and details from. |
The agent only uses the sources you enable. Anything you leave disabled is ignored, even if it is still listed here.
Advanced
The Advanced area holds optional settings most agents do not need on day one: dashboard grouping and the tools the AI can call mid-conversation.
Roll up reporting under
Use Roll up reporting under to group this agent’s numbers with other agents on the dashboard. Pick a group (the master agent), and this agent’s metrics are reported together with the rest of that group instead of standing alone.
Group several agents under one master agent when you want a single combined view, for example one figure per team or per region rather than per individual agent.
| Setting | What it does |
|---|
| Pre-agent hooks | Tools that run the moment a lead enters the agent, before any message is sent. Use them to prepare or enrich the conversation up front. |
| Per-stage tool restriction | Limit a tool to specific stages. Select the stages where the tool is allowed; with no stage selected, the tool is available in all stages. |
Per-stage restriction applies to the tool you are configuring. Leaving the stage selection empty keeps the tool available everywhere.
