Goal
The Goal setting defines the result the agent pursues in each conversation. It is more than a label: it changes the built-in tools, suggested stages, primary metric, and configuration sections that are available. The picker offers these goals:Custom goal
Selecting Custom reveals What should this agent achieve? Describe an observable outcome, not a sequence of instructions. For example:Recover the overdue instalment with a concrete payment date agreed, without damaging the customer relationship.
This text is stored as config.goal_statement and takes priority over generic preset language in the agent’s behavior. Business rules still define the context, limits, and operating instructions.
When the goal changes, Nexor reconciles the goal target in the pipeline and shows the corresponding configuration sections. Review stages, required variables, and tools before processing more leads.
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.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 it to collect relevant information, handle pushback, recognize that the goal has been achieved, and decide when to hand off to a human. The prompt is split into 7 sections you switch between from a dropdown. Edit one at a time:
Each section has its own purpose and writing style. For detailed guidance and examples on filling out each one, see the Prompt best practices guide.
Token budget. A counter shows how much of your prompt budget (around 3,000 tokens) you’ve used across all 7 sections combined. If you exceed it, tighten your wording rather than removing whole sections.
History. Every saved change is versioned. Open History to review previous versions and revert to any of them.
Train your agent. After editing your rules, click Train your agent to apply the changes. The agent uses the updated prompt only after training completes.
Channels
The Channels section defines how your agent reaches and replies to leads. Each channel shows a connection status of Active or Connect. From Manage, you can also set channel-specific instructions and style; supported channels allow a model override, and WhatsApp/email manage their templates here. The First-contact channel dropdown sets which channel your agent uses for the first outbound message (for example, WhatsApp).Contact hours
Set the windows during which your agent may initiate or resume outbound contact. Incoming replies are handled even outside these windows.Under Outside these hours, Block calls prevents calls but still allows WhatsApp, email, or SMS re-contact. Block all channels postpones every outbound re-contact until the next window.
You can add multiple time ranges within a day, for example to pause during a midday break.
With Custom, you can define different ranges for each day. Every time is interpreted in the agent’s configured time zone.
Re-engagement attempts
The Re-engagement attempts section controls how persistently your agent follows up with a lead who stops replying, until it achieves the goal outcome or exhausts the attempts.
With the values above, the agent re-contacts the lead up to 5 times. The first follow-up goes out 3 hours after the lead stops replying, and each later attempt is spaced at least 24 hours apart. If the lead still hasn’t replied after all 5 attempts, they are marked Lost.
Under Advanced, you can enable rules for eligible middle stages, write per-stage AI instructions, and override the first wait, interval, and maximum attempts. Initial, terminal, paused, and already-achieved goal stages are not offered for re-engagement.
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 these properties:
Below are common variables used to qualify a lead:
Variables power qualification and pipeline transitions: a stage can require certain variables to be filled before a lead advances, so the agent knows what it still needs to ask.
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.Initial stages by goal
Every pipeline begins with system stages for New, Contacted, and In conversation. The winning outcome changes with the goal:
You can also add custom stages to match your sales process, such as a “Demo taker” stage for leads who have gone through a product demo.
Terminal stages
Terminal stages mark the end of the pipeline:Configuring a stage
Each stage has its own settings. Select a stage to edit the following:1
Label
The stage name shown across the agent and pipeline views.
2
Color
A color used to identify the stage at a glance.
3
Description
A short explanation of what the stage represents.
4
Type
Defines whether the stage is normal, triggered by first contact or first reply, acts as a qualification gate, or represents a booked meeting. Terminal stages are categorized as won, lost, or paused.
5
Transition instructions
Plain-language rules describing when a lead should move into this stage. Reference collected variables with
@, for example @budget or @company_size.6
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.
7
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.
Quote
This section only appears when the goal is Generate a Quote (
quote).Documents
This section only appears when the goal is Document Collection (
document_collection).snake_case key, a team-facing description, instructions for how the AI should request it, whether it is required, and accepted formats. You can accept any file or restrict it to JPEG, PNG, PDF, HEIC, WebP, DOC, and DOCX.
Once all required documents arrive, the lead moves to Documents collected and the agent pauses for human review. Human approval completes the goal in Documents approved.
Meeting booking
This section only appears when the goal is Book a Meeting (
appointment).Event details
Set the title and length of the event the agent creates when it books a meeting.
You can use these variables in the event title:
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.Alerts & automatic follow-ups
Alerts and follow-ups are triggered by meeting events. Enable each one independently.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.
Use Manage to add, edit, or remove sources in each category.
The agent only uses the sources you enable. Anything you leave disabled is ignored, even if it is still listed here.
Agent-level advanced settings
The Advanced block inside an agent controls capabilities scoped to that agent. It is different from the global Advanced hub in the sidebar, where Webhooks, Background Jobs, Pre-processors, and code functions are managed. See the Advanced hub guide for those global automations.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.MCP tools
MCP tools are HTTP functions the AI can invoke during a conversation, for example to query a CRM, check inventory, calculate a price, or take an action while talking to a lead. Assign them from the shared catalog or create a tool scoped to this agent. New agents receive a goal-specific tool set. Every goal includes essential functions for saving fields, updating metadata, and moving the lead through the pipeline.appointment adds availability, booking, cancellation, rescheduling, and guest tools; document_collection adds document request and acknowledgement tools; and catalog-backed goals can search and read products or services. Custom tools extend that set.
A pre-agent hook and a stage restriction are mutually exclusive: the hook runs before a conversational stage can enforce the gate. Stage actions are also automatic and must be given any arguments that the agent would normally write at call time.