How to Customize Your Agent

Change how Kai greets callers, what he says, what voice he uses, and review changes.

Getting to the Editor

Navigate to Dashboard > Agents and click on an agent card. This opens the agent editor where every setting lives.

Changing the Greeting (First Message)

The first message is what callers hear the moment Kai picks up. It sets the tone for the entire conversation.

Example:
Thank you for calling Acme Law. My name is Alex. How can I help you today?
  • Find the First Message field in the Agent Details section
  • Write a natural greeting — keep it under two sentences
  • Test by making a call to the agent's number to hear how it sounds

Writing Instructions (Prompts)

Instructions tell Kai what to do during conversations. There are three separate prompt areas, each for a different type of interaction:

  • Incoming Calls — instructions for when customers call in
  • Outgoing Calls — instructions for follow-up calls Kai makes
  • Text Messages — how Kai responds to SMS

Tips for Writing Good Instructions

  • Use bullet points, not long paragraphs — Kai follows clear steps better
  • Be specific: "Ask for their full name, phone, and the date of their accident" is better than "Collect their information"
  • Test every change with a real call to make sure Kai handles it correctly
Example Instructions for a Law Firm:
When someone calls:
1. Ask what happened and listen to their story
2. Show empathy — say things like "I'm sorry that happened to you"
3. Find out if they were physically injured
4. If they were injured, collect their name, phone number, and email
5. Offer to schedule a consultation with an attorney
6. If the firm can't help, politely explain why and end the call

Turning On Actions & Tools

Open the 2. Actions tab in the agent editor (right next to Behavior) to control what Kai can actually do on a call — not just what he says.

Built-in Actions

  • Text callers — lets Kai send confirmations, directions, or short follow-ups by SMS. Requires a phone number on the agent.
  • Send saved links — lets Kai text an approved booking page, form, or payment link by name (e.g. "send me the booking link"). Add at least one saved link before turning this on.
  • Check availability and Book appointments — lets Kai look up open times and schedule a confirmed appointment. Requires a connected calendar.

Each action shows a readiness badge (for example “Phone number needed” or “Calendar connection needed”) so you know exactly what to set up before flipping it on.

Call Transfer & Secretary Handoff

The same tab lets you set a transfer number (with an optional backup), a ring timeout, and what Kai does if no one picks up. Turning on Secretary Mode has Kai qualify the caller first and only hand off calls that match your criteria.

Custom Tools (Tool Library)

The Actions tab also shows your connected Tool Library providers and lets you enable individual custom tools for this agent. See How to Use Tool Library to connect a provider, review discovered tools, and approve owner-gated actions before Kai can use them.

Changing the Voice

The voice determines how Kai sounds on every call. Pick one that matches the business personality.

  • Open the Voice section in the agent editor
  • Browse available voices and click the play button to preview each one
  • Select the voice that fits the business — professional, friendly, warm, etc.
  • Voice Quality: Turbo v2 is the fastest option with good quality; Enhanced is higher fidelity but slightly slower

Changing the AI Model

The AI model controls how Kai thinks during conversations. A slider in the editor lets you balance speed against capability.

  • Faster — handles simple, straightforward conversations with the lowest latency
  • More Advanced — handles complex questions and nuanced conversations with higher latency

Most businesses start with the default setting and only adjust if callers report that Kai is too slow or isn't handling complex questions well.

Reviewing Changes (Change History)

Every edit to the greeting, instructions, or voice is automatically logged with a timestamp and who made the change.

  • Click Change History in the agent editor to see the full timeline
  • Each entry shows what was changed, the old value, and the new value
  • Click Rollback on any entry to instantly revert to that version
  • Rollbacks are also logged, so there is always a complete audit trail

Testing Your Changes

Always test after making changes to hear exactly what customers will experience.

  • Use the Test Call button on the agent card — this makes a real call from the dashboard
  • Or call the agent's phone number directly from your phone
  • After the call, check the transcript in Dashboard > Calls to review how Kai handled the conversation

Next Steps

    How to Customize Your Agent - KaiCalls