General information
The AI operator handles incoming calls automatically, connects them to the right person and can provide simple answers to the caller.
It can also recognize users, leave messages and look up information from connected systems.
In this guide, we'll walk you through how to activate an AI operator in the app.
Activate AI operator
1. Go to organization settings
Click onthe gear wheeland chooseOrganization settings.
Go toTelephony systemand clickTelephone operators.
2. Create new AI operator
Click on+ Create new AI operator.
Enter anameon the operator, for exampleReception AIorSwitchboard operator.
3. Choose AI agent
Choose which oneAI agentwho will act as a telephone operator.
4. Add supervisors
DuringSupervisorsYou choose who should have access to the call history via the AI operator's contact page.
5. Enter phone number
Type it in.phone numberas callers reach the AI operator.
6. Fill in the billing number
Specify whichbilling numberwhich is charged when forwarding calls.
7. Create role description
DuringRole descriptionYou specify how the operator should behave and what it should do.
A good role description ensures that the AI understands its mission in the same way as a human colleague.
8. Write a greeting phrase
This is the first response the AI operator gives when a call is connected.
Example:
“Hello and welcome to us! How can I help you?”
9. Select actions
DuringActionsyou choose what the AI operator can do:
- Leave messages
- Connect calls
- Send SMS
10. Select target group for actions
Specify which users the AI operator should be able to interact with.
11. Add users
DuringUserYou choose which people, teams or roles should be available to the AI operator.
12. Define collaborations
Specify which onesresponse groups, button selectionandother AI operatorswith whom it should be able to cooperate.
13. Set access to information
DuringAction recipients and information accessYou specify what information the AI operator should be able to look up about users and callers.
For example:
- name
- email address
- line status
- activity status
- data from connectors like HubSpot
14. Preview the AI operator
Click onPreviewto test how the AI operator behaves before saving.
Tip – choose the right measures
You choose how advanced your AI operator should be.
For example, a simple operator can only answer, greet and connect calls.
A more advanced one can retrieve information from systems, leave messages and forward SMS.
Why the role description is crucial?
A clear and well-thought-out role description is actually the most important factor in whether the AI agent is successful or not.
It's not just aboutWhatthe agent should do without alsohowit should behave, communicate and prioritize in different situations.
To get really good results, the role description needs to live and develop over time.
Think of it as a document you can constantly adjust based on how the agent actually behaves in real customer dialogues.
Once you have activated the AI agent, take the time to see how it works in practice and then update the role description based on what works well and what could be even better.
Creating an effective AI agent is therefore not a “one and done” project – it requires a little commitment, curiosity and ongoing fine-tuning.
But that is also exactly what makes the difference in how well the agent performs and how well they manage to give your customers a really good experience.