Training your call agent

Call Agent Configuration Overview

Call agents need different training than chatbots. They must understand spoken language, handle interruptions, and respond in real-time voice.

Accessing Call Agent Training

1. Go to “Call Funnels” from the sidebar
2. Navigate to “Setup” & “Behaviour” tab

Setup Guide

1. Basic Agent Identity

• Agent name: Enter a descriptive name for your agent.
  • Tip: Use a clear, searchable name (e.g., “SupportBot Pro” or “Ava CustomerAmp”).
• Agent number: Enter the contact/extension or internal ID used to route calls to this agent.
  • Tip: Use a consistent numbering scheme across all agents for easy management.
• Language: Choose the agent’s primary language for prompts and responses.
  • Example: English (United States)
• Voice: Select the AI voice that will reproduce the agent’s responses.
  • Example: Fable
• Avatar: Upload or update the avatar image that represents the agent visually.
  • Action: Upload new avatar (from your device) if you’re refreshing branding or personification.

2. Agent Type and Capabilities

• Agent type: Define the role or category for the agent (e.g., Support, Sales, Concierge, HR).

3. Live-Call Transfer (to human agent when requested)

• Purpose: Automatically transfer to a human representative when the caller requests or when a keyword is detected.
• Trigger keywords: List keywords that will trigger a transfer to a live agent (e.g., “human,” “agent,” “operator,” “representative”).
  • Action: Enter keywords exactly as users might say them; use multiple keywords if needed.
• Forward call to this number: Enter the phone number where live agents can be reached.
  • Tip: Ensure the number is dialable and includes country/area code as needed.
• Voice Provider: Choose the TTS/voice provider for synthetic responses.
  • Options: Standard OpenAI Voices (or other available providers in your system)
• Voice: Pick the specific AI voice within the provider.
  • Example: Fable

4. Preview

• Use the Preview mode to test how your agent sounds and responds with the chosen voice and language.
  • Check: pronunciation, pacing, and naturalness of responses.

5. Scheduling Appointments (optional)

• Calendar provider: Select the calendar service you want to use for bookings.
  • Example: Google Calendar
• Choose a Google Calendar: Pick the specific calendar to receive scheduled appointments.
  • Example: Blueprinted – Internal
• Calendar selection scope: Confirm that the calendar applies to this funnel only; if you have multiple funnels, update the Integrations page to switch accounts.
• Refresh integrations: Use this to refresh and re-sync with your calendar provider.
• Clear selection: Remove the currently selected calendar if needed.

6. Quick-start Checklist

•  Define agent name, number, language, voice, and avatar.
•  Set agent type (role) and capabilities.
•  Configure live-call transfer with trigger keywords and the destination number.
•  Choose voice provider and specific voice for TTS.
•  Run a test in Preview to simulate a live call and responses.
•  If scheduling is used, connect Google Calendar and select the appropriate calendar.
•  Refresh integrations after changes and verify the setup works end-to-end.

7. Best Practices

• Consistency: Use consistent naming and numbering across agents to simplify management.
• Clarity: Use clear trigger keywords to avoid accidental transfers or missed handoffs.
• Branding: Align avatar, voice, and agent type with your brand voice and customer expectations.
• Privacy: Ensure that any calendar access or data sharing complies with your privacy policy and security requirements.
• Testing: Regularly review call flows, transfer triggers, and appointment bookings to catch issues early.

8. Troubleshooting Quick Tips

• If live transfers aren’t happening as expected:
  • Double-check trigger keywords for typos or alternate phrases.
  • Verify the forwarding number is reachable and not blocked.
  • Confirm the selected Voice Provider and Voice are active and have credits/permissions.
• If calendar appointments aren’t being created:
  • Verify Google Calendar integration is authorized and the correct calendar is selected.
  • Check that the funnel’s calendar scope matches your test scenarios.
  • Look for any permission prompts or OAuth scopes that need re-authorization.

Sample Configuration (fill-in-ready)

• Agent name: SupportBot Pro
• Language: English (United States)
• Avatar: [Upload image file]
• Agent type: Support
• Live-call transfer:
  • Trigger keywords: [“human”, “agent”, “operator”, “representative”]
  • Forward call to this number: +1-555-0100
  • Voice Provider: Standard OpenAI Voices
  • Voice: Fable
• Preview: [Use to test responses]
• Scheduling Appointments:
  • Calendar provider: Google Calendar
  • Choose a Google Calendar: Blueprinted – Internal
  • Calendar selection scope: Funnel-specific
  • Actions: Refresh integrations
  • Clear selection: [If changing calendars]

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1. Adjust voice settings:

• Speaking Speed: Slow, normal, fast
• Pitch: Lower or higher voice
• Stability: Consistent vs expressive

Handling Interruptions

Train AI for natural phone conversations:

Enable in Advanced Settings:

- Allow caller to interrupt (conversational)
- Wait for pauses before speaking
- Acknowledge interruptions politely
- Get back on track after tangents

Example:

AI: "So our basic plan starts at—"
Caller: "Wait, do you offer monthly billing?"
AI: "Great question! Yes, we offer both monthly and annual billing. 
     Monthly gives you flexibility, while annual saves you 20%. 
     As I was saying, our basic plan starts at $99 per month..."

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Call-Specific Content

Common Phone Scenarios

Train for typical call situations:

Greetings:

• First-time callers
• Returning customers
• Warm transfers
• After-hours calls

Example greetings:

First call:
"Hello! Thanks for calling [Company]. This is [Agent Name]. 
 How can I help you today?"

Returning customer:
"Welcome back to [Company]! I see you've called before. 
 How can I assist you today?"

After hours:
"Thanks for calling [Company]. We're currently closed, but 
 I'm here to help! What can I do for you?"

Voicemail Handling

Configure what happens on voicemail:

1. Go to “Call Configurations” tab > “Voicemail”
2. Enable “Detect voice mail on outbound calls” > “Leave a message“
3. Write message:

Example:

"Hi, you've reached [Your Name] at [Company]. Sorry we missed 
your call! Please leave your name, number, and a brief message, 
and we'll call you back within 24 hours. Thanks!"

4. Set callback behavior:

• Create lead from voicemail
• Send notification to team
• Schedule callback

Voice Selection

Choosing Your Voice

1. Go to “Voice Settings”
2. Select voice provider:

• Standard Voices: Built-in, included in plan
• ElevenLabs: Premium, more natural (requires API key)

1. Preview available voices:

• Click “Play Sample” for each voice
• Listen to tone, accent, quality
• Select the one that matches your brand

Voice options:

• Male and female voices
• Various accents (US, UK, Australian, etc.)
• Different ages (young, mature)
• Professional vs casual tones

Custom Voice Cloning

ElevenLabs Premium:
Clone your own voice or custom voice:

1. Record voice samples (10-15 minutes)
2. Upload to ElevenLabs
3. Generate custom voice
4. Select in Funneler voice settings

Benefits:

• Truly unique brand voice
• Consistent across all calls
• Personal connection with callers

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Behaviour Configuration

Opening Script

Set how calls start:

1. Go to “Behaviour” tab
2. Configure opening:

Elements:

• Greeting: First words spoken
• Introduction: Who the AI is
• Permission: Ask if now is a good time
• Purpose Check: Understand why they called

Example opening:

"Hello! Thanks for calling [Company]. This is [Agent Name], 
your AI assistant. I'm here to help you learn about our services 
and answer any questions. Is now a good time to chat for a few minutes?"

Qualification Flow

Guide the conversation to qualify leads:

Set conversation goals:

1. Understand caller’s needs
2. Ask qualifying questions
3. Collect contact information
4. Book appointment or next step
5. Professional closing

Example flow:

1. Greeting & Introduction (15 seconds)
2. Understand Need (30-60 seconds)
   "What brings you to [Company] today?"
3. Qualify (60-90 seconds)
   "What's your timeline?"
   "What's your budget range?"
4. Collect Info (30 seconds)
   "What's the best email to send you more information?"
5. Next Step (30 seconds)
   "I'd love to schedule a 15-minute call with our team. 
    Do you have your calendar handy?"
6. Closing (15 seconds)
   "Great! You'll receive a confirmation email shortly. 
    Thanks for calling!"

Handling Objections

Train AI to address common objections:

Add objection handlers:

1. Go to “Objection Handling”
2. Add common objections:

Examples:

Objection: "That's too expensive"
Response: "I understand budget is important. Let me share how 
           our solution typically pays for itself in 3-6 months 
           through [specific benefits]. Would you like to hear more?"

Objection: "I need to think about it"
Response: "Absolutely! This is an important decision. What specific 
           questions can I answer to help you decide? I'd also be 
           happy to schedule a follow-up call for next week."

Objection: "I'm just researching"
Response: "Perfect! I love helping people research. What specific 
           information would be most helpful? I can share resources 
           and make sure you have everything you need."

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Multilingual Support

Adding Languages

Enable calls in multiple languages:

1. Go to “Language Settings”
2. Click “Add Language”
3. Select from 15+ languages:

• Spanish
• French
• German
• Portuguese
• Italian
• And more

1. Configure for each language:

• Greeting message
• Voice selection
• Training content

Auto-detection:

• AI detects caller’s language
• Switches automatically
• Continues conversation seamlessly

Example multilingual greeting:

English: "Hello! Thanks for calling [Company]."
Spanish: "¡Hola! Gracias por llamar a [Company]."
French: "Bonjour! Merci d'appeler [Company]."

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Testing Your Call Agent

Test Calls

Make test calls before going live:

1. Go to your call funnel
2. Call the number
3. Verify:

• ✅ AI answers promptly
• ✅ Voice sounds natural
• ✅ Responses are accurate
• ✅ Call flow makes sense
• ✅ Information is collected
• ✅ Appointment booking works

Listening to Recordings

Review actual calls:

1. Go to “Contacts”
2. Click on a contact via call agent
3. Click “Play Recording”
4. Listen to the conversation
5. Review transcript

What to check:

• Did AI answer questions correctly?
• Was the tone appropriate?
• Were there awkward pauses?
• Did AI handle interruptions well?
• Was the call flow smooth?

Making Improvements

Based on call reviews:

If AI misunderstood callers:

• Add more training scripts
• Clarify common questions
• Improve voice recognition settings

If voice sounded robotic:

• Switch to ElevenLabs voice
• Adjust stability settings
• Use more natural language in scripts

If calls were too long:

• Simplify qualification questions
• Make scripts more concise
• Set time expectations upfront

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Best Practices

Script Writing

Do:

• ✅ Write how people actually talk (not how they write)
• ✅ Use contractions (“I’m” not “I am”)
• ✅ Keep sentences short
• ✅ Include filler words naturally (“um”, “well”)
• ✅ Read scripts out loud before uploading

Don’t:

• ❌ Write formal, written-style language
• ❌ Use long, complex sentences
• ❌ Include too many details at once
• ❌ Sound like a robot reading a script

Good example:

"Hey! Thanks for calling. I'm here to help you find the 
perfect solution for your business. What are you looking for today?"

Bad example:

"Greetings. I am the automated assistant for [Company Name]. 
I am programmed to provide you with information regarding 
our products and services. Please state your inquiry."

Call Timing

Optimal call length:

• 2-5 minutes: Quick qualification
• 5-10 minutes: Detailed needs assessment
• 10+ minutes: Complex sales conversations

Set expectations:

"This will just take a few minutes..."
"I have about 5 minutes to help you right now..."
"Let's take 10 minutes to explore your options..."

Background Noise

Train AI to handle:

• Caller in noisy environment
• Multiple people talking
• Poor phone connection
• Background music/TV

Tips:

"I'm having a bit of trouble hearing you. Could you find 
a quieter spot or speak a bit louder?"

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Troubleshooting

Problem: AI voice sounds robotic

Solutions:

1. ✅ Switch to ElevenLabs premium voices
2. ✅ Adjust stability settings (lower = more expressive)
3. ✅ Use more natural language in scripts
4. ✅ Add punctuation for natural pauses

Problem: AI doesn’t understand callers

Solutions:

1. ✅ Add more training scripts with variations
2. ✅ Include common mispronunciations
3. ✅ Test with different accents
4. ✅ Simplify questions

Problem: Awkward pauses during calls

Solutions:

1. ✅ Adjust turn detection sensitivity
2. ✅ Enable interruption handling
3. ✅ Use filler phrases (“Let me check on that…”)
4. ✅ Set response timeout settings

Problem: Calls disconnecting early

Solutions:

1. ✅ Check Twilio connection
2. ✅ Verify phone number is active
3. ✅ Test call routing
4. ✅ Review error logs
5. ✅ Contact support if persistent

Problem: Wrong language detected

Solutions:

1. ✅ Manual language selection option
2. ✅ Disable auto-detection
3. ✅ Set primary language explicitly
4. ✅ Add greeting that asks for language preference

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Last Updated: December 10, 2024
Version: 1.0

Master AI training to create powerful, conversion-focused agents!