--- title: Training your call agent description: "### 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…" url: "https://funneler.ai/guide/training-your-call-agent/" updated: "2025-12-18" category: Training Your AI Agents --- # 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. 1. **Agent Type and Capabilities** - Agent type: Define the role or category for the agent (e.g., Support, Sales, Concierge, HR). 1. **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 1. **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. 1. **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. 1. **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. 1. **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. 1. **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] --- 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..." ``` --- ### 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!" ``` 1. 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 --- ### 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." ``` --- ### 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]." ``` --- ### 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 --- ### 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?" ``` --- ### 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 --- **Last Updated:** December 10, 2024 **Version:** 1.0 *Master AI training to create powerful, conversion-focused agents!*