Agent Builder

The Agent Builder turns a plain-language description into a working workflow.

Write the brief

Describe the job the way you would brief a new colleague. Include:

• Who the agent answers for — your business and what it does.
• The calls it should handle — start with the three most common.
• What it must never do — promises, prices or advice it shouldn’t give.
• When to hand over — the situations where a person should take the call.

You answer the phone for a physio clinic in Limerick.
Book, move or cancel appointments using the calendar.
Never give medical advice. If the caller is in pain
or upset, transfer them to reception.

Review the draft

The builder creates a workflow with a greeting, a step for each kind of call and the rules for ending or transferring. Open each step to adjust the wording, add a question or change what happens next.

Iterate with test calls

Use Test call after every change. Read the transcript, find where the agent wandered, and tighten that step. Small, specific instructions work better than long ones.