Agent configuration is the process of defining how an AI voice agent behaves, responds, and integrates with external systems. Configuration determines the agent’s personality, capabilities, knowledge base, and the actions it can perform.
What does agent configuration include?
Configuration typically covers several areas: the system prompt that establishes personality and guidelines, the tools and integrations available to the agent, voice settings like language and speaking style, call handling rules for transfers and escalations, and knowledge sources the agent can reference.
Why does agent configuration matter?
Proper configuration is the difference between an agent that frustrates callers and one that resolves issues efficiently. Well-configured agents understand context, stay on topic, know their limitations, and hand off appropriately when needed.
Agent configuration in practice
A legal intake service configures their agent with specific scripts for different case types, integration with their case management system, and clear boundaries on what legal information the agent can provide versus when to schedule an attorney consultation.
For setup guidance, see the documentation on creating your first agent.