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An agent is a configured AI persona — its prompt, provider settings, tools, and custom variables. You create and publish an agent once, then bind it to sessions and campaigns.

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Anatomy

An agent is assembled from these fields: At dispatch time the prompt is assembled in a fixed order — Objective → Instructions → Task → FAQs → Samples — and placeholders are substituted from the session’s custom_variables.
Placeholders use the double-brace form only: {{company}}. Single braces, [[company]] and $company are left as literal text — they collide with ordinary prompt content like JSON snippets and prices such as “$5”.

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Post-call sentiment

Set sentiment_analysis to { "enabled": true } and each finished call is classified as positive, negative or neutral from the customer’s side of the transcript. The verdict appears as sentiment on the session, on a call’s attempts, and in the call_completed webhook. It is opt-in per agent because it costs an extra model call per session, and it is skipped when the customer barely spoke — there is nothing to classify. It is independent of a campaign’s qualification verdict: sentiment is how the customer felt, not whether they qualified.

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Lifecycle: draft → published

Agents are immutable once published. This guarantees a campaign always runs the exact configuration it was bound to.
  • Created draft and fully editable via PUT /agent/{id}.
  • Publish (POST /agent/{id}/publish) locks the config and makes the agent bindable by campaigns. One-way: 422 if the agent has no name, 409 if already published.
  • Once published, PUT is rejected with 409. To change a published agent, clone it (POST /agent/{id}/clone) — cloning always yields a new draft.
  • Campaigns bind only published agents. Creating or updating a campaign with a draft agent returns 400.
  • Deletion is guarded: DELETE /agent/{id} returns 409 while any campaign still references the agent.
status (draft | published) and published_at are read-only response fields — status moves only through the publish endpoint, never as a body field.
Preview and testing (GET /agent/{id}, WhatsApp test-reply, and test sessions) work on drafts too — you don’t need to publish to try an agent.

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Visibility

  • workspace agents are visible to everyone in the workspace.
  • private agents are visible only to their owner (and admins). Personal copies of catalog agents are created private and suffixed “(My copy)”.

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Endpoints

Test your agent

Simulate callers and grade the transcript before publishing.

Sessions

Run an agent as a live call.

Providers & Models

Configure LLM, STT, and TTS.