Skip to main content

​
How Agents Work

An itellicoAI agent is a single AI configuration that can be deployed across multiple channels simultaneously. The same agent can:
  • Handle incoming phone calls
  • Make outbound calls in campaigns
  • Be embedded on your website as a widget
  • Use different greetings for inbound vs outbound scenarios
You don’t necessarily need to create separate “inbound” or “outbound” agents - the same agent can be deployed across multiple channels.

​
Deployment Methods

Phone Calls

Connect to phone numbers for incoming or outbound calls

Campaigns

Use agents for systematic outbound calling campaigns

Web Widget

Embed on your website for voice and chat support

​
Phone Call Deployment

Deploy your agent to handle phone conversations.

​
Incoming Calls

1

Connect a phone number

Connect a phone number to your agent via SIP trunk
2

Configure greeting

Set up your inbound greeting for incoming calls
3

Go live

Your agent is ready to answer when customers call
Best for:
  • Customer support hotlines
  • Order status inquiries
  • Technical support lines
  • General information lines
  • Appointment scheduling
Example greeting: 
Thank you for calling Acme Support. How can I help you today?

​
Outbound Calls (Campaigns)

1

Create a campaign

Create a new campaign and assign your agent
2

Add contacts

Upload your contact list and add contacts to the campaign
3

Configure outbound greeting

Set up the outbound greeting override
4

Launch campaign

Start your campaign and monitor results
Best for:
  • Lead qualification
  • Appointment reminders
  • Customer feedback surveys
  • Payment reminders
  • Follow-up calls
Example greeting: 
Hi, this is Alex from Acme Software. You recently requested information about our Enterprise plan. Do you have a moment to chat?
The same agent can handle both incoming and outbound calls. Use the outbound greeting override feature to customize how the agent introduces itself on outbound calls.

​
Web Widget Deployment

Embed your agent on your website for browser-based interactions.
1

Create a web widget

Create a new web widget in the dashboard
2

Assign your agent

Select which agent to use for this widget
3

Customize appearance

Adjust colors, position, and branding
4

Embed on your website

Copy the embed code and add it to your site
5

Test and go live

Visitors can now use voice or text chat
Best for:
  • Website live support
  • Pre-sales questions
  • Lead capture
  • Interactive product demos
  • 24/7 web-based assistance
Unique features:
  • Voice AND text chat in one interface
  • No phone number required
  • Persists across page navigation
  • Can switch between voice and text mid-conversation

​
Greeting Configuration

Since agents can be used for both incoming and outbound calls, you can configure greetings separately:

​
Inbound Greeting

Used when customers call your phone number or start a web chat. 
Hello! Thanks for calling Acme Support. How can I help you today?

​
Outbound Greeting (Override)

Used when the agent makes outbound calls in campaigns. 
Hi, this is Alex from Acme. You recently downloaded our guide. Do you have a quick moment to discuss how we can help?
Configure the outbound greeting override in Abilities → Greeting → Outbound Override. If not configured, the agent uses the inbound greeting for all calls.

​
Next Steps

Common Use Cases

See real-world agent use case examples

Configure Greetings

Set up inbound and outbound greetings

Phone Deployment

Connect your agent to phone numbers

Web Widget Setup

Embed your agent on your website