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Before You Start

Make sure you have:
  • Active itellicoAI account
  • Clear use case in mind (support, booking, sales, etc.)
  • Basic idea of what you want your agent to say and do
If you haven’t already, complete the Quickstart for a faster introduction.

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Step 1: Navigate to Agents

  1. Log into your itellicoAI dashboard
  2. Click Agents in the left navigation menu
  3. Click the Create Agent button (or Create First Agent if this is your first one)

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Step 2: Set Basic Information

Fill in the essential details:
Create New Agent dialog with name field
Create New Agent dialog with name field

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Agent Name

Choose a descriptive name that reflects the agent’s purpose. Examples:
  • “Customer Support Agent”
  • “Appointment Booking Assistant”
  • “Sales Qualification Bot”
  • “Order Status Helpline”
Use names that make it easy to identify the agent’s function when you have multiple agents running.

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Step 3: Configure Basic Settings

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Choose Your AI Model

itellicoAI supports multiple AI providers and models. For getting started, we recommend Azure OpenAI for reliability and performance. You can explore other providers later in the settings. Recommended models to get started:

GPT-4.1 Mini

Good for most use cases

GPT-4.1

For complex conversation flows

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Select Voice

Choose how your agent sounds:
  1. Click Voice in the configuration panel
  2. Preview voices by clicking the play button (ElevenLabs voices only)
  3. Select a voice that matches your brand
  4. Adjust speed and other parameters if needed
ElevenLabs voices offer the most natural sound quality. Preview several options before deciding.

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Configure Transcriber

Set up transcriber:
  1. Click Transcriber under Models
  2. Select Deepgram Nova-3 General (recommended)
  3. Choose your language or select Multilingual if you serve multiple languages

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Step 4: Write Your Agent Instructions

This is where you define your agent’s behavior, personality, and conversational flow.
  1. Navigate to Abilities → Instructions in the configuration panel
  2. Enter your agent’s instructions in the text field

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Basic Instruction Template

You are a friendly customer support agent for [Your Company Name].

Your role is to:
1. Greet customers warmly
2. Listen to their question or issue
3. Provide helpful, accurate information
4. Offer to help with anything else before ending the call

Tone: Professional but friendly, patient, and helpful

Important guidelines:
- Always be polite and respectful
- If you don't know something, say so honestly
- Never make promises about things you're unsure of
- Speak clearly and at a moderate pace
We’ll cover advanced prompt engineering in the Prompt Engineering Guide. For now, a simple, clear instruction works well.

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Step 5: Set Up Greeting Message

Configure how your agent starts conversations. We recommend Fixed Greeting for most use cases.
Best practice: Make your greeting non-interruptible to ensure customers hear the full greeting before speaking.
Greeting configuration showing three options: User Initiates, AI Agent with Dynamic Message, and AI Agent with Fixed Message, including message delay slider and barge-in toggle
Greeting configuration showing three options: User Initiates, AI Agent with Dynamic Message, and AI Agent with Fixed Message, including message delay slider and barge-in toggle

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Step 6: Test Your Agent

Before deploying, test your agent:
  1. Click Test Call in the top-right corner
  2. Click Start Web Call
  3. Grant microphone permissions when prompted
  4. Have a conversation with your agent
Test Agent dialog showing Web Call and Phone Call options with Start Web Call button
Test Agent dialog showing Web Call and Phone Call options with Start Web Call button
Test scenarios to try:
  • Simple greeting response
  • Ask a question about your business
  • Test edge cases (unclear requests, interruptions)
  • Verify the voice sounds good and responses are appropriate
Always test your agent thoroughly before connecting it to live phone numbers or deploying to production.

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What’s Next?

Your agent is created! Now you can enhance it with:

Add Knowledge Base

Upload FAQs, policies, and documents so your agent can answer specific questions

Configure Actions

Enable transfers, bookings, and custom integrations

Improve Instructions

Learn advanced prompt engineering techniques

Deploy Your Agent

Connect to phone numbers or embed on your website

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Common First-Time Issues

Try selecting a faster model like GPT-4.1 Mini or adjust your Voice Activity Detection settings in Operational Controls.
Adjust endpointing delay in Voice Activity Detection settings or enable Smart Endpointing for better turn-detection.
Add a Knowledge Base with your business information, FAQs, and policies. See Knowledge Base.
Try different voice providers (ElevenLabs recommended) and adjust speed/pitch settings in Voice Settings.

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Need Help?

Email support@itellico.ai for assistance with agent creation and configuration.