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Build a voice AI agent that handles customer conversations over phone and web — no coding required.

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Before You Start

  • itellicoAI account (sign up here)
  • A use case in mind (support, booking, sales, etc.)
  • If you were invited into an existing account, make sure you are in the correct account before you create or test agents

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Step 1: Create Your Agent

1

Open AI Agents

Click AI Agents in the sidebar and then Create Agent.
2

Set up your agent

Enter a name, pick a language preset, and optionally choose one of the starter templates. Then click Create.
3

Configure in the Agent Editor

The Agent Editor opens automatically. Start with the General tab (voice and model), then go to Prompt and paste a starter prompt like this:
# Role
You are Jamie, a front desk receptionist for [Company Name], a [type of business] in [location]. You are calm, professional, and helpful.

# Objective
Answer inbound calls, identify what the caller needs, answer common questions, and route or capture details for follow-up.

# Response Format
- Keep responses to one to three sentences
- Ask one question at a time
- Repeat back critical details like name, callback number, and reason for calling

# Conversation Flow

## Phase 1: Welcome
Start with: "Thank you for calling [Company Name], this is Jamie. How can I help you today?"

## Phase 2: Handle or Route
Answer simple questions about hours, services, and location. For specialist topics, transfer to the right person or take a callback message.

# Escalation Triggers
Transfer to a human immediately if:
- The caller asks for a manager
- The caller is frustrated after two attempts to help
- The request involves legal, safety, billing, or account-specific issues

# Business Hours
Monday-Friday: 9:00 AM - 5:00 PM
Saturday-Sunday: Closed
Adapt this to your use case, or browse more templates in the Prompt tab under Templates.
Think of the prompt like instructions for a new employee on their first day — tell them who they are, how to greet callers, what they can help with, and what to do when they’re unsure.

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Step 2: Test Your Agent

1

Open Test Call

In the Agent Editor, click Test Agent in the top-right.
2

Pick a mode

  • Web Call — fastest way to test with voice (requires microphone access)
  • Chat — text-only, no microphone needed
  • Phone Call — calls a real phone number. Requires a phone number in your account first.
3

Iterate

If something’s off, adjust your prompt, knowledge, voice, or tools in the editor, then test again.

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Step 3: Deploy

Pick how you want your agent to reach people:
Your agent answers incoming calls on a phone number.
  1. Go to Telephony → Buy Number and purchase a number
  2. Go to Telephony → Phone Numbers and assign your agent
Some countries require a compliance profile before you can buy a number — you may need to upload business documents first. We are happy to help you through this process. Contact support@itellico.ai and we will guide you through it.
Already have numbers with a carrier? Connect them via SIP instead.

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Step 4: Monitor and Optimize

Dashboard

Monitor agent performance, call volume, and key metrics

Conversations

Review transcripts, flag issues, and track outcomes

Quality Studio

Track and resolve agent quality issues over time

Campaigns

Launch outbound calling campaigns to reach contacts at scale

Agent Editor

Learn where prompts, tools, knowledge, analytics, and privacy settings live

Deploy

Connect to phone numbers, campaigns, or your website

Manage

Review conversations, tasks, contacts, and quality after launch

Client Service Models

Choose between parent-billed subaccounts, agency access, and hybrid setups