What the Agent page controls
Training sources give Isabel the background material. The Agent page turns that material into the concrete answers callers hear about hours, services, staff, and how you want follow-ups handled.
- Knowledge: hours, services, staff list, location schedules, and business details that shape spoken answers.
- Identity: name, voice, and how Isabel introduces the business.
- Call experience: recording disclosure, greeting, and the tone used on calls.
- Caller follow-up: what information Isabel captures when a caller needs a callback.
- Transfers: routing callers to a live number when needed.
Knowledge tab: hours, services, staff
Open the Knowledge tab first. This is where the most common caller questions are answered, so every field here directly shapes call quality.
- Fill in general hours for a simple weekly pattern.
- Add specific schedules if you run multiple locations or shifts.
- List the core services your business offers, one per line, in the language callers would use.
- Add staff entries if Isabel should route requests by name.
Keep services caller-friendly
Write services the way customers ask for them, not the way they show up in your POS. Plain language beats internal codes.
Saving and testing changes
Saves from the Agent page apply immediately. The safest habit after any change is to run the live preview and walk through the affected scenario.
- After changing hours, ask the preview about hours and a time window on the edge of open or closed.
- After changing services, ask about a service the business offers and one it does not.
- After changing follow-up fields, ask to leave a message and confirm Isabel asks for the right items.