Help Center

Agent Behavior (roles & instructions) ​

Set your agent’s role, greeting, and Starting Knowledge.

Before you begin ​

  • Open your agent in the Babelbeez dashboard.
  • Be ready to test changes in Live Preview.

What this controls ​

  • Voice Agent Role: the personality and goal (for example, Sales or Customer Service).
  • Greeting Instructions: what the agent says to start and how it should help.
  • Starting Knowledge page (set from the Knowledge Base): a page your agent quickly reads for context before talking.
  • Manual Instructions: a short background paragraph the agent can use at the start instead of a page.

Steps ​

  1. Open Configure Voice Agent in the left menu.
  2. Choose a Voice Agent Role
    • Pick the role that best matches your use case (for example, Sales).
  3. Set Greeting Instructions (Multilingual)
    • Write a short, friendly greeting and task (for example, welcome the visitor and offer help).
    • Keep it simple and brand‑safe.
  4. (Optional) Set Starting Knowledge from the Knowledge Base
    • Open Train Voice Agent → Manage Knowledge Base.
    • Click a summarized row and choose “Use as starting knowledge”. The active row shows a “Starting Knowledge” badge.
  5. (Optional) Use Manual Instructions
    • Open Configure Voice Agent → Starting Knowledge, click “Use Manual Instructions” to unlock the text box and enter a short paragraph (services, location, languages, hours).
    • Click “Cancel” to revert to the previously selected page‑based Starting Knowledge.
    • Use plain sentences; avoid confidential details.
  6. Click the green Save button (bottom right) to apply all changes.
  7. Test in Live Preview.

What you should see ​

  • The agent uses your greeting when the session starts.
  • Answers align with the selected role and your instructions.

Tips ​

  • Keep the greeting short: 1–2 sentences.
  • Review how the agent behaves and refine the greeting or role if needed.

Troubleshooting ​

  • The agent didn’t use my new greeting
    • Make sure you clicked the main Save button. Then reload Live Preview.
  • The agent sounds off‑brand
    • Adjust the role and refine the greeting to set tone and scope.
    • Check your Knowledge Base sources if details have changed.

Next steps ​

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