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Create an agent

  1. Open AI Agents → Knova Agents.
  2. Select Build with AI.
  3. Choose a customer and a setup mode.
  4. Complete the Basic, Advanced, and Functions tabs.
  5. Review the agent and save it.
Choose AI Builder when you want help drafting the agent from a plain-language description. Choose Manual when you want to complete the fields yourself.

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Choose the agent type

The Basic tab offers four agent types:
  • Inbound answers incoming phone calls.
  • Outbound places outgoing phone calls.
  • Web is used for a browser voice widget.
  • Multi-Agent routes a conversation to specialist agents.
Choose a voice and use its play control to preview it with the greeting.

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Confirm important details

In the Advanced tab, Confirm important details before acting helps the agent read back names, phone numbers, dates, and similar details before it records or uses them. Production currently shows this setting enabled for the inspected agent. Use it for booking and information-capture flows where a small hearing mistake would matter.

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Personalize individual calls

Per-call variables let the system starting a call provide values such as a person’s name, an offer, or an appointment time.
  1. Open the agent and select Advanced.
  2. Select Add a variable.
  3. Give the variable a clear name and add a fallback.
  4. Use the name in the prompt with double braces, such as {{name}}.
  5. Save the agent.
When the calling system supplies the value, the agent uses it for that call. If it is missing, the agent uses the fallback. Knova Advanced settings with confirmation and per-call variables

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Use the agent menu

Open an agent’s three-dot menu for the actions available to that agent. Depending on its type and customer assignment, the menu can include:
  • Try Agent
  • Test Outbound Call
  • Embed widget
  • Edit Agent
  • Assign Customer
  • Configure Metrics
  • Delete Agent

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Assign a customer and phone number

Use Assign Customer to connect the agent to the correct customer. Then open Phone Numbers, choose a number, and use Assign Agent. The assignment options depend on the agent type. For example, an outbound agent needs outbound calling available on its assigned number.

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Troubleshooting

  • An action is missing: confirm the agent type and customer assignment.
  • A phone number cannot be selected: confirm the number and agent are active and belong to the intended customer.
  • The agent uses the fallback: confirm the per-call value name matches the name declared in Advanced settings.
  • A website visitor cannot start a call: follow the voice widget troubleshooting steps.