Set up a Conversation Agent for phone calls

What it is and what it is for

A Conversation Agent answers your customers' calls. It replies from the knowledge bases you give it. It can record open requests as a ticket.

How to do it

1. Open Conversation AI → Conversation Agents and click New Conversation Agent.
2. On the Overview tab, under “Role & access”, choose Public agent.
3. On the Agent tab, set what it says first and how it should behave.
4. On the Knowledge tab, select the knowledge bases.
5. On the Allowed languages tab, set the start language and the languages it may switch to.
6. Save the agent.
7. On the Telephony tab, under “Own phone number”, click Request phone number. PaperOffice gets in touch to assign it.
8. Then forward your company number to the assigned number with your phone provider.

Good to know

• Test the agent under Conversation AI → Test agent.
• A public agent uses knowledge bases only, not workspace documents.
• On the Requests tab you set how open requests are recorded. The caller gets a link by SMS. A ticket is created once they enter their email address.
• The agent gives order or shipment status only after proof, for example order number and postal code.
• Calls are in the Call Log, unanswered questions under Knowledge gaps.
• Only PaperOffice assigns and changes the number. The service is paid and available from the Professional plan.

More: Conversation Agent for phone on paperoffice.ai.