INTELAGENT LEARNING CENTER — TIPS, TRICKS & BEST PRACTICES

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AI WORKFORCE

Everything you need to get more out of IntelAgent — from writing killer greeting phrases to running high-converting outbound campaigns. Learn from the team that built it.

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40+ // tips & tricks
8 // categories
24/7 // agent uptime
🎓 LEARNING CENTER ◆
VOICE OPTIMIZATION ◆
RAG KNOWLEDGE BASE ◆
OUTBOUND CAMPAIGNS ◆
GREETING PHRASES ◆
CALL TRANSFERS ◆
LEAD NURTURING ◆
QUALIFICATION FLOWS ◆
SESSION REPORTS ◆
SMS AUTOMATION ◆
🎓 LEARNING CENTER ◆
VOICE OPTIMIZATION ◆
RAG KNOWLEDGE BASE ◆
OUTBOUND CAMPAIGNS ◆
GREETING PHRASES ◆
CALL TRANSFERS ◆
LEAD NURTURING ◆
QUALIFICATION FLOWS ◆
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Category 01

Getting Started & Setup

The foundation of a high-performing agent. Get these right before touching anything else.

🏭
Setup
Lock In Your Industry First
The Industry field wires your agent's core intelligence — thousands of scenario-specific corner cases, vocabulary, and compliance rules are loaded based on this single setting. Choose carefully, then treat it as read-only.
  • Select the closest matching industry even if it's not perfect — sales_industry is the best catch-all
  • If you need to change it post-creation, contact support — don't just update the field yourself
  • Multi-industry businesses should create separate agents per vertical
Industry Configuration
🕐
Setup
Working Hours Are Mission-Critical
Incorrect working hours will cause your agent to transfer calls to the wrong escalation number, give wrong availability information, and break your scheduling logic.
  • Use the exact format: Monday: open from 9AM to 6PM
  • For split shifts, chain with "and": open from 7AM to 10:30AM and from 5PM to 10PM
  • Always set the correct time zone — agents use this for every time-based response
PRO TIP
Test your hours by calling the agent 1 minute before closing and 1 minute after opening to verify transfer behavior is correct.
Hours Scheduling
📞
Setup
Never Use Your Public Number as Escalation
If your working-hours escalation number matches your public phone number, the agent will call itself in a recursive loop — effectively taking your line down.
  • Always use a dedicated internal line or mobile number for escalation
  • Test transfers by having a live caller ask to speak with a human during business hours
  • For multiple scenarios (emergency vs. standard), use the Advanced Transfer Numbers field
Call Transfer Safety
🌐
Setup
Always Set a Business Website
Your website URL becomes a fallback for the agent when it doesn't have a direct answer. Instead of dead-ending conversations, the agent says: "I'll text you our website now" — keeping the caller engaged.
  • Multi-location businesses should link to the specific location page, not the homepage
  • Pair with the RAG website scraper to have the agent actually learn your site's content
Website SMS
Category 02

Voice & Greeting Optimization

Your agent's first words set the entire tone of the conversation. These tips directly impact answer rates and caller trust.

🎙
Voice
Write Greetings That Sound Human
The best-performing agents use warm, natural greetings — not corporate scripts. Callers hang up when they sense a robot; they stay when they feel welcomed.
  • Do: "Hey! Thanks for calling [Business]. I'm Luna — how can I help you today?"
  • Don't: "You have reached the automated system for [Business]. Please state your reason for calling."
  • Use the returning-customer greeting to reference the relationship: "Welcome back! Great to hear from you again."
Greeting Tone
⚡
Voice
Speed & Energy in Voice Style
For most B2C businesses, an energetic and fast-speaking agent dramatically outperforms a slow, formal one. People on the phone make trust judgments within 3 seconds.
  • Default recommendation: "Friendly professional, super welcoming. Speak energetic and fast."
  • For high-trust industries (dental, legal, finance): slow down slightly and add warmth without losing professionalism
  • Accent specification can increase trust in regional markets — e.g. "Speak with a light Southern accent"
PRO TIP
Preview all available GenAI and OpenAI voices before choosing. The right voice can increase call engagement by 20–35%.
Voice Style Conversion
📬
Voice
Master Voicemail Behavior
Outbound campaigns hit voicemail frequently. A well-crafted voicemail message turns a missed connection into a warm callback.
  • Always include "say goodbye" at the end of your instruction — this ensures the agent hangs up promptly instead of waiting 30 seconds
  • Keep messages under 20 seconds: business name, phone number, one clear reason to call back
  • Avoid mentioning pricing or urgency language in voicemails — it triggers spam filters
EXAMPLE
"Hi, this is Luna calling from [Business]. We have some exciting news for you — give us a call back at [Number] when you get a chance. Talk soon, goodbye!"
Voicemail Outbound
⚠️
Voice
Use Disclaimers Strategically
The voice disclaimer plays at the very start of every call, before the greeting. Use it wisely — it can build trust or kill the conversation before it starts.
  • For medical or emergency-adjacent businesses: "If this is an emergency, please hang up and call 9-1-1."
  • Keep it under 8 seconds — callers will hang up if it feels like legal padding
  • Leave blank entirely if your business doesn't require one
Compliance Disclaimer
Category 03

Knowledge Base Mastery

The quality of your agent's answers is directly tied to what you put in. Garbage in, garbage out — diamond in, diamond out.

🧠
Knowledge
Active Memory vs. RAG — Know the Difference
Every field marked "observed each turn" is loaded into the agent's working memory on every conversational exchange — this includes Products, FAQ, Specials, and Additional Details. Keep these tight.
  • Active memory fields: keep under 2,000 characters total for best performance
  • Large catalogs, menus, policy docs → use RAG (text or website scraper)
  • RAG content is retrieved only when relevant — it doesn't bloat every conversation
PRO TIP
Think of active memory as what's on the table, and RAG as what's in the filing cabinet. The agent only goes to the cabinet when needed.
Knowledge Base RAG
📋
Knowledge
Write FAQs in Conversation Format
FAQs perform significantly better when written as exact conversational exchanges the agent can model its responses on — not just bullet facts.
  • Format: Question → then > Response on a new line
  • Include the emotional tone you want: "Thank you for calling. We take this seriously..."
  • For complaints and cancellation requests, write responses that de-escalate and provide an alternative before giving up the sale
FAQ Scripting
🌐
Knowledge
Use the Website Scraper Smart
The RAG website scraper is powerful but takes 10+ minutes to process. Feed it specific pages with targeted objectives — don't just dump your homepage.
  • Add pages one by one for large sites: /services, /pricing, /faq separately
  • Always include an Objective and Keywords for each URL — this guides what gets extracted
  • Use the reset switch before re-scraping an updated page to avoid duplicate or stale data
PRO TIP
After scraping, call the agent and ask about a specific piece of information from the page to confirm it was ingested correctly.
RAG Websites
🚫
Knowledge
Always List What You Don't Offer
The "Unavailable Products & Services" field prevents one of the most common agent failures — confidently describing a service you don't actually provide.
  • A dental practice that doesn't do cleanings: list it explicitly
  • A restaurant that stopped serving brunch: add it here immediately
  • Think about the top 3 things callers ask for that you can't do — block all of them
Products Accuracy
Category 04

Outbound Campaigns

Running outbound at scale requires clean data, clear call reasons, and smart follow-up sequences. Here's how to maximize pickup and conversion rates.

📊
Outbound
CSV Data Quality Is Everything
Your outbound campaign is only as good as the data you load. Dirty data means failed calls, wasted minutes, and confused agents.
  • Always include the country code in every phone number — without it, calls won't connect
  • No duplicate phone numbers in the CSV — this breaks call tracking and creates double-dials
  • Keep the "Reason to Call" column concise but specific — 1–2 sentences max
  • Use descriptive reasons: "Follow up on demo interest from last Tuesday. Ask if they reviewed the proposal."
CSV Data Quality
🔁
Outbound
Build a Lead Nurturing Sequence
The most overlooked setting in outbound is Lead Nurturing. Agents can automatically follow up after a successful CTA without any manual work.
  • Appointment reminder SMS 4 hours before is one of the highest-ROI automations available
  • A follow-up call 24 hours after an appointment asking for feedback signals professionalism and generates reviews
  • Write nurturing instructions as direct commands starting with >
EXAMPLE SEQUENCE
> Send SMS 4 hours before booking
> Call 1 day after appointment, ask for feedback
> Send review request SMS 3 days later
Nurturing Automation
🎯
Outbound
Qualification Criteria Protect Your Pipeline
Without qualification criteria, your agent will try to book every person who answers — including completely unqualified leads. This wastes everyone's time and inflates your calendar with no-shows.
  • Start with 2–3 hard disqualifiers: "If not a decision maker, do NOT qualify"
  • Use pre-sale questions to gather context before the qualifying stage
  • Define exactly what happens on a fail: relay to manager, end call, or offer alternative resource
Qualification Sales
🏆
Outbound
Enable Instant Callback on Abort
When a call drops due to a connection issue, the lead goes cold fast. Instant Callback on Abort automatically redials once — catching leads who got disconnected before the conversation even started.
  • Turn this on for all outbound campaigns — it recovers 5–15% of aborted connections
  • Works best for cold outbound where callers may not recognize your number and hang up on the first ring
PRO TIP
Pair with a strong voicemail message so that even if the second attempt goes to voicemail, you leave a compelling reason to call back.
Outbound Recovery
Category 05

Reporting & Analytics

Your agent generates intelligence after every conversation. Here's how to capture, route, and use that data to grow your business.

📧
Reporting
Session Reports Are Your Sales CRM
Every conversation ends with a session report. Think of these as AI-generated sales notes that land in your inbox automatically — no manual entry required.
  • Include user name, phone, email, and a 40-word summary in every report template
  • Use the subject line format to sort leads visually: "BOOKING: [Name] [Phone] — [summary]"
  • Route different intent types to different email addresses using the Criteria Template
PRO TIP
Set up separate email addresses per intent type (bookings@, emergencies@, cancellations@) so your team can triage instantly without reading every email.
Reports CRM
💬
Reporting
SMS Reports for Urgent Intents Only
SMS reports are interruptive — use them surgically. Sending an SMS for every conversation will cause alert fatigue and managers will start ignoring them.
  • Reserve SMS reports for emergency calls, large reservations, and urgent manager requests
  • Standard bookings and info requests → email only
  • You can CC additional phone numbers in the SMS criteria if multiple staff need to be alerted
SMS Alerts
📈
Reporting
Set Realistic ASR Metrics
The ASR (Average Session Revenue) metrics calculate your agent's estimated ROI. Accurate numbers here give you and your clients a clear picture of the agent's financial impact.
  • Average Lead Value: total contract value for dental, (avg service cost × avg frequency) for recurring businesses
  • Conversion Ratio: start conservative — 15–25% is realistic for most industries
  • Set to Overflow if the agent only handles spillover from a human team
ASR ROI
📩
Reporting
Promotional SMS — One Shot at Retention
The post-session promotional SMS is sent automatically after every conversation ends. It's one of the highest-ROI touchpoints in the entire platform — a warm, personalized message to someone who just spoke with your brand.
  • Include a clear value prop and a link — never just "thanks for calling"
  • For B2B: link to a case study or booking page
  • For B2C: offer a discount code or loyalty link
  • Keep it under 160 characters to avoid MMS fallback
Promo SMS Retention
Category 06

Advanced Tricks

For power users ready to push the platform further. These optimizations separate good agents from great ones.

🔧
Advanced
Common Phone Numbers for Shared Lines
If multiple employees share a phone (hotel front desk, reception, call center), the agent would normally treat all their calls as one persona. The Common Phone Numbers field fixes this.
  • Add the shared number to the list — each call from it creates a fresh, anonymous persona
  • Your own IntelAgent AI phone number can also go here
  • Format as a JSON array: ["13334445556", "12223334455"]
Personas Enterprise
🌍
Advanced
Language Restriction Is a Safety Net
The agent can detect and switch languages in chat by default. For businesses that operate in a single language or have compliance requirements, this can cause problems.
  • Use the Restricted Languages field to block specific languages: ["Russian", "Chinese"]
  • Leave empty [ ] if you want full multilingual support
  • Voice calls have limited auto-switch support — verify your primary language is fully supported before going live
Language Compliance
💰
Advanced
Control How Pricing Is Communicated
The Pricing Constraint field gives you fine-grained control over how and when the agent quotes prices — preventing commitment errors before a human reviews the deal.
  • "Always mention that actual prices may differ" — ideal for service businesses with custom quotes
  • "Do not quote prices — direct all pricing questions to a human" — ideal for enterprise sales
  • Pair with a transfer criteria entry so price questions get routed to the right person
Pricing Sales
📓
Advanced
Use Free Notes as a Change Log
The Free Notes field is invisible to the agent but invaluable for your team. Treat it as a running change log so anyone who touches the agent configuration knows exactly what was done and why.
  • Date-stamp every entry: [2025-06-01] Updated FAQ — added cancellation policy
  • Log all escalation number changes with the reason
  • Use it to record support tickets and resolutions for faster debugging next time
Operations Team
Reference

Field Priority Quick Reference

Every configuration field has a Tier (A, B, or C). Here's what each means and which fields to tackle first.

Tier Priority Description Key Fields
A Critical Required for agent to function correctly. Without these, the agent will behave incorrectly, refuse to transfer calls, or fail to send reports. business_name industry working_hours timezone public_phone manager_email
B Recommended Strongly recommended for production agents. Controls tone, reporting format, messaging content, and transfer criteria. Agents without these will be generic. chat_style voice_style report_content transfer_criteria sms_content promo_sms
C Optional Advanced settings for power users and edge cases. Set these after your agent is live and you've identified specific optimization opportunities. sms_provider language_restricted common_phones
Field Checklist

Launch-Ready Checklist

✓ Field / Setting Why It Matters Common Mistake
☐ Industry locked in Defines all agent intelligence — can't change post-launch Selecting a generic industry that doesn't fit
☐ Working hours + timezone Controls all scheduling, transfer, and time-based logic Wrong timezone causing night-time calls to transfer to daytime line
☐ Public vs escalation phone separate Prevents recursive call loops Using the same number for both
☐ Greeting phrase tested live First impression on every call Never calling the agent before going live
☐ FAQ covers top 5 caller questions Eliminates most transfer requests immediately Leaving FAQ blank and hoping for the best
☐ Manager email receiving reports Your lead capture pipeline depends on it Email goes to spam — test with a manual session trigger
☐ Voicemail instruction ends with "goodbye" Prevents 30-second silent holdover after voicemail Agent stays on line long after leaving message
Getting Started

Your Path to a Live Agent

From blank template to deployed AI workforce in four steps.

01
Fill the Template
Use the Train Your Agent builder to complete all Tier A fields. Takes about 20 minutes for a complete configuration.
02
Export & Submit
Export your JSON config and send it to your IntelAgent setup team. They'll review, load it, and provision your agent.
03
Test Live
Call your agent, run through your top 5 scenarios, and verify transfer behavior, report delivery, and greeting quality before launch.
04
Optimize
Review session reports weekly. Update FAQs based on what callers actually ask. Add RAG content as your business grows.
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