Set up your agent

Your agent should know enough to help a caller and recognize when a person needs to take over. Start with the business questionnaire, then review the settings it creates.

Business details and hours

Confirm your business name, service area, timezone, and regular opening hours. Include what happens outside those hours: take a message, give an expected response window, or transfer to a reachable destination. Avoid promising an exact response time unless your team can meet it.

Set each day to Closed, Open 24 hours, or Custom hours. A day that is open 24 hours runs straight into the next day when that day also opens at midnight, so a 24/7 week has no gap overnight. Holiday closures still apply.

To repeat a schedule, use Copy hours on a day and tick the days to copy it to, or use Weekdays or All other days. The dialog names the days whose hours will be replaced before you apply it.

Business hours guide the conversation. They do not automatically change your phone provider’s forwarding schedule. Configure scheduled forwarding with your provider if you need it.

Greeting and questions

Keep the greeting short. Tell callers which business they reached and ask what they need. Collect only details your team uses, such as the caller’s name, callback number, service needed, and preferred time to respond. Ask one question at a time.

A repair business might ask which appliance needs attention and whether the customer is in its service area. Avoid collecting payment-card details, passwords, or sensitive personal information in a general intake conversation.

Knowledge and answers

Add current service descriptions, policies, and frequently asked questions in the knowledge area. Use focused documents with clear headings. When a source changes, update or replace it and test the affected answer again.

If an answer depends on an inspection or a person approving it, state that explicitly. A price range is different from a guaranteed quote. An appointment request is different from a confirmed booking.

Connected knowledge sources appear only when available to your account. See integration availability before relying on an external source.

Guardrails

Write down what the agent may say and when it should take a message or request a transfer. Cover unknown answers, emergencies, abusive calls, requests outside your service area, and requests to speak with a person. Xaller.ai is not an emergency service.

Save and verify

Save the changes, then make a test call. Ask one question covered by the knowledge, one question outside it, and one question that crosses a guardrail. Review the transcript and adjust source information rather than adding conflicting instructions.