Creating your AI agent

• Any member of your clinic’s account can create an AI agent.
• Think about the agent’s main job: answering patients’ questions, booking appointments, or calling patients with reminders. You pick a starting point for that job.
• A new agent doesn’t answer any calls until you link it to a phone number. You can take your time to set it up and try it first.

1. In the menu on the left, click Voice Agents.
2. At the top of the My Agents list, click + Agent. If a partner set up your clinic, + Agent offers Create from Wizard, a guided setup from your partner, and Create from Scratch, which opens the window described here.
3. The Create Your Voice Agent window opens. Next to Agent language, choose the language your patients speak. See “Which language to choose” below.
4. Click the starting point closest to the agent’s job. See “Which starting point to choose” below. A green Selected bar appears on it.
5. Click Create Agent. The agent is created right away. It appears in My Agents with the first name shown on the card, such as Mia, and its settings open on the right.
6. On the Voice Agent tab, under What should we call your Voice Agent?, type a name your team will recognize, such as “Main line” or “Reminder calls”. Use 40 characters or fewer.
7. Click Save Settings at the bottom right. Nothing you change on this screen is kept until you click it.

The name you type is for your team. It shows in your list of agents and in the Agent column of your call list. Patients don’t hear it: the agent introduces itself with the name written in its greeting and its instructions.

• English or French: the agent listens and speaks in that language only.
• Multilingual EN → FR: the agent starts in English and switches to French if the patient speaks French or asks for it.
• Multilingual FR → EN: the agent starts in French and switches to English the same way.

You can change the language and the voice later. See Choosing a voice and language.

Each card shows a first name, such as Mia, and a short description. The starting point fills in the agent’s greeting and instructions for that job.

• Customer Support (Amy): answers general questions, such as your hours, address, parking and services. It doesn’t book appointments.
• Appointment & Booking (Mia): helps patients book, move, confirm or cancel an appointment. To book in your clinic’s schedule, your IT team must first connect the agent to your scheduling software (see Connecting your clinic software).
• Reminder & Follow-ups (Emma): calls patients before their appointment. Use it for reminder and follow-up call campaigns.
• Triage & Intelligent Call Routing (Celine): finds out what the caller needs and sends the call to the right person. To pass calls, the agent needs a call transfer action. See Passing calls to the front desk or a colleague.
• Feedback Gatherer (Sophie): calls patients after a visit to ask a few short questions about it.
• Start from Scratch (Owen in English, Laurent in French): an almost empty agent. You write all its instructions yourself.

Every starting point except Start from Scratch is written for a made-up clinic, such as “AlloMia Health Center”, with made-up doctors, address, hours, insurers and fees. Patients will hear them if you leave them in.

1. Click the Workflow tab and read the agent’s instructions from top to bottom. Replace the example clinic’s name, doctors, address, hours, services and fees with yours, or remove them. See Writing instructions for your AI agent.
2. Remove any line that offers to take a voicemail or a message. Your AI agent can’t take messages.
3. Click the Conversation tab. Change the clinic name in the Greeting Message and in the End Call Message. See Changing how your AI agent answers the phone.
4. Click Save Settings.

If you don’t see the Workflow tab, a partner manages your agent’s instructions. Ask them to make these changes.

Your agent exists, but it doesn’t answer calls yet. Go through these steps in order:

1. Write its instructions: who it is, what it helps with and what it must never do. See Writing instructions for your AI agent.
2. Choose its voice. See Choosing a voice and language.
3. Check its greeting, the first thing patients hear. See Changing how your AI agent answers the phone.
4. Turn on what it can do during a call, such as reading your clinic documents or passing calls to the front desk. See Turning actions on or off for your AI agent and Letting your AI agent read your clinic documents.
5. Try it yourself with Speak with Agent. See Trying your AI agent yourself.
6. When you’re happy with it, link it to your clinic’s phone number. See Choosing which AI agent answers a number.

• Create Agent is grey: click a starting point first.
• Your changes are gone: you left the agent or the page before you clicked Save Settings. The screen doesn’t warn you. Make the changes again and save.
• The agent still names “AlloMia Health Center”: check the instructions on the Workflow tab and both messages on the Conversation tab, then save and test again.
• You created an agent by mistake: delete it. See Copying or deleting an AI agent.