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Overview

AI Agents are the core of Magpipe. Each agent is a fully customizable AI assistant with its own personality, voice, knowledge, and behavior. Agents can handle multiple communication channels simultaneously - answering phone calls, responding to SMS messages, and chatting with website visitors.

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Agent Capabilities

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Inbound Calls

  • Answer calls with a natural greeting
  • Engage in human-like conversation
  • Answer questions using knowledge base
  • Book appointments via calendar integration
  • Transfer calls to humans when needed
  • Take messages and send follow-up SMS
  • Handle multiple concurrent calls

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Outbound Calls

  • Make AI-powered outbound calls
  • Appointment reminders and confirmations
  • Follow-up calls with leads
  • Sales and marketing campaigns
  • Custom call scripts and goals
  • Bulk calling with contact lists

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SMS Messaging

  • Respond to inbound SMS intelligently
  • Send AI-generated replies with context
  • Handle opt-out requests automatically
  • Support MMS with images
  • Schedule messages for later
  • Bulk SMS campaigns

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Website Chat

  • Real-time chat widget
  • AI-powered responses
  • Human handoff capability
  • Visitor information collection
  • Custom welcome messages

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Agent Configuration

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Basic Settings

SettingDescription
NameDisplay name shown in dashboard and to team members
AvatarUpload a custom avatar image for the agent
OrganizationBusiness name the agent represents
Owner NamePerson’s name the agent acts on behalf of
RoleAgent’s job title (e.g., “Receptionist”, “Sales Rep”)

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Voice Settings

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Voice Selection

Choose from 25+ AI voices across two providers: OpenAI Voices (6 options):
  • Alloy - Neutral, professional
  • Echo - Warm, friendly
  • Fable - Expressive, dynamic
  • Onyx - Deep, authoritative
  • Nova - Bright, energetic
  • Shimmer - Soft, calm
ElevenLabs Voices (20+ options):
  • Professional male and female voices
  • Various accents (American, British, Australian)
  • Different tones and personalities

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Voice Cloning

Create a custom voice clone from audio samples:
  1. Upload 1-3 minutes of clean audio
  2. System generates a voice model
  3. Preview the cloned voice
  4. Use for your agent’s calls
Voice cloning requires the Pro plan and uses ElevenLabs technology.

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Voice Speed

Adjust speech rate from 0.5x to 2.0x (default: 1.0x)

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System Prompts

The system prompt defines your agent’s personality, knowledge, and behavior. This is the most critical configuration for customizing how your agent responds.

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Inbound Prompt

Used when answering incoming calls: 
You are Sarah, a friendly receptionist for Acme Dental Clinic.

ABOUT THE BUSINESS:
- Full-service dental clinic offering cleanings, fillings, crowns, implants, and whitening
- Located at 123 Main Street, Suite 100, Vancouver BC
- Open Monday-Friday 9am-5pm, Saturday 9am-1pm
- Dr. Smith (general dentistry) and Dr. Johnson (cosmetic dentistry)

YOUR RESPONSIBILITIES:
- Answer questions about services and pricing
- Help callers schedule appointments
- Provide directions and parking information
- Take messages for callbacks
- Transfer urgent calls to the office manager

BEHAVIOR GUIDELINES:
- Always be warm, professional, and helpful
- If you don't know something, offer to have someone call them back
- For emergencies, advise calling 911 or going to urgent care
- Confirm caller's name and phone number before ending calls

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Outbound Prompt

Used when making outbound calls: 
You are Sarah calling from Acme Dental to confirm appointments.

YOUR TASK:
- Confirm the caller's appointment date and time
- Ask if they have any questions before their visit
- Remind them of what to bring (ID, insurance card)
- Offer to reschedule if needed

CONVERSATION FLOW:
1. Introduce yourself and the clinic
2. State the appointment details
3. Ask for confirmation
4. Provide any reminders
5. Thank them and end the call

IMPORTANT:
- Be brief and respectful of their time
- If no answer, leave a voicemail
- If they want to reschedule, offer available times

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Call Handling

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Greeting

The first thing your agent says when answering: 
Hello, thank you for calling Acme Dental. This is Sarah, how can I help you today?

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End Call Phrases

Phrases that trigger automatic call termination:
  • “goodbye”
  • “bye bye”
  • “have a nice day”
  • “talk to you later”

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Max Call Duration

Set a maximum call length (60 seconds to 60 minutes). Calls automatically end after this duration with a polite message.

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Transfer Number

Phone number for transferring calls to a human:
  • Caller requests transfer
  • Agent can’t help with request
  • Emergency situations

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Schedule

Configure when your agent is available:

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Call Schedule

Set business hours for phone calls:
  • Monday: 9:00 AM - 5:00 PM
  • Tuesday: 9:00 AM - 5:00 PM
  • etc.
Outside scheduled hours:
  • Calls can go to voicemail
  • Play a custom closed message
  • Forward to an after-hours number

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SMS Schedule

Set hours for SMS responses:
  • Same as call schedule or different
  • Outside hours, messages queue for later
  • Or respond 24/7

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Timezone

Select your business timezone for accurate scheduling.

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Deployment

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Phone Numbers

Assign your agent to one or more phone numbers:
  1. Go to Agent Detail → Deploy tab
  2. Click Assign Number
  3. Select from your provisioned numbers
  4. Agent immediately starts handling calls
One agent can be assigned to multiple numbers. Each number can only have one agent.

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Chat Widget

Deploy your agent to a website chat widget:
  1. Go to Agent Detail → Deploy tab
  2. Click Create Widget in the Web Chat section
  3. Customize appearance (color, position, messages)
  4. Copy the embed code
  5. Paste into your website before </body>
See Chat Widget for detailed configuration.

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Multiple Agents

Create multiple agents for different purposes:

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Use Cases

  • Receptionist Agent: General inquiries and routing
  • Sales Agent: Lead qualification and demos
  • Support Agent: Technical help and troubleshooting
  • Appointment Agent: Scheduling specialist

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Default Agent

Mark one agent as default. This agent handles:
  • Calls to numbers without assigned agents
  • Fallback when primary agent unavailable

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Agent-Specific Numbers

Assign different phone numbers to different agents:
  • Main line → Receptionist Agent
  • Sales line → Sales Agent
  • Support line → Support Agent

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Advanced Features

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Knowledge Base Integration

Connect your agent to knowledge sources for accurate answers:
  • Add website URLs
  • Upload documents
  • Custom content
The agent automatically searches relevant knowledge during conversations. See Knowledge Base for details.

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Calendar Integration

Let your agent book appointments:
  1. Connect Cal.com in Apps
  2. Agent can check availability
  3. Agent books appointments for callers
  4. Confirmations sent automatically

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Call Recording

All calls are recorded by default:
  • Recordings stored securely
  • Available in inbox and via API
  • Transcripts generated automatically
  • Can be disabled per agent

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Sentiment Analysis

AI analyzes each conversation:
  • Positive: Happy, satisfied caller
  • Neutral: Standard interaction
  • Negative: Frustrated or upset caller
Use sentiment to prioritize follow-ups.

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Call Summaries

AI generates summaries after each call:
  • Key points discussed
  • Action items identified
  • Caller intent and outcome

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Best Practices

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System Prompts

  1. Be specific: Include exact business details
  2. Set boundaries: Define what agent can/cannot do
  3. Include examples: Show desired conversation patterns
  4. Test thoroughly: Make test calls before going live

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Voice Selection

  1. Match your brand: Professional business = professional voice
  2. Consider audience: Age, industry, expectations
  3. Test with users: Get feedback on voice choice

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Scheduling

  1. Set realistic hours: Match actual availability
  2. Handle after-hours: Configure voicemail or forwarding
  3. Update for holidays: Adjust schedule as needed

Create Your First Agent

Step-by-step setup guide

Voice Cloning

Create custom voice clones