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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, chatting with website visitors, and handling email conversations.
Agents list
Creating a new agent

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Agent Capabilities

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Inbound Calls

  • Answer calls with a natural greeting
  • Engage in human-like conversation
  • Multilingual support — detect and match the caller’s language
  • 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
  • Multilingual support — respond in the sender’s language
  • 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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Email

  • Connect Gmail accounts to agents
  • Monitor and respond to incoming emails
  • Three modes: Off, Draft (review before sending), Auto (automatic replies)
  • Contact enrichment from email senders
  • Full email threads viewable in inbox
See Email Integration for setup details.

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Agent Configuration

Agent detail configuration
Agent configure tab scroll

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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”)
LanguageLanguage for voice calls and SMS responses (English, Multilingual, French, Spanish, German)

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Language

Set the language your agent uses for voice calls and SMS responses.
OptionBehavior
EnglishAgent responds in English (default)
MultilingualAgent detects the caller’s or sender’s language and responds in kind
FrenchAgent always responds in French
SpanishAgent always responds in Spanish
GermanAgent always responds in German
Multilingual mode is ideal for businesses serving diverse communities. The agent will start in English on voice calls and switch if the caller speaks another language. For SMS, it detects the language of each incoming message automatically.

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Voice Settings

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Voice Selection

Choose from 30 AI voices across two providers. Each voice card shows an avatar, audio preview, and trait tags (accent, tone, age, use case, and supported languages). OpenAI Voices (6 options):
  • Alloy, Echo, Fable, Nova, Onyx, Shimmer
  • All support 50+ languages with auto-detection
ElevenLabs Voices (24 options):
  • Rachel, Sarah, Elli, Josh, Lily, Brian, Daniel, Eric, Jessica, Matilda, Roger, Laura, Charlie, George, Callum, River, Harry, Liam, Alice, Will, Bella, Chris, Adam, Bill
  • Accents: American, British, Australian
  • Most voices support multiple languages (French, German, Spanish, Chinese, Arabic, Hindi, Japanese, and more)

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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 using ElevenLabs Multilingual v2 (preserves your natural accent)
  3. Preview the cloned voice directly in the voice selector
  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

Agent prompt tab
Agent prompt scroll
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

Agent schedule tab
Agent schedule scroll
Configure when your agent is available:

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Call Schedule

Set business hours for phone calls:
  • Enable/disable each day of the week
  • Set start and end times per day (e.g., Monday 9:00 AM - 5:00 PM)
Outside scheduled hours:
  • With forwarding number: Calls are routed to the agent, which greets the caller and transfers them to your after-hours forwarding number
  • Without forwarding number: Callers hear “This Magpipe agent is currently off duty” and the call ends

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SMS Schedule

Set hours for SMS responses:
  • Configure independently from call schedule
  • Enable/disable each day with custom hours
Outside scheduled hours:
  • With forwarding number: The inbound message is forwarded to your after-hours SMS number, and the sender receives an off-duty message
  • Without forwarding number: The sender receives “This Magpipe agent is currently off duty”

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After-Hours Forwarding

Configure forwarding numbers in the Schedule Settings section:
  • After-Hours Call Forwarding: Phone number to transfer calls to outside business hours
  • After-Hours SMS Forwarding: Phone number to forward text messages to outside business hours
Leave these empty to simply play the off-duty message.

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Timezone

Select your business timezone for accurate scheduling.

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Deployment

Agent deployment tab
Assigning a number

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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/texts
One agent can be assigned to multiple numbers. Voice and text routing are independent — a phone number can have one voice agent for calls and a separate text agent for SMS at the same time. This lets you use specialized agents for each channel.
  • Voice agents (inbound/outbound) assign to the number’s voice slot
  • Text agents assign to the number’s text slot

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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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Email

Connect a Gmail account to let your agent handle email:
  1. Go to Agent Detail → Deploy tab
  2. Click Connect Gmail in the Email section
  3. Authorize access via Google OAuth
  4. Configure agent mode (Off, Draft, or Auto)
See Email Integration 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

Agent knowledge tab
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 via the Settings tab or API
To disable recording for an agent, toggle Record calls off in the agent’s Settings tab, or use the API: 
curl -X POST https://api.magpipe.ai/functions/v1/update-agent \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"agent_id": "YOUR_AGENT_ID", "recording_enabled": false}'
The recording_enabled field applies to both inbound calls routed to the agent and outbound calls placed using the agent’s number. It defaults to true.
Agent analytics tab

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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 forwarding numbers for calls and SMS, or let the off-duty message handle it
  3. Update for holidays: Adjust schedule as needed

Create Your First Agent

Step-by-step setup guide

Email Integration

Connect Gmail to your agent

Voice Cloning

Create custom voice clones