Call Routines

A call routine defines everything about how your AI agent behaves on the phone — who they are, what they say, and what actions they can take.

Templates vs. Custom

During fleet creation, you can choose from 4 pre-built templates or build a routine from scratch. Templates come pre-configured with a persona, greeting, CTAs, and compliance statements — but every field is fully editable.

Routine Editor

The routine editor appears in the fleet creation wizard when you select a template or choose "Create from scratch." It has five collapsible sections:

Persona

Define your agent's identity. The persona shapes the AI's tone and behavior throughout the entire call.

• Name — What the agent calls itself (e.g., "Sarah")
• Role — Job title (e.g., "Billing Specialist")
• Company — Organization name used in the greeting
• Personality — Tone and demeanor description

Greeting

The opening line your agent speaks when answering or placing a call. This is the first thing the caller hears, so it should include any required compliance disclosures.

Conversation Guidelines

Free-form instructions that guide the AI's behavior. Write these as if you were training a new employee: what to do, what not to do, how to handle common situations.

Call-to-Actions (CTAs)

Actions your agent can take during a call. Each CTA has:

• Label — What the action is called (e.g., "Send Payment Link")
• Type — Payment, Schedule, Transfer, Escalate, SMS Link, or Custom
• Confirmation script — What the agent says when performing the action
• Trigger phrases — Keywords that activate this CTA automatically

Compliance Statements

Required legal disclosures. The opening statement is for call recording disclosure. The mini-Miranda is required for debt collection calls. You can also add custom compliance statements for industry-specific requirements.