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Agents

An agent is a configurable AI that answers and places calls for you. Each agent has its own voice, behaviour, phone number, and integrations, and lives inside a workspace. You can run several agents side by side — for example one for sales and one for support.

Anatomy of a Chatley agent — voice, behaviour, knowledge base, phone number, actions, and an optional workflow

Create an agent​

  1. Open the workspace where the agent should live.
  2. Go to Agents and start a new agent (the setup assistant walks you through the basics like your name and business name).
  3. Give it a clear name so you can tell your agents apart later.

Configure an agent​

Open an agent from the workspace to edit its settings. The main things you can configure:

  • Voice — pick the voice your agent speaks with.
  • Behaviour — the prompt/instructions that shape how the agent talks, what it knows, and what it should do on a call.
  • Knowledge base — attach files or sources so the agent can answer questions about your business.
  • Phone number — assign a number so the agent can take inbound calls and place outbound ones. See Inbound and Outbound.
  • Actions — post-call SMS, integrations, and other automations. See Inbound SMS (Twilio) and Webhooks.
note

Some capabilities depend on your plan. If an option is unavailable, check your subscription in Account → Plan.

Workflows​

For more advanced call handling you can drive an agent with a workflow — a visual flow that decides what happens at each step of a call. Attach a workflow to an agent when you need branching logic beyond a single prompt.

Test your agent​

Once configured, try the agent immediately:

Next steps​

  • Inbound — let your agent answer calls and messages.
  • Outbound — place single test calls or run campaigns.
  • Getting started — the basics of workspaces and agents.