Question 1

How many AI Agents can I have?

Accepted Answer

AI Agent allocation is custom based on your enterprise agreement. Contact your account manager to request additional AI Agents or discuss your allocation.

Question 2

What templates are available?

Accepted Answer

Three templates are available: Customer Support (for answering questions and creating tickets), Appointment Scheduler (for booking appointments and managing calendars), and Property Management (for handling tenant calls and maintenance requests). Each template comes with pre-configured system instructions you can customize.

Question 3

What languages are supported?

Accepted Answer

AI Agents support 13 languages: English (US and UK), Spanish, French, German, Italian, Dutch, Portuguese, Polish, Swedish, Danish, Norwegian, and Finnish. Each language has multiple voice options.

Question 4

How do I change my AI Agent's voice?

Accepted Answer

Go to Call Agents, click on the AI Agent, find the Voice section, select your language, browse available voices and click the play button to preview, then click Save Changes. Over 110 AI voices are available across 13 languages.

Question 5

What voices are available?

Accepted Answer

Staffify offers 110+ AI voices across 13 languages. English US female voices include Asteria, Luna, Athena, Aurora, Hera, Jenny, Aria, and more. English US male voices include Zeus, Orion, Apollo, Atlas, Hermes, Davis, and more. Similar variety is available for all other supported languages.

Question 6

Can I adjust speaking speed?

Accepted Answer

Yes. Speaking Rate can be set to Slow (0.8x), Normal (1.0x), Fast (1.3x), or a custom rate from 0.5x to 2.0x. Response Speed can be set to Immediate (minimal pauses), Balanced (recommended, natural flow), or Patient (waits longer for the customer to finish speaking).

Question 7

How do I customize what my AI Agent says?

Accepted Answer

Set a Greeting Message (the first thing the AI says when answering a call) and a System Prompt (detailed instructions for how the AI should behave including personality, tone, rules, scenario handling, and escalation rules). Each template comes with pre-written instructions you can customize.

Question 8

What is a System Prompt?

Accepted Answer

The System Prompt is a set of instructions that tells your AI Agent how to behave. A good system prompt includes role definition, available actions, response guidelines, boundaries (what the AI should not do), and escalation rules for when to transfer to a human.

Question 9

Can my AI Agent schedule appointments?

Accepted Answer

Yes. Use the Appointment Scheduler template or enable scheduling on any AI Agent. Configure booking duration, calendar group, booking window, email and SMS confirmations, and allow cancellation and rescheduling options. The AI connects to Google Calendar to check availability.

Question 10

Can my AI Agent transfer calls to humans?

Accepted Answer

Yes. Set a transfer phone number and configure the transfer policy: Always Available (AI proactively offers transfer, 40-60% of calls), Balanced (solves issues first, transfers when needed, recommended, 15-25% of calls), or Conservative (tries everything before transferring, 5-10% of calls). A transfer queue with hold music is also available.

Question 11

How do I set business hours for my AI Agent?

Accepted Answer

Edit your AI Agent, find the Business Hours section, enable the toggle, select your timezone from 40+ options, and set open/closed status and start/end times for each day Monday through Sunday. Configure an after-hours message for callers outside business hours.

Question 12

How many concurrent calls can my AI handle?

Accepted Answer

Concurrent call limits are custom based on your enterprise agreement. When all lines are busy, overflow actions include playing a busy message (free), queuing the caller with hold music, or rejecting the call. Contact your account manager to discuss limits.

Question 13

Can the AI end calls automatically?

Accepted Answer

Yes. Enable AI End Call to have the AI gracefully end calls after inactivity for 2, 3, 5, or 10 minutes. The AI asks for confirmation before hanging up and can also end calls with abusive callers after giving a warning.

Question 14

Can my AI Agent create support tickets?

Accepted Answer

Yes. Use the Customer Support template to enable ticket creation. Configure default priority, escalation keywords, max interactions before creating a ticket, and whether to require email collection. The AI can also look up existing tickets and mark them resolved.

Question 15

What is the Property Management template?

Accepted Answer

The Property Management template is designed for residential property managers and includes tenant lookup, emergency escalation (recognizes flooding, fire, gas leak, no heat, sewage, break-in, CO), knowledge base access, and call transfer. Optional features include maintenance request handling.

Question 16

How do I connect a Knowledge Base?

Accepted Answer

Edit your AI Agent, find the Knowledge Base section, select one or more Knowledge Bases from the list, and save changes. The AI searches the knowledge base when customers ask questions and uses relevant information to formulate responses.

Question 17

Can I connect custom integrations?

Accepted Answer

Yes. Configure integrations in Settings, then edit your AI Agent and find the Custom Integrations section to enable specific actions. Custom actions can look up data from external systems, modify records, and trigger workflows during calls.

Question 18

Can I have different AI Agents for different purposes?

Accepted Answer

Yes. Many businesses create specialized AI Agents such as a Sales AI for inquiries and lead qualification, a Support AI for questions and tickets, an Appointment AI for scheduling, an After-hours AI for taking messages, and a Property AI for tenant calls. Each can have different voices, languages, personalities, and instructions.

Question 19

How do I delete an AI Agent?

Accepted Answer

Go to Call Agents, find the AI Agent, click the ... menu, click Delete, and confirm the deletion. This action cannot be undone. Any phone numbers assigned to this AI Agent will become unassigned.

Question 20

Why isn't my AI Agent answering calls?

Accepted Answer

Check these common issues: no phone number is assigned, the AI Agent status is not Active, the phone number is pending verification, calls are outside business hours, or you have reached your concurrent call limit. Check Call Logs for error details if issues persist.

Question 21

How do I test my AI Agent?

Accepted Answer

Call the assigned phone number yourself to hear the greeting, test scenarios, check voice and speaking speed, verify transfers, and test appointment booking and ticket creation. After the call, check Call Logs to see the transcript, AI summary, and sentiment analysis.

Question 22

What information does the AI collect?

Accepted Answer

The AI automatically collects the caller phone number from caller ID, the call recording (if enabled), and a transcript of the conversation. Optionally it can collect email address, name, appointment details, and ticket information. The AI never asks for passwords, payment information, or social security numbers.

Question 23

How do I request changes to my AI Agent allocation?

Accepted Answer

Contact your dedicated account manager, discuss your updated requirements, and your account manager will prepare an amendment. Changes take effect upon mutual agreement. Call history and settings are always preserved.