Quick Answer: Follow a ten-step workflow—check prerequisites, create the bot as “Voice bot”, configure identity, upload Knowledge Base, add functions, craft the System Prompt, set escalation, tune advanced settings, then publish or save a draft.

0. Prerequisites Checklist

Item                        Why Needed                              Priya’s Example
Bot identity               Mandatory greeting                      “Kavya from SwiftKart”
Knowledge Base files       Answers FAQs                            Return Policy PDF, Order FAQ
Department extensions      Transfers & escalation                  Logistics 101, Support 102

1. Access Flags & Role Permissions

• Account-level flags:

  ai_bot

  (shows module) and

  voice_bot

  (enables creation).
• Default access: Owner, Admin, Manager. Call Agent needs manual “AI Bot” permission under Settings › Permissions.

2. Create the Bot

1. Navigate: Bot Module → “+ Create new bot”.
2. Enter internal name, e.g.

   SwiftKart_SupportBot_Evening

   .
3. Select “Voice bot”. Warning: type is locked forever. Wrong choice → delete and recreate.

3. Configure Identity & Persona

• Bot Name & Identity (caller hears): max 50 chars. “Kavya from SwiftKart”.
• Primary Role (single select): Customer Support Agent, Receptionist Agent, Lead Qualification Agent, Appointment Scheduler Agent, Information Gatherer Agent, or Custom (50 chars).
• Tones: pick 1-5; each ≤20 chars. SwiftKart chose Friendly, Helpful, Professional.
• Voice Profile: one of 12 Indian voices; preview first—Shruti chosen.
• Language Mode: English Only, Hinglish, Dynamic Multilingual. SwiftKart → Hinglish.

4. Upload the Knowledge Base

• Drag-and-drop PDFs or .txt. Status badge moves from “Training” to “Processed”.
• Best practices: machine-readable text, split large docs, update on every policy change, avoid password-protected or image-heavy PDFs.

5. Functions Library

Built-in:   transfer_to_extension(extension_number)
           end_call()
Custom:    Define GET/POST endpoint, headers, query/body and embed {{session_variables}}.

Built-in transfer used to reach Logistics 101 and Support 102; no custom APIs in the first version.

6. Crafting the System Prompt

Character limit: 100–25,000. Use session variables by typing {{. Available variables:

{{Caller Phone Number}}, {{Company Display Number}}, {{DID}}, 
{{Call Time (UTC)}}, {{Call Time (IST)}}, {{Morning/Afternoon/Evening (IST)}}

Exact SwiftKart example:

You are Kavya from SwiftKart, a friendly and helpful customer support agent.
Always greet the caller: "Good {{Morning/Afternoon/Evening (IST)}}! You have reached SwiftKart customer support. I am Kavya. How can I help you today?"
You help callers with: order status queries, return and refund policy questions, and delivery complaint escalation.
If the caller asks about order status, ask for their order ID and use the available function to check status.
If the caller asks about return or refund policies, answer from the knowledge base.
If the caller has a delivery complaint or damaged product, say: "I understand this is frustrating. Let me connect you with our logistics team right away." Then call transfer_to_extension(101).
If you cannot resolve the issue, say: "Let me connect you with a support specialist." Then call transfer_to_extension(102).
If the caller wants to end the conversation, say: "Thank you for calling SwiftKart. Have a great day!" Then call end_call().
Always be warm, speak in Hinglish, and keep responses short -- one question or one answer at a time.

7. Escalation & Fallbacks

• Frustration Handover: toggle ON → choose department (Ext 102). Publishing blocked if ON without department.
• Fallback Prompts (max 5,000 chars each):
  • Agent Busy default: “Executives are busy at the moment, we will connect with you soon” (SwiftKart edited to: “Our support team is helping other customers right now. Please hold — we will be with you in just a moment!”)
  • No Extension Found default: “Sorry, the requested department is unavailable at the moment. Let me help you with your queries.”

8. Advanced Call-Flow Settings

Setting                    Default   Range      Guidance
Silence Wait Duration      10 sec    5–15       Elderly callers → 12-15 s
Maximum Silence Retries    2         1–5        High-volume helplines keep at 2
Interruption Handling      OFF       ON/OFF     Enable for natural flows; bot restarts answer when cut-off

9. Draft, Publish & Version Control

• Save as Draft – stores incomplete work; not live.
• Publish Bot – pushes live; all required fields must be valid.
• Required to Publish: Identity, Role, ≥1 Tone, Voice, Language, System Prompt ≥100 chars; if Frustration Handover ON then department + Agent Busy Prompt.
• Editing a live bot creates an automatic draft. Publish that draft to update or keep it as an alternate version.
• Unsaved Changes modal text:

  Unsaved Changes -- You have un-published configurations. Would you like to save them as a draft?

10. Deleting a Bot Safely

Delete Voice Bot permanently
All associated flows, functions, knowledge base files, and numbers will be removed.
If this AI agent voice is configured in any call flow, those call flows will break.
The AI agent voice will stop responding to incoming calls on all linked phone numbers assigned to this bot.
Type DELETE to confirm.

Phase 1 has no recovery; create a new bot and update call flows if you delete the wrong one.

11. Defaults & Limits Quick Reference

Field                         Default / Limit
Bot Name & Identity          Required, ≤50 chars
Primary Role                 Required, ≤50 chars
Tone                         ≥1, max 5 (each ≤20 chars)
System Prompt                100–25 000 chars
Voice Profile                Select exactly one
Language Mode                English / Hinglish / Dynamic Multilingual
Agent Busy Prompt            Default text, ≤5 000 chars
No Extension Found Prompt    Default text, ≤5 000 chars
Silence Wait Duration        10 s (5–15)
Maximum Silence Retries      2  (1–5)
Interruption Handling        OFF

Keywords

create voice bot, system prompt, transfer_to_extension, knowledge base upload, frustration handover, fallback prompt, silence wait duration, publish bot, draft version, DELETE modal, SwiftKart setup, feature flag voice_bot