Quick Answer – Enable the right feature flags, follow the 10-step configuration flow, publish, then monitor and troubleshoot with the built-in tools and best practices outlined below.

Access Prerequisites

Feature flags required: ai_bot (shows Bot section) and voice_bot (allows AI agent voice creation).
Default role access – Owner, Admin, Manager: full; Call Agent: none until granted in Settings > Permissions.
When voice_bot is disabled the Create-Bot card is grey with tooltip “AI agent voice is not enabled for your account. Please contact your administrator to enable it.”

Step-by-Step Configuration Walk-Through

1. Step 0 – Prep: Decide bot identity, gather KB documents, note department extensions. Example checklist – Kavya from SwiftKart; Return-policy PDF; Logistics 101 / Support 102.
2. Step 1 – Create Bot: Bot > +Create new bot > enter system name “SwiftKart_SupportBot_Evening” and select “Voice bot”. Choice is permanent.
3. Step 2 – Identity Panel: Bot Name heard by callers (max 50 chars), Primary Role (pre-sets or custom, one only), up to 5 Tone tags, single Voice profile (play to preview), Language Mode (English, Hinglish, Dynamic Multilingual). Kavya example – Role: Customer Support Agent; Tone: Friendly, Helpful, Professional; Voice: Shruti; Language: Hinglish.
4. Step 3 – Knowledge Base: Upload PDFs/text; status changes from “Training” to “Processed”. Use text-heavy files; update whenever policy changes.
5. Step 4 – Functions: Built-in

   transfer_to_extension(extension_number)

   ,

   end_call()

   . Add custom API functions (define method, headers, body, {{session_variables}}).
6. Step 5 – System Prompt: 100–25 000 chars. Insert variables via {{ }} chips.
   Session variables available:
   {{Caller Phone Number}}, {{Company Display Number}}, {{DID}}, {{Call Time (UTC)}}, {{Call Time (IST)}}, {{Morning/Afternoon/Evening (IST)}}.

You are Kavya from SwiftKart, a friendly and helpful customer support agent... (full prompt from guide preserved below)

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.

6. Step 6 – Frustration Handover: Toggle ON to auto-escalate; must pick department (e.g., Support 102).
7. Step 7 – Fallback Prompts: Customise “Agent Busy” and “No Extension Found”. Defaults provided; 5 000-char limit.
8. Step 8 – Advanced Settings: Silence Wait Duration 5-15 s (default 10); Maximum Silence Retries 1-5 (default 2); Interruption Handling ON/OFF (default OFF – when ON, interruption restarts reply).
9. Step 9 – Save or Publish: Draft saves even if required fields missing; Publish activates immediately. Mandatory fields list: Identity, Role, Tone, Voice, Language, System Prompt (≥100 chars); plus Escalation dept & Agent Busy Prompt if Frustration ON.
10. Step 10 – Edit & Versioning: Live bots open read-only. Edit Configuration creates new draft; Publish replaces live version. Navigating away triggers “Unsaved Changes” modal with Discard / Save as Draft.

Field Defaults & Limits

• Bot Name & Identity – required, 50 chars max
• Primary Role – required, 50 chars max
• Tone – ≥1, ≤5, each 20 chars
• System Prompt – 100–25 000 chars
• Silence Wait – default 10 s (5–15)
• Max Silence Retries – default 2 (1–5)

Troubleshooting – Top 6 Issues

1 – Cannot Publish: Check all required fields list above; if Frustration ON ensure dept + Agent Busy Prompt.
2 – Generic Answers: KB still “Training”, vague prompt, or image-heavy PDFs. Ensure “Processed” status and explicit prompt rules.
3 – Dead Air / Premature Hang-up: Increase Silence Wait to 12-15 s; raise Silence Retries to 2-3.
4 – Transfer Fails: Extension mismatch in prompt or function syntax; verify live extension; set No-Extension fallback.
5 – Wrong Bot Type: Must delete and recreate; type cannot change post-creation.
6 – Call Flow Breaks After Deletion: Deletion warning requires typing DELETE. Update all call flows before removal; no recovery after deletion.

Tech-Support Q&A Quick Hits

• Multiple bots? Yes – Bot Listing shows all, each independent.
• KB file limit? No hard limit stated; keep to relevant docs for accuracy.
• Hinglish conversation? Select Hinglish or Dynamic Multilingual.
• Concurrent editors? Not supported – adopt internal process.
• Recover deleted bot? Not possible in Phase 1.

Keywords

AI agent voice setup, MyOperator bot configuration, system prompt template, transfer_to_extension, feature flags ai_bot voice_bot, publish voice bot, frustration handover, silence wait duration, bot deletion warning, knowledge base training