UC AI Voice Assist - Editing an Agent
Table of Contents
Prerequisites Editing an Agent Attached vs. Detached Mode Basic Settings (Attached to Template) Basic Settings (Detached from Template) Advanced Settings (Detached Only) Adding Functions Webhooks Send Email During Call Transfer to Agent Adding Links Links Serve as the Agents Knowledge Base Sharing and Publishing Forwarding Calls Publishing a Profile Embedding on a Website Porting a Phone Number EmbedsPrerequisites
- UC AI Voice Assist must be enabled for your domain per your. Additional fees may apply.
- A user with Reseller scope or higher is required to manage and configure UC AI Voice Assist.
- Once enabled, the UC AI Voice Assist icon will appear in the main toolbar in the portal.
- UC AI Voice Assist has a dedicated 5 digit extension range 55000-55999
Editing an Agent
To edit an agent, select the pencil Icon.
The agent editor is organized into tabs. The available tabs depend on whether the agent is attached to a template or has been detached.
- When attached to a template: Basic Settings, SIP Settings, Rename Agent, and Embeds.
- When detached from a template: Basic Settings, Advanced Settings, SIP Settings, Rename Agent, and Embeds.
Attached vs. Detached Mode
When an agent is created from a template, it remains attached to that template. In attached mode, the editor shows a simplified set of fields tailored to the template type. A Detach button appears in the top-right corner of the editor.
Clicking Detach permanently separates the agent from its template, unlocking the full set of editing options, including the Advanced Settings tab. This gives you direct access to agent instructions, transfer rules, LLM model selection, and more.
| ⚠️ Detaching an agent from its template cannot be undone. Once detached, the agent will no longer receive updates from the template. |
Basic Settings (Attached to Template)
When attached to a template, the Basic Settings tab shows template-specific fields:
- Template: The parent template (e.g., Receptionist Agent) as a dropdown
- Language: Speech-to-Text language (English - US, Spanish - US, or Multilingual)
- Time Zone: The agent's time zone for scheduling and time-related responses
- Voice: Select a TTS voice from the dropdown, with a Preview button to hear a sample
- Voice Speed: A slider to adjust speaking speed from Slower to Faster (default 1.0x)
- Business name: How the agent refers to your business
- Business website: Your company website URL
- Additional Link: An extra URL for the agent's knowledge base
- Agent Notification Email: One or more email addresses for notifications (use Add Email to add additional recipients)
- Greeting: The message your agent says when answering calls
- Enable Transfers: Checkbox to enable call transfer functionality
- Transfer Destinations: Auto-populated transfer instructions from the Hosted PBX directory (with a refresh button to re-sync)
- Agent instructions: What information the agent should know (with AI Prompt Improver button)
- Questions and Info Collection: Define what information the agent should gather from callers
Basic Settings (Detached from Template)
When detached, the Basic Settings tab shows a different layout with these fields:
- Greeting: The message your agent says when answering calls
- Agent Notification Email: One or more email addresses (use Add Email to add more)
- Links: Knowledge base URLs for the agent (use + Add to add links)
- Functions: Agent functions like webhooks and email (use + Add to add functions)
- Campaign ID: A unique identifier for the agent (with Copy button)
- Language: Speech-to-Text language selection
- Time Zone: The agent's time zone
- Voice: TTS voice selection with Preview button
- Voice Speed: Slider from Slower to Faster (default 1.0x)
Advanced Settings (Detached Only)
The Advanced Settings tab is only available after detaching from a template. It provides full control over the agent's core configuration:
- Agent Instructions: The complete instructions prompt with the AI Prompt Improver button to help refine your prompt. We strongly recommend using the prompt improver to ensure that your changes are correctly interpreted by the model.
- Transfer Rules: Instructions for when and how to transfer calls, with a refresh button to re-sync destinations from the Hosted PBX directory
- Model: The LLM model powering the agent's intelligence (e.g., GPT-4.1 Smart)
- STT Engine: The Speech-to-Text engine for transcribing caller speech (e.g., Deepgram)
- Call Recording: Toggle to enable or disable call recording
- Mobile Call Detection: Toggle to detect whether callers are using a mobile phone before the call starts
- Background Audio: Toggle to enable ambient background sounds during calls
Adding Functions
Click the + Add button next to Functions in the Basic Settings tab (detached mode) to add capabilities to your agent. The following functions are available:
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Webhooks
Send HTTP requests to your backend systems during or around calls. Use webhooks to fetch dynamic information, push data to a CRM, trigger workflows, or log call events. When adding a webhook, configure the following fields:
- Name (required): Internal name for the webhook with no spaces (e.g., send_lead_to_crm)
- Friendly Name: Display name shown in the UI (e.g., "Send Lead to CRM")
- Description: Describe when the agent should trigger this webhook (e.g., "Trigger when a caller provides their contact information and wants to be contacted later")
- Trigger Condition (required): When the webhook fires: Before Call, During Call, or After Call. Limits: 1 Before Call, 2 During Call, 1 After Call.
- HTTP Method (required): The HTTP method to use (e.g., POST, GET)
- URL (required): The endpoint URL to send the request to
- Headers: Custom HTTP headers to include with the request (use + Add Header to add key-value pairs)
- Parameters: Custom parameters to include in the request body (use + Add Parameter to add key-value pairs)
Common header examples:
| Key | Value | Purpose |
| Authorization | Bearer your-api-key-here | Authenticate with your API |
| Content-Type | application/json | Specify JSON request body |
| X-Custom-Header | my-value | Pass custom metadata |
Common parameter examples:
| Key | Value | Purpose |
| caller_name | The name provided by the caller | Capture the caller's name |
| caller_phone | The caller's phone number | Pass the caller's phone number |
| reason | The reason for the call | Log the call purpose |
| appointment_date | The requested appointment date | Pass scheduling information |
Parameter values act as descriptions that tell the agent what data to extract from the conversation and include in the webhook request.
Send Email During Call
When enabled, your agent can send emails during the call based on the instructions you provide. This is useful for sending confirmations, follow-ups, or notifications to team members in real time while the caller is still on the line.
Transfer to Agent
Transfer the call to another AI agent based on conditions you specify. This allows you to build multi-agent workflows where different agents handle different types of inquiries.
Adding Links
Click the + Add button next to Links in the Basic Settings tab to add external knowledge sources for your agent. Links point to web pages or PDFs that the agent can reference during calls to provide accurate, up-to-date information.
Links Serve as the Agents Knowledge Base
The agent will use the content from these URLs to answer caller questions. Link to specific, relevant pages such as FAQ sections or product detail pages rather than general homepages.
Sharing and Publishing
Once your agent is configured, you can make it available to receive calls and interact with customers.
Forwarding Calls
Forward your existing business phone number to your agent's UC AI Voice Assist number so that incoming calls are answered by the AI agent.
Publishing a Profile
Publish a public profile page for your agent that lets people interact via web chat. The profile page can be shared via a link.
Embedding on a Website
Embed your agent as a chat widget on your website so visitors can interact with it directly from your web pages.
Porting a Phone Number
Port an existing phone number to UC AI Voice Assist so your agent answers calls on your current business number.
Embeds
Your UC AI Assist agent can be embedded into your website as a Chat Agent. This functionality is located in the Embeds Tab when you are editing the Agent. Each embed option provides a live preview, the ability to customize the colours to match your website, embed code to paste directly into your website's HTML and a direct URL.
There are three embed options:
Inline Bar: A compact bar widget that can be embedded anywhere on your page.
Playground: A voice agent interface with transcript display.
Popup Widget: A floating button that opens a voice chat popup by adding a single script tag to your website.
