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A agent is an AI teammate that owns one stage of your customer lifecycle. You hire one the way you would hire a person: pick the role, give it a name and a voice, answer a few questions about how you work, and it starts. Each one owns a stage. The Receptionist answers, Speed-to-Lead reaches new leads, Customer Care follows up after the job. They share one contact record and one calendar, so a lead that comes in on the phone and books by text is one conversation, not three.

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The six roles

Every workspace starts with a Receptionist. It is the floor: it answers so nothing is missed. The other five are specialists you add as you need them. They group by what they do for you:
  • Core: Receptionist, Augmented Sales
  • Win new business: Speed-to-Lead, Outbound SDR
  • Keep and grow customers: Customer Care, Re-Engage
The systems enabled for a workspace determine which roles and actions are available. Naming or configuring a agent does not add a capability that is not enabled for the workspace.

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Templates

A template is a working agent you can start from instead of a blank page. It carries a greeting, a conversation flow, the tools the agent can call, and a sample of how it sounds on a real call. Browse them under Agents → Templates, filtered by industry and use case. Picking one seeds a new agent with its greeting and flow already filled in. You can change anything afterwards.

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Hiring one

1

Pick a role or a template

From Agents, choose a role card, or open Templates and pick a starting point.
2

Answer the setup questions

Each role asks what it needs to do the job. The Receptionist asks for your business hours and a transfer number. Speed-to-Lead asks where your leads come from. Outbound SDR asks you to attest that every contact has prior express written consent.
3

Choose a voice and personality

Pick the voice, the model tier, and the language. Write the greeting and the personality prompt, or keep the template’s.
4

Review and add

The agent is created and its workflows are provisioned. It shows Setup needed until everything it depends on is connected, then flips to Active.

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What you can change

The role itself is fixed once hired, because it is what the agent is. To change the job, hire the agent that does it.

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Running more than one of a role

You can run several agents in the same role, for example two Augmented Sales agents covering different teams. One of them is the primary for that role, and it is the one that carries the subscription. Additional agents in a role you already hold do not add to your bill.

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Firing one

Removing an agent is scheduled, not immediate. It keeps working until the end of the billing period, and re-hiring it before then costs nothing. The Receptionist cannot be removed while you hold specialists, since it is what answers the phone.

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One shared record

Your agents work from one contact record, and the data layer keeps it complete. Audience building. Define the eligible audience, exclusions, owning system, and required context before a agent receives work. See Build and enrich an audience. Enrichment. When enabled and supported by the source, RevDesk can add context needed by the next approved action. Treat enrichment as context, not proof of identity, eligibility, or consent. Because the record is shared, a prospect gets one consistent treatment. The data layer enriches the record before anyone touches it. An agent reaches out on the channel most likely to get an answer. If the prospect replies by text instead of picking up, the thread continues without re-asking what they already said. When intent crosses your threshold, the meeting lands on the right rep’s calendar with a structured note, a recording, and a transcript.

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Boundaries

Agents operate inside well-defined limits.

Will do

Answer questions from your knowledge baseBook meetings against the right rep’s calendarQualify against your scoring criteriaTransfer to a human when intent spikes or the conversation calls for itFollow up by voice, SMS, email, or another call

Will not do

Speculate when the knowledge base doesn’t have the answerPromise terms outside your stated policiesClaim to be human when asked directlySurface or call data we do not have rights toHandle scenarios you’ve routed to escalation
When a conversation goes outside the knowledge base, the agent captures contact details, hands off cleanly, and flags the gap in your dashboard so you can teach the team for next time.

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Training the team

You teach your agents once, in one place. The same knowledge base, qualification rules, ICP definition, and brand voice apply to all of them.
1

Define your ICP and qualification criteria

Budget, timeline, fit, decision-maker, use case. Agents apply these in conversation and adapt to each caller rather than reading a rigid script.
2

Add your business knowledge

Pricing, product specs, common objections, policies, services. See Knowledge base.
3

Connect your CRM and calendar

Hand-off lands in HubSpot, LeadConnector, or Zoho with structured fields populated. Bookings land on the right rep’s calendar.
4

Review transcripts and iterate

Every conversation produces a transcript and a summary. Gaps surface in the dashboard, and you teach your agents from them.
AI Agents and runtime assistants. The agents you configure in the product provision the runtime assistants exposed by the API.GET /v1/agents returns assistants, which are the runtime voices attached to your phone numbers and campaigns. They are not the same objects as the agents you hire on this page, and the counts will not match. An agent provisions the workflows and assistants that do its work.The scopes are agents:read and agents:write. When you are reading the API reference, the /agents resource refers to runtime assistants.

Tasks

Hand your agents an outcome and let them work every task until it happens.

Knowledge base

What your agents know about your business.

Voice and personality

Pick the voice and write the personality.

Workflow guides

Launch a controlled inbound, outbound, lead, or retention workflow.