> ## Documentation Index
> Fetch the complete documentation index at: https://docs.revdesk.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Hire the agents you need
> An agent is an AI teammate that owns one stage of your customer lifecycle. Hire one, name it, give it a voice, and it starts answering calls and working leads.
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.
## 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.
| Agent | What it owns | What you measure |
| ------------------- | --------------------------------------------------------------------------- | ------------------------------------------ |
| **Receptionist** | Answers every call, 24/7, qualifies leads and books meetings. | Calls answered, bookings made |
| **Augmented Sales** | Auto-dials for your reps and coaches every call, with analytics. | Conversations connected, flagged-call rate |
| **Speed-to-Lead** | Calls every new lead within a minute, and qualifies at scale. | Leads reached in 60s, leads booked |
| **Outbound SDR** | Works your net-new prospect lists and follows up with every prospect. | Conversations held, meetings booked |
| **Customer Care** | Follows up after every job, and turns customers into reviews and referrals. | Follow-ups completed, reviews earned |
| **Re-Engage** | Wins back customers and turns them into repeat revenue. | No-shows recovered, customers reactivated |
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.
## 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.
| Template | Role | Good for |
| ----------------------------- | ------------- | ---------------------------------------------------------------------------- |
| **Front desk receptionist** | Receptionist | Answers every call, books the ones worth booking, routes the rest. |
| **New lead caller** | Speed-to-Lead | Calls a new lead within a minute, qualifies, and books before they cool off. |
| **Service scheduler** | Receptionist | Takes service requests and gets the vehicle in. Automotive workspaces. |
| **After-hours cover** | Receptionist | Picks up when you have closed, and only wakes someone for a real emergency. |
| **Win-back caller** | Re-Engage | Calls customers who went quiet and finds out what it would take. |
| **Review and referral asker** | Customer Care | Follows up after the job, asks for the review, and catches problems first. |
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.
## Hiring one
From **Agents**, choose a role card, or open **Templates** and pick a starting point.
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.
Pick the voice, the model tier, and the language. Write the greeting and the personality prompt, or keep
the template's.
The agent is created and its workflows are provisioned. It shows **Setup needed** until everything it
depends on is connected, then flips to **Active**.
## What you can change
| | |
| --------------------------------- | -------------------------------------------------------------------------------------- |
| **Name** | What the agent is called, in the product and on the call. |
| **Business name and description** | Who it is speaking for. |
| **Greeting** | The opening line. Supports `{{businessName}}`, `{{agentName}}`, and `{{contactName}}`. |
| **Personality** | The system prompt: tone, rules, what to never say. |
| **Voice** | Any voice in the catalogue, with a model tier and a language. |
| **Role setup answers** | The per-role questions above. |
The role itself is fixed once hired, because it is what the agent is. To change the job, hire the agent that does it.
## 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.
## 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.
***
## 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](/guides/workflows/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.
## Boundaries
Agents operate inside well-defined limits.
Answer questions from your knowledge base
Book meetings against the right rep's calendar
Qualify against your scoring criteria
Transfer to a human when intent spikes or the conversation calls for it
Follow up by voice, SMS, email, or another call
Speculate when the knowledge base doesn't have the answer
Promise terms outside your stated policies
Claim to be human when asked directly
Surface or call data we do not have rights to
Handle 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.
## 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.
Budget, timeline, fit, decision-maker, use case. Agents apply these in conversation and adapt to each
caller rather than reading a rigid script.
Pricing, product specs, common objections, policies, services. See [Knowledge
base](/concepts/knowledge-base).
Hand-off lands in HubSpot, LeadConnector, or Zoho with structured fields populated. Bookings land on the
right rep's calendar.
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](/api-reference), the `/agents` resource refers to runtime assistants.
Hand your agents an outcome and let them work every task until it happens.
What your agents know about your business.
Pick the voice and write the personality.
Launch a controlled inbound, outbound, lead, or retention workflow.