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Documentation Index

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Agents are the core of your Phonely workspace. Each agent represents a virtual assistant that can manage calls, collect data, and automate workflows using custom call flows, knowledge sources, and integrations. This guide explains how to create, duplicate, and manage agents, as well as how organizations, workflows, and phone numbers fit together in the Phonely ecosystem.
Assetshowtocreateanewagent

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How Agents Work

Each Agent in Phonely acts as an independent assistant with its own:
  • Primary phone number – the number used to handle incoming and outgoing calls.
  • Call workflows – logic and conversation paths unique to that agent.
  • Knowledge base – information the agent uses to answer questions and make decisions.
  • Guidelines – instructions for how the agent should behave and respond.
  • Settings – configurations for integrations, notifications, and post-call actions.
  • Testing - experiment with prompts, voices, and workflows and deploy agents with confidence.

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Create a New Agent

You can create a new agent from scratch to handle a specific business area or campaign.
  1. Navigate to the top of the main menu under the Agent section, click Create Agent.
  2. In the New Agent window, choose Create.
  3. Enter a name for your new agent.
  4. Select the Organization this agent belongs to.
  5. Click Create.
Your new agent will appear in the agent list under the agent section, ready for configuration.

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Create an agent with AI

Use Create with AI when you want Phonely to help generate an initial agent setup for you. This option is useful when you want to get started faster and avoid building everything manually from scratch. Instead of starting with an empty agent, Phonely AI helps create a starting point that you can review and refine.
  1. In the main navigation, click Create Agent.
  2. In the New Agent window, select Create with AI.
  3. Enter the information Phonely needs to generate the agent.
  4. Select the organization the agent should belong to, if prompted.
  5. Continue through the AI setup flow and review the generated result.
  6. Save or create the agent.
Once the agent is generated, you can continue editing it just like any other agent in Phonely.

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Duplicate an Agent

Duplicating an agent allows you to quickly reuse an existing setup including workflows, integrations, and voice settings without rebuilding from scratch.
  1. Navigate to the top of the main menu under the Agent section, click Create Agent.
  2. In the modal, select the Duplicate option.
  3. Choose the Agent you want to duplicate from the dropdown list.
  4. Select the Organization to assign the duplicate agent under.
  5. Click Duplicate.
Phonely will duplicate the selected agent and append the name (copy) and inherit:
  • The existing workflows.
  • The voice and behavior settings.
  • Any knowledge base sources or guidelines from the original.
You can then modify the duplicated agent independently - e.g., assign a new number, tweak prompts, or change post-call actions.