Agents
Build AI callers and chat bots with voices, knowledge bases and conversation settings.
What is an Agent?
An agent is your AI caller or chat bot — the “person” who will be speaking with your leads or website visitors on your behalf. Each agent has:
- A prompt that governs what it says
- A voice or chat widget configuration
- Behaviour settings that control how it handles edge cases
- A knowledge base of files it can reference during a conversation
Agent Types
WiseRep supports four agent types. Select the right type when creating an agent:
| Type | What it does | Best for |
|---|---|---|
| Outbound | Makes outgoing phone calls | Sales campaigns, follow-ups, reminders |
| Inbound | Handles incoming calls to your WiseRep number | Reception, support routing, inbound lead qualification |
| Website | Powers an embeddable chat widget on your website | Lead capture, live chat, 24/7 site engagement |
| Webhook | Triggered externally by a CRM or automation tool | GHL workflows, Zapier, custom integrations |
Creating an Agent
- Navigate to Agents in the sidebar.
- Click New Agent.
- Choose your Agent Type (Outbound, Inbound, Website, or Webhook).
- Fill in the details:
- Name — give your agent a human-sounding name (e.g., “Alex”, “Jordan”)
- Purpose — a short description of what this agent does
- Prompt — select from your saved prompts
- Configure the Voice (voice agents) or Widget (website agents) — see the relevant sections below.
- Click Save.
Webhook agent configuration. If you select the Webhook type, you’ll be prompted to choose an Initial Call Webhook (required, from your saved PRE webhooks) and an optional Post Call Webhook (from your POST webhooks). Set these up under Integrations > Webhook Configurations before assigning them here.
Choosing a Voice
WiseRep offers 50+ AI voices across languages, accents, genders, and age groups. When setting up a voice agent, filter voices by:
- Language — English, Spanish, French, Arabic, and more
- Accent — American, British, Australian, and more
- Gender — Male or Female
- Age — Young, Middle-aged, Mature
Click Preview next to any voice to hear a sample before selecting it.
Uploading a Knowledge Base
You can give your agent access to documents so it can answer questions accurately during a conversation — without you pre-scripting every possible response.
Supported file types:
- PDF (
.pdf) - Word documents (
.docx) - Plain text (
.txt)
How to upload:
- Open your agent and go to the Knowledge Base tab.
- Click Upload File.
- Select your document.
The agent will use the content of these files when a caller or visitor asks a question that matches the material.
Conversation Settings
Fine-tune how your agent handles specific situations:
| Setting | What it does |
|---|---|
| Max Call Duration | Automatically ends the call after a set number of minutes — prevents runaway calls |
| Silence Detection | Ends the call or prompts the conversation if the line goes silent for too long |
| Voicemail Behaviour | Choose whether the agent leaves a voicemail message or hangs up when it detects voicemail |
Voicemail options:
- Leave a voicemail — the agent delivers a dynamically generated message
- Hang up — the call is logged as “Voicemail” and no message is left
Conversation History
When Conversation History is enabled on an agent, the agent is given a summary of the previous conversation with the same contact at the start of each new session. This means the agent can continue from where things left off — referencing prior context without the contact having to repeat themselves.
Enabling Conversation History:
- Open your agent settings.
- Toggle Send Conversation History on.
- Save.
How it works: when a new call or chat session begins, WiseRep retrieves the most recent conversation log for that agent, extracts the AI-generated summary, and injects it into the agent’s system prompt as: "Previous conversation summary: [summary]". The agent then uses this context naturally in the new conversation.
Useful for:
- Multi-touch sales sequences where the agent needs to remember prior interest or objections
- Follow-up campaigns where the agent should reference a previous call
- Website chat agents engaging with returning visitors
Viewing Agent Performance
Each agent has a performance overview showing:
- Total Calls Made — number of calls made using this agent
- Conversion Rate — percentage of calls that resulted in a successful outcome
- Success Rate — percentage of calls that connected and completed (vs. no-answer, failed)
- Average Call Duration — mean length of completed calls
Use this data to compare agents and identify which script and voice combinations perform best.