Agent Set-Up
Configure the name, voice, business hours, greeting, and system prompt of your agent.
Agent Set-Up
In the Agent Set-Up tab, you define the fundamental identity of your agent — name, voice, language, greeting, and the system prompt.
Name
Give your agent a recognizable name. The name is used internally in the dashboard to identify the agent.
Voice & Language
Choose how your agent sounds and what language it speaks.
| Field | Description |
|---|---|
| Voice | Select a voice profile from the dropdown (e.g., "Alina, German"). Different voices have different tonal characteristics — try several to find the right fit for your use case. |
| Language | Select the primary language of the agent (e.g., "German"). The agent will conduct all conversations in this language. |
Tip
Test different voices with a short test call. The voice choice significantly affects how professional and trustworthy your agent is perceived.
Caller Lookup
In the Caller Lookup section, you can enable automatic retrieval of caller data. This allows your agent to greet the caller personally and have immediate access to customer data. You can use either an API Query or a CSV File as the data source.
For full details, see the Caller Lookup page.
Conversation Opener
The conversation opener is the very first sentence your agent says when it answers a call.
Example: "Hello, this is Lena from ScaleTalk. How can I help you today?"
Tips:
- Keep the message short and welcoming
- Include the agent's name and optionally the company name
- Ask an open question to encourage the caller to speak
Insert Variables
Use the Insert Variable button to add dynamic variables to the conversation opener. This allows the greeting to be customized based on context — e.g., when the caller is already known (via Caller Lookup).
Business Hours
Enable the Activate Business Hours toggle to set up different greetings for during and outside business hours.
When enabled, two separate conversation opener fields appear:
- Greeting during business hours — e.g., "Hello, this is Lisa from Salon Schneidekunst. How can I help you?"
- Greeting outside business hours — e.g., "Thank you for your call. Unfortunately, you're reaching us outside our business hours. Feel free to leave a message."
Tip
Use the business hours feature to give callers an appropriate greeting outside of office hours. This way, callers immediately know the situation and can, for example, leave a message or request a callback.
Prompt
The system prompt is the "brain" of your agent. It defines in detail how the agent should behave. For comprehensive guidance, see the Prompting page.
The prompt defines:
- Role — Who the agent is (e.g., "You are a friendly support agent at Company XY")
- Goal — What the agent should achieve (e.g., "Schedule an appointment")
- Tone — How the agent should speak (e.g., professional, friendly, concise)
- Guardrails — What the agent should not do
Helper Buttons
Two buttons below the prompt field help you get started:
| Button | Function |
|---|---|
| Scrape Website | Enter a URL and ScaleTalk automatically extracts relevant information from the website, which is inserted as context into the prompt. Ideal for company descriptions, business hours, or service offerings. |
| Insert Prompt Template | Choose from a collection of prompt templates for typical use cases (e.g., appointment booking, support, reception). The template is inserted as a starting point and can be customized. |
Tip: Use Website Scraping
"Scrape Website" saves you from manually typing company information. Simply enter your website URL — ScaleTalk extracts the key information automatically.