Editing Ruby
A guided interview. Style, skills, knowledge, tools, and rules compile into a production voice agent.
Step 6 of 10 — Words that matter
What's this agent called, and what does it do?
Give it a name a person could picture. One sentence about the job it does.
How should Ruby sound?
Pick a voice. Move the sliders. She'll introduce herself however you like.
What jobs should Ruby be able to handle?
Skills are conversational jobs. Tools are the systems she can use to finish them.
What should Ruby prioritize?
Put the outcomes in order. If a call gets messy, Ruby uses this order to decide what matters most.
What information should Ruby always try to get?
Required fields are asked for directly. Optional fields are collected when the conversation makes room.
Any words, names or terms Ruby absolutely has to get right?
Product names, neighborhood names, your own name, service areas, policies — anything the speech-to-text or answer style might fumble.
What should Ruby never do?
Hard limits. She'll politely deflect if a caller tries to push her past one of these.
When should Ruby bring in a person?
Transfers can happen during a call. Notifications can happen silently after Ruby collects enough context.
What systems can Ruby use?
Tools are permissions. Ruby can only call the systems you connect here.
Where should Ruby answer, and when?
Attach Ruby to phone numbers, inboxes, or chat channels. Rules decide when she picks up.