Chat & Voice overview
Configure conversational agents, knowledge, chat, phone resources, outreach, recordings, and analytics.
Chat & Voice includes Agents, Chat Widget, Knowledge, outreach Contacts and Campaigns, Calendar, SMS, Power Dialer, Phone Numbers, Recordings, Messaging Compliance, Analytics, and reusable Actions.
Recommended setup order
- Define one agent purpose and its human owner.
- Write boundaries, escalation rules, and prohibited claims.
- Add a small, approved knowledge base.
- Configure only the actions the agent needs.
- Test the agent without a public number or widget.
- Configure a chat widget or phone number and compliance prerequisites.
- Run internal end-to-end tests.
- Launch to a limited audience and review conversations, recordings, outcomes, cost, and handoffs.
Design around a job, not a personality
A useful agent has a clear audience, opening, objective, information boundary, allowed actions, stop conditions, and handoff. Style and voice matter, but operational clarity matters more.
Human accountability
Name the person who owns instructions, knowledge freshness, action permissions, quality review, and incident response. Every customer-facing agent should have a tested handoff path and a way to stop new traffic without deleting its configuration.
Do not launch from a successful happy-path test
Test interruptions, silence, ambiguity, unsupported requests, prompt injection, opt-outs, wrong-party contact, provider failure, action failure, and human handoff. Review the stored activity or recording as well as the live experience.
Continue with agent configuration, knowledge and chat widget, and phone, outreach, dialer, recordings, and compliance.
Next step
Keep moving
Open the relevant Spacebrain module, ask for help, or tell us how to improve this guide.
Last updated on