02

Agent setup

Each agent has its own instructions, voice, language behavior, knowledge, safety limits, and testing history.

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Instructions and call flow

Use the Agent tab to define what the agent should do, how it should speak, what information it should collect, and which situations require a human handoff.

  1. 1Set the system instructions for the agent role.
  2. 2Add the first message and optional closing message.
  3. 3Decide whether the first message can be interrupted.
  4. 4Set the timezone used for bookings and time-sensitive answers.
  5. 5Include escalation rules for refunds, complaints, medical emergencies, legal issues, or low-confidence answers.

Voices

Choose the default voice your agent uses, add alternative voices, and preview how the agent sounds before a caller hears it.

  1. 1Open the agent, then select Voices.
  2. 2Choose a default voice from the library.
  3. 3Preview the voice with sample text.
  4. 4Add extra voices if you want the agent to rotate between approved options.
  5. 5Save the voice settings and test the agent in Preview.

Languages

Set a default language and add supported languages for multilingual calls. Heavano can detect the caller language and respond naturally.

  1. 1Open the agent, then select Languages.
  2. 2Choose the default language.
  3. 3Add any additional languages the agent should support.
  4. 4Test common customer questions in each language before going live.

Knowledge base

Upload the information your agents should use during calls: FAQs, policies, product details, service menus, pricing notes, scripts, and internal guidance.

  1. 1Open Knowledge Base from the app navigation.
  2. 2Create folders to keep content organised.
  3. 3Upload files or add text entries.
  4. 4Wait for items to finish processing.
  5. 5Open the agent Knowledge tab and attach the relevant items.
  6. 6Ask test questions that should be answered from the uploaded material.
Note: Keep knowledge source material direct and current. If two documents disagree, the agent may need a clearer source of truth.

Advanced settings

Advanced settings control call limits, retention, privacy, conversational timing, maximum duration, and other production guardrails.

  1. 1Open the agent Advanced or Security tabs.
  2. 2Set daily and concurrent call limits.
  3. 3Choose whether audio recordings are stored.
  4. 4Set transcript and data retention preferences.
  5. 5Adjust silence timeouts and maximum call duration.
  6. 6Save changes and rerun tests after changing production limits.
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Ready to build your agent?

Open the Heavano app, create an agent, test it in Preview, then connect a number when it is ready for real callers.

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