Call settings

What it is for

The settings of a phone agent decide which voice and greeting the agent uses, what it should do, which knowledge it answers from, which number it takes calls on and whether it is also available as an online advisor. All changes are saved as a draft — they reach calls only after publishing. Active calls use the last published version.

Where to find it

1. In the left menu click Agents → Telephone agents.
2. Click the agent's row.
3. Click the Settings tab (line, voice, advanced, channels) or Agent setup (behavior, knowledge, test call, versions).

A new phone agent opens right here after it is created.

What I see on the screen

Both tabs have the Setup progress card with steps at the top and below it the section heading with the text Saved drafts apply to calls only after publishing. On the right are the buttons:

Button	What it does
Save draft	saves the changes from both tabs; calls do not use them yet
Publish	saves the draft and makes it a new version for new calls
Retry processing	shown instead of Publish when a publication waits to finish
Pause line	shown when a publication waits to finish

Notices may appear under the heading:

• ElevenLabs is not connected. You can save a draft; an administrator must connect the account before publishing. — with the Set up in organization button (if you can access the organization settings).
• Changes await publication. Active calls use the last published version.
• a red notice with a publication error.

Both tabs share one draft — you can change fields on both and save once.

What I set on the Settings tab

Agent number — calls that colleagues cannot answer are forwarded to this number.

Field	What it means
Line name	the agent's name; rename it with the pencil icon
Agent phone number	the assigned number; copy it with the icon (Number copied)
Agent working hours	24/7 — working hours cannot be restricted yet

Forwarding from colleagues — set up forwarding with your carrier. Managing colleague numbers and the Add number button are not yet available in the app.

Voice and greeting

Field	Required	What it means	Limits
Voice	yes to publish	a voice from your ElevenLabs account	the list loads only with ElevenLabs connected
Conversation language	yes	Slovak, Czech, Slovak / Czech automatically	—
Speaking speed	no	1× is the normal pace, higher values speed up speech	0.7× to 1.2×
Greeting	yes to publish	the agent's first sentence; introduce the AI assistant and explain recording	at most 1000 characters
Greet known callers using CRM	no	for one matching number in the CRM the agent greets the caller by name; unknown or ambiguous numbers get the standard greeting; the name is shared with ElevenLabs	takes effect after publishing

The Play preview button is disabled for now — voice preview is not yet available.

Advanced agent settings

Field	Required	What it means
Responsible team member	yes to publish	the team member the agent assigns callbacks to
Greeting language	yes	Slovak or Czech
Time zone	yes	Europe/Bratislava or Europe/Prague
Summary and caller details	yes	how long the call summary is kept: 90 days or 365 days

Recording and records

• Announce recording at the start — In greeting: edit the announcement in the Greeting text.
• Keep recordings and transcripts — field Recording and transcript: 30 days or 90 days. At expiry, the recording and transcript are removed and the provider conversation is deleted. Existing CRM contacts and tasks follow CRM retention.

After the call

Option	State
CRM record	Automatic — the agent finds the contact by phone and leaves ambiguous matches for review
Text a summary to the caller	Not yet available
Email the colleague who was called	Not yet available
Telegram for callback requests	Not yet available

Call channels — the phone line and the online advisor work independently. This part shows the publication status, the Telephone line status (e.g. Connected, Paused, Not connected), the Phone number part and the Online advisor.

What I set on the Agent setup tab

Agent behavior — define the agent's task, how it should conduct conversations and which rules it should follow.

Field	Required	What it means	Limits
Purpose	yes (step Agent purpose)	what the agent should help with	at most 2000 characters
Rules and boundaries	no	what the agent may and may not do, how it conducts the conversation	at most 12000 characters
Response model	no	Gemini 2.5 Flash or Gemini 3.5 Flash-Lite; affects response speed and cost	—

What the agent can handle — an overview of capabilities. Today only Answer product questions works (From knowledge, on when the agent has knowledge selected). Schedule a meeting, Check order status, Accept a quote request and Transfer urgent calls to a colleague are Not yet available.

Knowledge search — the switch Our knowledge base / ElevenLabs:

• Our knowledge base — the agent searches the app's knowledge bases. In Customer-facing knowledge select the bases (at most 20). With no selection the agent has no knowledge. Clear selection empties the selection.
• ElevenLabs — bases are uploaded to the ElevenLabs library. Under Agent knowledge bases click Upload a base, find the base (Find a base…) and click Upload. When the base is Ready, tick Use during calls. Verify the state with Verify in ElevenLabs; repeat an unfinished upload with Retry and refresh a changed base with Update.

A change of knowledge applies after publishing or in a new test.

Test call and Versions — see the sections below.

How to publish a phone agent

Before you start

• ElevenLabs must be connected in Organization → Integrations (including the webhook signing secret).
• Voice, Greeting and Responsible team member must be filled in.
• In ElevenLabs mode the selected bases must be uploaded and Ready.
• You need the Agent settings → Edit permission.

Steps

1. Open the agent via Agents → Telephone agents and click Settings.
2. Fill in or check the fields on the Settings and Agent setup tabs.
3. Click Publish. If a field is invalid, the app takes you to the section with the error.
4. In the Publish dialog read the notice (selected knowledge texts will be shared with ElevenLabs and made available to callers through answers) and click Publish.

What happens: a new agent version is created. It applies to new calls; calls in progress finish on the old version. While it is prepared, the status shows Preparing.

How to check it worked: in Setup progress the step Current version published shows Done. In Agent setup → Versions the new version is marked Currently published. If the agent has a line, call its number; you see the call in the Call log.

How to assign a phone number

Before you start — the number must be imported from Twilio into ElevenLabs, support inbound calls and not be assigned to another agent. ElevenLabs must be connected.

1. Open the agent and click the Settings tab.
2. In the Phone number part click Assign imported number.
3. In the dialog choose the Phone number (numbers marked already assigned to an agent cannot be selected).
4. Click Save.
5. Click Publish — only publishing starts the live line.

Assign imported number is disabled until ElevenLabs is connected. Recover call processing queues pending call work again (Recovery has been queued.).

How to pause the phone line

1. Open the agent and click the Settings tab.
2. In the Telephone line part click Pause line.

The number is disconnected from the agent in ElevenLabs and incoming callers no longer reach this agent; the line has the status Paused. If the Online advisor is enabled, the agent stays in operation and the online advisor and test links keep working; if it is not, the agent goes to the Paused status. Publishing (Publish) starts the line again.

How to try the agent in the browser (test call)

Before you start — save your changes (Save draft); the test uses the saved settings. ElevenLabs must be connected.

1. Open the agent and click the Agent setup tab.
2. In the Test call part click Create test and link.
3. Fill in the dialog fields as in the table.
4. Click Create test and link. You see Your test is being prepared. The link will be ready shortly.
5. When the test is Ready, click Try agent.
6. In the Agent preview window click Start conversation, allow the microphone and speak.
7. End the call with End call and close the window with the cross icon at the top right (Close).

Field	Required	What it means	Limits / default
Test name	no	also shown on the public link; empty uses the agent name	at most 120 characters
Validity in days (1–30)	yes	how long the link is valid	1–30, default 7
Number of starts (1–100)	yes	how many times a conversation can be started	1–100, default 20
Maximum conversation duration	yes	limit of one conversation	3, 5, 10, 15 or 30 min, default 3 min

Every test has a Public link — anyone with the link can try the agent without signing in or a phone. Conversations consume your ElevenLabs credits according to their duration. Tests do not change the phone line or create CRM tasks. An agent can have up to 5 active test links.

For each test you see Starts: … / … · Expires … · Up to … min per conversation. Test states: Ready, Preparing the agent test…, Preparation failed, Revoked, Expired, Limit reached.

How to revoke, delete or switch the version of a test link

1. Open the agent → Agent setup → Test call.
2. At the link click:
   • Revoke link and confirm Revoke link — the link no longer allows new starts; a conversation in progress may finish.
   • Delete link (only for a revoked link) and confirm — the link leaves the list.
   • Change version — in the dialog choose a version in Use settings from version and click Change version. The link stays the same, the test is prepared from the chosen version; validity and remaining starts do not change.
   • Retry processing — for a test whose preparation failed.

How to switch on the online advisor and create a customer link

The online advisor is the agent customers talk to in the browser — through a link or embedded on your website. It works independently of the phone line.

Before you start — the agent must be published; customer links use a published version.

1. Open the agent and click the Settings tab.
2. In the Online advisor part click Enable (the state changes to Enabled).
3. In Customer links and website click Create customer link.
4. Fill in Link name.
5. In Use choose Online link (default) or Website iframe.
6. If the link should never expire, switch on No expiry.
7. In Agent version choose Pinned version (default) or Latest published version.
8. For Website iframe fill in Allowed websites — one HTTPS origin per line, no path.
9. Fill in Validity in days (1–30) (default 7; disabled with No expiry), Number of starts (1–100) (default 20) and choose Maximum conversation duration (default 3 min).
10. Click Create customer link.

A finished link shows the Public link, the Open advisor button and, for an iframe, the Copy iframe button (paste the code into your page). You can also Pause / Enable the link, switch Keep this version / Update automatically, edit Allowed websites, Change version or Revoke link. Conversations through customer links are stored as customer calls, not tests.

Pause the whole online advisor with Pause in the Online advisor part — new sessions stop, current ones may finish.

How to view agent versions

1. Open the agent → Agent setup tab.
2. Expand the Versions card.

Every publication and test link has its own version. The table shows Version …, the state (Currently published, Previous publication, Test version, Preparing, Preparation failed, Revoked), Usage (Telephone agent, Browser test, Online link, Website iframe) and Test link. Click a version to see its saved settings. Publishing does not change existing links.

Who can do this

Task	Required permission (Permission matrix → Agents)
see the settings	Agent settings → View
change, save, publish, assign a number, pause, test, manage links	Agent settings → Edit
connect ElevenLabs	access to Organization → Integrations

Without Edit the fields are read-only and the Test call, Phone number and Online advisor parts are not shown.

Common questions and problems

The Publish button is disabled. ElevenLabs is not connected. An administrator connects it in Organization → Integrations.

“Complete the voice, greeting and responsible team member before publishing.” Fill in Voice, Greeting and Responsible team member.

“Configure the webhook signing secret before publishing.” Organization → Integrations is missing the ElevenLabs Webhook signing secret.

“Upload or update the selected bases in the ElevenLabs library first.” / “A previously selected base is no longer ready.” In ElevenLabs mode click Upload, Update or Retry at the base, or Remove selection.

“A publication is already pending. Retry it or pause the agent first.” Click Retry processing or Pause line.

“Select an unassigned Twilio number that supports inbound calls.” The chosen number is taken or does not support inbound calls.

“Finish or pause the pending publication before changing the line.” Wait until the publication finishes or click Pause line.

“Save your agent changes first. New tests use the saved settings.” Click Save draft, then create the test.

“An agent can have up to 5 active test links. Revoke an older link.” Revoke an older link with Revoke link.

“Publish the agent first; customer links use a published version.” You can create an online link only after the first publication.

“Add at least one allowed website origin.” / “Enter a valid HTTPS origin without a path.” For Website iframe fill in Allowed websites in the form https://www.yoursite.com.

“Microphone unavailable.” Allow microphone access in your browser; public links must use HTTPS.

Related

• Telephone agents
• Call log
• How to launch a phone agent from scratch
• Knowledge
• Organization settings — ElevenLabs integration