Agents: FAQ | Synthflow

If I give an agent a name on the configure page is that the name its going to use on the phone?

The agent’s name in the configure page and the name used on the phone are different, you name the agent in the prompt.

This means the agent’s name on the configure page can be “John AI” or “AI Call agent for ACME” but inside the prompt you can name the agent “Derrick” and it will greet your customers as “Derrick”.

Do I have to use a voice that matches the language?

Yes, the voice must match the language you are using.

If I change the advanced voice settings around why does the agent sound better sometimes and worse some times?

The advanced settings are tweaked from us to sound the best in most scenarios. We suggest leaving them as is unless you need to make adjustments, then we only suggest making small adjustments so you don’t completely break the voice.

Why is my agent talking to the voicemail of the customer or client I am calling?

The Voicemail detection rate is quite high for our agents but sometimes with specific voicemails, especially ones with the customer own voice speaking. If you would like a better experience with voicemail you can switch your Voicemail Detection to “Time based”

Why does my inbound agent not allow for variables?

The inbound agents do not allow for variables because they wont know who is calling them before the call. There is a workflow that you can do with Custom Actions for inbound calls if you need your agent to reference information from outside of the application. This is done using the API of the app you would like to get information from and then using a GET action to get the information while the call is happening.

Is there any special prompting from Synthflow that I can use?

Yes we do have few prompt templates in the template section, you can also use the Copilot to build a prompt as well.

Do I have to buy a number from Synthflow or can I use my own telephone app?

We do not currently offer custom telephone apps for customers on plans lower than the Enterprise level.

Is it possible to use the API to query sub accounts to find the minutes?

At this time it is not possible to query subaccounts to find the minutes used.

Subaccounts do share the minutes of the Agency account and are set by the Agency, you can put the sub account on Pay as you go by changing this setting when creating the pricing plan.

Concurrency is set by your plan and your accounts and sub accounts share the total number of on the main account. For agencies that’s is now 100.
You can reach out to sales if you would like more concurrent calls on your plan._**

Is the billing at the start or the end of each month?

Billing happens on your renewal date, you can find this in settings > Plan and billing under the “Next billing” section.

Is it possible to port a sub account from one account Agency to another?

It is not possible to import or export entire subaccounts.

How does the knowledge base work?

The Knowledge Base works by adding information into it that the agent can pull from when the customer asks about it. This is used for large amounts of information that you don’t want to put into the prompt.

How do I buy an Australian number from Synthflow?

You will need to provide a valid address in Australia, and once you enter that information you will be able to buy an Australian number.