Frontline Agent: Setup & Configuration
Overview
The Frontline Agent is your 24/7 receptionist. It answers inbound calls and messages, qualifies leads by asking the right questions, provides pricing and service info, and books appointments directly into your calendar.
Initial setup
1. Go to Agents and select Frontline
2. Open the workspace
3. Edit the system prompt to describe your business, services, and personality
4. Link a knowledge base (Sales KB is recommended)
5. Connect your phone number (via Twilio integration)
6. Set business hours and after-hours behavior
7. Test with the simulator
Writing effective prompts
Your agent's prompt should include:
- Your company name and what you do
- Tone of voice (professional, friendly, casual)
- Services offered with approximate pricing
- Qualification questions to ask (budget, timeline, location)
- When to transfer to a human
- Booking instructions (calendar link, availability)
Available tools
The Frontline agent can:
- Look up customer info in CRM
- Check calendar availability
- Book appointments
- Create new leads
- Transfer to a human agent
- Send follow-up SMS after a call
- Log conversation summaries