Guides
Best practices
Recommendations for reliable phone agents.
Prompts and settings
Treat settings_json (roles, industry, tone, collect fields) as source of truth — they are recompiled every call. Keep prompts short for phone.
Knowledge
Put durable facts in Knowledge. Do not dump the whole business into the system prompt when a collection is attached.
Test before PSTN
Always Test Live, then check Latency lab. Fix Presence Buffer and transfers before assigning numbers.
Publish carefully
Use Publish Guard on automations. Prefer published workflow versions for campaigns.