Facilio DocsHelpdesk Guide
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09Set up your agents

The Intake agent

The AI agent that answers tenants on phone, WhatsApp, your website and email. Here you decide how it sounds, what it handles and which numbers and inboxes it answers, then test it live before anyone else does.

Find it inAgent Configuration›Intake
10 sections15 how-to guides10 min readDownload .md

09.1How the Intake page is laid out

Open Intake under Agent Configuration in the menu. The page is called Intake Configurations and has five tabs:

Tab What you set there
General The agent's name, language, voice, greeting, tone, scope of work, example answers and how it ends conversations
Calls Which phone numbers the agent answers
Whatsapp Which WhatsApp numbers the agent replies on
Web Widget The chat and call widget for your website, and its embed code
Email Which inboxes the agent reads and replies to

On the right of every tab is the Playground, where you can talk to your agent by phone, WhatsApp or the web widget.

The tabs along the top, with Save And Publish on the right.
Fig. 09.1The tabs along the top, with Save And Publish on the right.
The Playground on the right: talk to your agent as it's set up right now.
Fig. 09.2The Playground on the right: talk to your agent as it's set up right now.

09.2The General tab, section by section

The General tab is one long page. Here's each section in order, and what it controls. The how-to guides further down walk through changing them.

Identity

The agent's name, language and dialect.
Fig. 09.3The agent's name, language and dialect.

Voice

Choose Female or Male, then pick a voice. Press play on a card to hear it.
Fig. 09.4Choose Female or Male, then pick a voice. Press play on a card to hear it.

Greeting

How the agent opens every conversation.
Fig. 09.5How the agent opens every conversation.

Behaviour

The agent's tone and personality.
Fig. 09.6The agent's tone and personality.

File Analysis

When this is on, the agent can read photos and PDFs that tenants send.
Fig. 09.7When this is on, the agent can read photos and PDFs that tenants send.

Scope of Work

What the agent handles. Each scope is a type of request, such as HVAC & cooling.
Fig. 09.8What the agent handles. Each scope is a type of request, such as HVAC & cooling.

Scenarios

Exact answers for specific requests: what a tenant might say, and how the agent should respond.
Fig. 09.9Exact answers for specific requests: what a tenant might say, and how the agent should respond.

Ending the conversation

What ends a conversation, and the line the agent signs off with.
Fig. 09.10What ends a conversation, and the line the agent signs off with.

Actions

Things the agent can do in your other systems during a conversation, added with Add Action.
Fig. 09.11Things the agent can do in your other systems during a conversation, added with Add Action.

09.3The agent's identity and voice

How to name your agent and choose its language

  1. 1
    Open Intake and stay on the General tab.
  2. 2
    Under Identity, type the Agent Name tenants will hear and see on every channel.
  3. 3
    Choose the Language, then the Dialect. Languages include Arabic (Egyptian, Emirati, Saudi), English (American, Australian, British, Indian, UAE), English & Arabic (UAE) and Hindi.
Identity: the agent's name, language and dialect, with the Voice section below.
Fig. 09.12Identity: the agent's name, language and dialect, with the Voice section below.

How to choose the agent's voice

  1. 1
    In the Voice section, choose Female or Male. The voice cards update to match.
  2. 2
    Press the play button on a card to hear the voice.
  3. 3
    Click the card to choose it.
Switching to Male shows the male voices. Each card has a play button and a short description.
Fig. 09.13Switching to Male shows the male voices. Each card has a play button and a short description.

How to set the greeting and tone

  1. 1
    Under Greeting, pick how the agent opens a conversation, for example Professional, Empathetic or Direct. Hover over a chip to read the exact wording.
  2. 2
    Under Behaviour, pick its tone: Empathetic, Friendly & Casual, Formal & Precise or Calm & Reassuring.
  3. 3
    Leave File Analysis switched on so the agent can read the photos and PDFs tenants send.
Greeting set to Empathetic, and Behaviour set to Calm & Reassuring.
Fig. 09.14Greeting set to Empathetic, and Behaviour set to Calm & Reassuring.

09.4What the agent handles

How to add to the agent's scope of work

The scope tells your agent what it should handle and where to draw the line.

  1. 1
    Scroll to Scope of Work on the General tab and click Explore Library.
Scope of Work lists what the agent already handles.
Fig. 09.15Scope of Work lists what the agent already handles.
  1. 2
    In the Scope Library, browse by category on the left or search. Templates already in your scope are marked Already Added.
The Scope Library, with templates grouped into categories.
Fig. 09.16The Scope Library, with templates grouped into categories.
  1. 3
    Tick the templates you want to add. The count at the bottom shows how many you've selected.
Two new templates selected: Lifts & Escalators and Security & Access.
Fig. 09.17Two new templates selected: Lifts & Escalators and Security & Access.
  1. 4
    Click Add to Scope of Work. The new templates appear in the list.
The two new scopes are added to the agent.
Fig. 09.18The two new scopes are added to the agent.

How to add a scenario

A scenario teaches the agent exactly how to answer a specific request.

  1. 1
    Scroll to Scenarios and click Add.
The Add Scenario dialog.
Fig. 09.19The Add Scenario dialog.
  1. 2
    Under What a user might ask, type the request, for example "The lift is stuck with people inside".
  2. 3
    Under How the agent should respond, describe what the agent should do.
Both fields are needed before you can add the scenario.
Fig. 09.20Both fields are needed before you can add the scenario.
  1. 4
    Click Add. The scenario joins the list. To change or remove it later, open its ⋯ menu and choose Edit or Delete.
The new scenario is listed with the others.
Fig. 09.21The new scenario is listed with the others.

09.5How conversations end

How to set when and how the agent signs off

  1. 1
    Scroll to Conversation end condition and tick what should end a conversation, for example Ticket is created or Caller says goodbye.
End conditions and closing messages.
Fig. 09.22End conditions and closing messages.
  1. 2
    Under Closing message, pick a preset, or choose Write my own and type the exact line the agent should say.
Write my own opens a text box for your own sign-off (up to 255 characters).
Fig. 09.23Write my own opens a text box for your own sign-off (up to 255 characters).

09.6Let the agent use your other systems

How to add an action

Actions let the agent look things up or do things in your other systems during a conversation. For example, it can find the caller's tenant record or raise a work order in Facilio.

  1. 1
    Scroll to Actions at the bottom of the General tab and click Add Action.
The Actions section, at the end of the General tab.
Fig. 09.24The Actions section, at the end of the General tab.
  1. 2
    The Add Action picker lists your connectors on the left and their actions on the right. Connected systems are marked Connected. For others, click Contact Support, or Request connector if yours isn't listed.
Facilio is connected, and its actions are listed on the right.
Fig. 09.25Facilio is connected, and its actions are listed on the right.
  1. 3
    Tick the actions the agent may use, then click Proceed.
Two actions selected: Get Tenant By Phone Number and Create Work Order.
Fig. 09.26Two actions selected: Get Tenant By Phone Number and Create Work Order.
  1. 4
    For each action, write When to call this tool, in plain words. Then set the Processing message: what the caller hears while the action runs. Choose Say a message or Play a sound. Fill in the Parameters, or let the agent decide.
Telling the agent to look up the caller at the start of every call, and what to say while it does.
Fig. 09.27Telling the agent to look up the caller at the start of every call, and what to say while it does.
  1. 5
    Click Save Action. The actions are listed under Actions and saved straight away.
Both actions are added. Open one to change its instructions, or remove it from its ⋯ menu.
Fig. 09.28Both actions are added. Open one to change its instructions, or remove it from its ⋯ menu.

09.7Publish your changes

How to save and publish

  1. 1
    Make your changes on any tab. Save And Publish at the top right turns active as soon as something changes.
Here the Behaviour is changed to Formal & Precise, and Save And Publish is active.
Fig. 09.29Here the Behaviour is changed to Formal & Precise, and Save And Publish is active.
  1. 2
    Click Save And Publish. All tabs are saved together, and the button greys out again until the next change.
Published. The agent uses the new settings from its next conversation.
Fig. 09.30Published. The agent uses the new settings from its next conversation.

09.8Channels the agent answers

How to choose the phone numbers the agent answers

  1. 1
    Open the Calls tab. Your numbers are listed under Phone Numbers, each tagged Trial or Purchased, and SIP if it comes from your own phone system.
Intake › Calls: the agent answers the ticked numbers.
Fig. 09.31Intake › Calls: the agent answers the ticked numbers.
  1. 2
    Click a number card to tick it. A dimmed card is already used by another agent.
  2. 3
    Click Save And Publish.
The Retail tenants line is now ticked as well.
Fig. 09.32The Retail tenants line is now ticked as well.

How to choose the WhatsApp numbers the agent replies on

  1. 1
    Open the Whatsapp tab.
  2. 2
    Click the WhatsApp number cards the agent should reply on, then click Save And Publish.
Tick a WhatsApp number. The Playground on the right switches to a WhatsApp chat so you can test it.
Fig. 09.33Tick a WhatsApp number. The Playground on the right switches to a WhatsApp chat so you can test it.

How to choose the inboxes the agent reads

  1. 1
    Open the Email tab.
  2. 2
    Click the inbox cards the agent should handle. Use the copy icons next to Incoming and Outgoing to grab an address.
  3. 3
    Click Save And Publish.
The Tenant requests inbox is ticked. To add a new inbox, see [Settings › Email](settings.html#how-to-add-a-support-email).
Fig. 09.34The Tenant requests inbox is ticked. To add a new inbox, see Settings › Email.

09.9The web widget

The web widget sits on your website or tenant portal. Visitors can start a call or a chat with your agent from it.

How to create a web widget

  1. 1
    Open the Web Widget tab.
Intake › Web Widget: your widgets on the left and a live preview on the right.
Fig. 09.35Intake › Web Widget: your widgets on the left and a live preview on the right.
  1. 2
    If you see Your widget isn't live yet, click Set Up and add a signing key first (see Web chat keys).
  2. 3
    Click New Widget.
The New Widget builder, with a live preview on the right.
Fig. 09.36The New Widget builder, with a live preview on the right.
  1. 4
    Fill in the Widget Name and Subtext, and click Upload Logo to add your logo.
The preview updates as you type.
Fig. 09.37The preview updates as you type.
  1. 5
    Choose a Theme colour, a Position (Bottom Left or Bottom Right) and a Widget Type: Call, Chat or Both.
Here the widget is set to Chat only, at the Bottom Left.
Fig. 09.38Here the widget is set to Chat only, at the Bottom Left.
  1. 6
    Click Save Widget. The Embed Code appears.
Click Copy Code and paste the snippet into your website.
Fig. 09.39Click Copy Code and paste the snippet into your website.
  1. 7
    Click Done. The new widget appears on the tab. To get the code again later, click Embed Code on the widget card.
The new widget is listed next to your other widgets.
Fig. 09.40The new widget is listed next to your other widgets.

09.10Test it in the Playground

Before tenants reach your agent, try it yourself. These are real conversations with your agent as it's set up now, not a recording. The Playground follows the tab you're on, or you can switch with the three icons above it.

How to test a WhatsApp conversation

  1. 1
    Open the Whatsapp tab. The Playground shows a WhatsApp chat, and the agent greets you.
The agent greets you with its name, just as a tenant would see it.
Fig. 09.41The agent greets you with its name, just as a tenant would see it.
  1. 2
    Type a message in Message and press Enter. The agent replies.
Reporting a power cut. The agent asks the right follow-up question.
Fig. 09.42Reporting a power cut. The agent asks the right follow-up question.
  1. 3
    Keep chatting to see the whole flow, right up to the ticket.
The agent raises the emergency ticket and tells the tenant who is coming.
Fig. 09.43The agent raises the emergency ticket and tells the tenant who is coming.

How to test a phone call

  1. 1
    Open the Calls tab and press the green call button in the Playground. Allow your browser to use the microphone.
The call preview, ready to start.
Fig. 09.44The call preview, ready to start.
  1. 2
    Talk to the agent as a tenant would. The call shows a timer, plus Mute, Keypad (to press numbers) and the red end-call button.
A test call in progress with your agent.
Fig. 09.45A test call in progress with your agent.

How to test the web widget

  1. 1
    Open the Web Widget tab and choose Start a Chat (or Start a Call) in the preview.
  2. 2
    Type in Ask anything... and send. The agent replies inside your widget, with your name, colours and logo.
Chatting through the Tenant portal widget, exactly as a website visitor would.
Fig. 09.46Chatting through the Tenant portal widget, exactly as a website visitor would.