Call agent configuration

Prepare a prompt

Only the workspace owner can edit call-agent configuration. Choose the response language and business time zone, then select Create with guided questions. The eight steps cover the receptionist and company, services, service area and hours, pricing, intake and urgency, scheduling, transfers, and special handling. Company, services, intake, and scheduling are required; the remaining answers are optional. Use facts confirmed by your business.

Prompt generation is available only when the configured AI service is ready. If it is unavailable, use I already have a prompt to continue with an existing prompt. The service does not fill missing answers with assumed business details.

Generated text is an editable draft. Review its wording and every business fact, then save it to create a local version. Wizard answers are also saved as business knowledge for the prompt generator. Nothing is sent to Retell, and generation does not publish or activate an agent.

Use an existing prompt

Choose I already have a prompt to skip the guided questions. Enter or paste a call-flow template of up to 12,000 characters, or import a .txt or .md file within that limit. Relato preserves the text formatting. Existing saved prompts remain available for review and editing.

You can also add confirmed business knowledge as topic and answer pairs. Leave both fields empty for unused rows. Saving creates a new local version; publishing marks it as the current Relato configuration. Publishing does not place calls, book visits, charge payments, or send messages.

Retell assignment and draft export

Under Preferences, the Call agent section shows the current assignment returned by Relato. Assignment is managed by the Relato team; this page is read-only. Older agent references in saved versions do not count as an active assignment.

Preview a saved version to review the generated instructions. The provider status remains not connected. Downloading the JSON does not change Retell or start calls. When an agent is assigned, the download includes only general_prompt so existing Retell tools are not overwritten. Without an assignment, the draft includes the generated general_prompt and an empty general_tools list.

The current prompt rules do not provide booking, payment, messaging, or transfer actions. The prompt must not claim an appointment, callback time, text message, or transfer succeeded unless an enabled tool confirms it.

Review versions and recover

Open Saved changes below the instructions to consult saved local configurations. The history is a reference; it does not confirm synchronization with Retell. If a save cannot be confirmed, refresh the history before retrying. Editing a draft and saving creates a new version. The Call agent module can be disabled separately from CRM and scheduling; changing that flag does not delete configuration history. See Workspace modules.

Synchronization status

The Relato team can copy an approved version to the Retell draft from the internal panel. The company can see whether synchronization is pending, copied, or requires review. Copying instructions does not publish the agent, connect numbers, or start calls. Availability checks require verified Google and Housecall Pro connections; an incomplete source never means a time is free.

Calendar lookup requires a separate operator review of the exact instructions and availability tool before copying that variant. It only reads availability and cannot create or confirm appointments.