Setting Up AI Agents

Log in to the portal

Navigate to portal.click2call.com.au and sign in with your user credentials.

Navigate to AI Agents

In the top navigation bar, click AI. In the left-hand sidebar, click AI Agents. You will see the AI Agents overview page, which shows a blue information banner explaining that you can train AI Voice Agents by uploading documents to your Knowledge Base. Before you can create an agent, you must first set up a Business Profile.

Create your Business Profile

Click the Create Business Profile button. The Business Profile is the knowledge base your AI Agent will draw on when answering caller questions. The more detail you provide here, the more accurately and helpfully your agent will respond. The profile is divided into several sections.

Complete each section of the Business Profile:

• Business Contact Details: Enter your Business Name, Phone Number, Email, Website, and Physical Address. This information allows the agent to tell callers how to contact your business.
• Business Category: Enter your industry type, for example Telecommunications, Accounting, or Retail. This helps the AI understand the context of your business.
• Business Description: Write a clear description of your business and any important information you want the agent to share with callers. Include your key services, what makes your business different, and any details callers commonly ask about.
• Operating Hours: Enter your Regular Operating Hours (for example, Monday to Friday, 8am to 6pm) and your Public Holiday Hours. The agent can use this information to tell callers when you are open.
• Products and Pricing: List the products and services your business offers. You can also include pricing information such as call-out fees or hourly rates, and the payment options you accept (credit card, bank transfer, etc.).
• Other Information: This large free-text field (up to 65,535 characters) is where you can add FAQs and any other information you want the agent to know. Format it as question-and-answer pairs for best results — for example: Q: Do you offer after-hours support? A: Yes, emergency support is available 24/7 by calling our after-hours line.

Once all sections are complete, save the Business Profile before proceeding.

Create a new Agent

Return to the AI Agents page and click Create a new Agent. The Create New Agent form will open. At the top right of the form, use the Enabled dropdown to set when the agent should be active — for example, At all times, or only during specific hours.

Fill in the Agent Profile section:

• Agent Name: Give the agent a name that reflects its role, for example Support, Sales, or General Enquiries. This name is used internally in the portal to identify the agent.
• Welcome Message: This is the first thing the agent says when a caller connects. Keep it short and natural — for example: Hi, thanks for calling. How can I help you today? The agent will then listen and respond to whatever the caller says.
• AI Voice Actor: Choose the voice the agent will use. The default is Alice, which is recommended for conversational speech. The voice selection affects how natural and engaging the agent sounds to callers.

Configure Agent Call Flow Settings

Scroll down to the Agent Call Flow Settings section. This is where you define which phone lines connect to the agent and what happens if a caller asks to speak to a human.

Configure the two panels:

• Incoming Call Routing: Select which of your extensions or phone lines should connect directly to this agent. Hold Ctrl (or Command on Mac) and click to select multiple lines. Any call arriving on a selected line will be answered by this AI Agent.
• If caller asks to speak to a human: Choose what happens when a caller requests a human. You can keep them connected to the AI, or set a Default Route — a phone number or extension where the call will be transferred. Use the Transfer Availability dropdown to control when transfers are permitted (for example, only during business hours).
• Follow call flow for the dialed number: Toggle this on if you want the agent to follow the existing call flow rules for the dialled number rather than handling the call independently.

When you are satisfied with the settings, click Create Agent at the bottom right of the page.

Test the AI Agent

Call one of the phone lines you assigned to the agent from an external phone. The agent should answer with the Welcome Message you configured. Speak naturally and ask a question that your Business Profile should be able to answer — for example, your business hours, your address, or a question about your services. Verify that the agent responds correctly and sounds natural.

If the agent does not answer a question accurately, return to the Business Profile and add more detail to the relevant section. For frequently asked questions, the Other Information field is the most effective place to add specific Q&A pairs. Changes to the Business Profile take effect immediately — no need to recreate the agent.

Also test the human transfer scenario by saying "Can I speak to someone?" or "I'd like to talk to a person" during the call. Confirm the call is handled according to the Agent Transfer Options you configured.