> ## Documentation Index
> Fetch the complete documentation index at: https://aipro.placetel.de/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Smart Desk Agent

> Create a voice assistant that answers frequently asked questions from your knowledge base.

Create a voice assistant that answers frequently asked questions from your knowledge base. Upload your FAQ content or paste it as text, and the agent will handle caller inquiries around the clock -- providing accurate, consistent answers every time.

## Basic Info

This is where you configure the core identity and personality of your voice assistant. These settings determine how your assistant introduces itself and how it sounds to callers.

### Agent Name

A descriptive name that helps you identify this assistant in your dashboard. This name is only visible to you and your team -- callers will never hear it.

<Tip>
  Use a name that reflects the assistant's purpose, e.g. *"Customer Support FAQ"* or *"Sales Hotline Bot"*.
</Tip>

### Welcome Message

This is the very first sentence your assistant speaks when it picks up a call. It sets the tone for the entire conversation and helps callers understand who they're talking to.

**What makes a good welcome message?**

* Keep it short and friendly (1-2 sentences)
* Introduce the company or department
* Invite the caller to ask their question

<Accordion title="Example welcome messages">
  - *"Hello! Welcome to Acme Support. How can I help you today?"*
  - *"Hi there, you've reached the Smith & Co. information line. What would you like to know?"*
  - *"Good day! Thank you for calling. I'm here to answer your questions."*
</Accordion>

<Warning>
  Avoid very long introductions -- callers want to get to the point. Stay away from technical jargon that might confuse the caller.
</Warning>

### Voice

Choose the synthetic voice your assistant will use to speak. The voice determines the sound, tone, and accent of your assistant's speech.

* **Naturalness:** Some voices sound more human-like than others. Preview them to find the best fit
* **Language & accent:** Make sure the voice matches the language your callers expect
* **Brand fit:** A professional services company might prefer a calm, clear voice, while a casual brand might choose something warmer

## Knowledge Base

This is the knowledge base that powers your voice assistant. The content you provide here is what the assistant uses to answer caller questions. The better and more complete your content, the more accurate and helpful the assistant will be.

### How It Works

When a caller asks a question, the AI searches through the content you provide to find the most relevant answer. It then formulates a natural-sounding spoken response based on that information.

<Info>
  The assistant cannot answer questions about topics not covered in your content. If a question falls outside the provided knowledge, the assistant will politely let the caller know it doesn't have that information.
</Info>

### Enter Text

Type or paste your FAQ content directly into the text field. This is the fastest way to get started, especially if you already have your questions and answers ready.

**Best practices:**

* Use a clear **Q\&A format** so the AI can easily identify questions and their answers
* Cover the **most common questions** your callers typically ask
* Include relevant details like business hours, addresses, pricing, return policies, etc.
* Write answers the way you'd want them spoken out loud -- keep them conversational

<Accordion title="Example format">
  ```
  Q: What are your business hours?
  A: We are open Monday to Friday from 9 AM to 5 PM.

  Q: Where are you located?
  A: Our office is at 123 Main Street, Downtown.

  Q: Do you offer free shipping?
  A: Yes, we offer free shipping on all orders over $50.
  ```
</Accordion>

### Upload Document

Alternatively, you can upload a PDF or TXT file containing your FAQ content. This is useful if you already have a knowledge base document, employee handbook, or product catalog.

**Supported formats:**

* **PDF** -- Standard documents, brochures, manuals
* **TXT** -- Plain text files

**File size limit:** 15 MB maximum

<Tip>
  Make sure the text in your PDF is selectable (not a scanned image). Well-structured documents with headings and clear sections work best.
</Tip>

## Call Forwarding

Call forwarding lets your voice assistant transfer callers to a real person when the situation requires human attention. You define rules that tell the assistant when and where to forward a call.

### How It Works

During a conversation, the AI evaluates whether a caller's request matches one of your forwarding rules. If a match is found, the assistant informs the caller that it will connect them, and then transfers the call to the specified phone number.

### Enable / Disable

Use the toggle at the top to turn call forwarding on or off. When disabled, the assistant will never forward calls, even if rules are defined.

### Forwarding Rules

Each rule consists of three parts:

**Intent (When to forward)**

Describe the situation or caller request that should trigger a forward. Write this in natural language -- the AI will interpret it.

<Accordion title="Example intents">
  * *"The caller wants to speak to a human agent"*
  * *"The caller has a billing complaint"*
  * *"The caller asks about a custom enterprise plan"*
  * *"The caller reports an emergency or urgent issue"*
</Accordion>

**Description**

A short label for your own reference. This is not used by the AI.

**Phone Number (Where to forward)**

The phone number in full international format (e.g. `+4930123456789`).

### Multiple Rules

You can add as many forwarding rules as you need. The AI evaluates all active rules during each conversation.

<Tip>
  Start with 2-3 rules for the most common transfer scenarios. Test your rules by making a few sample calls after setup.
</Tip>

## Post-Processing

Post-processing defines what happens after a call ends. Currently, this allows you to receive an automatic email summary of every conversation your assistant handles.

### How It Works

After each call, the system automatically:

<Steps>
  <Step title="Transcription">
    Transcribes the entire conversation (both the caller and the assistant)
  </Step>

  <Step title="AI Summary">
    Generates a summary using AI -- highlighting the key points, questions asked, and answers given
  </Step>

  <Step title="Email Delivery">
    Sends the summary by email to the address you specify (if configured)
  </Step>
</Steps>

### Email for Call Summary

Enter the email address where you want to receive call summaries. This field is **optional** -- if you leave it empty, transcription and summaries are still generated internally but won't be emailed.

**Use cases:**

* **Customer support lead** receives a daily digest of all FAQ calls
* **Sales team** gets instant notifications about incoming inquiries
* **Quality assurance** reviews AI responses for accuracy and tone

<Tip>
  You can use a shared team inbox (e.g. `support@yourcompany.com`) so multiple people can review. Consider setting up an email filter to organize incoming call summaries.
</Tip>

### What's Included in the Summary

Each email summary typically contains:

* **Date and time** of the call
* **Full transcript** of the conversation
* **AI-generated summary** of the key topics discussed
* **Caller intent** -- what the caller was trying to achieve
* **Outcome** -- whether the question was answered, forwarded, or unresolved