Agent Settings
Once your agent exists you can fine-tune its availability, call behaviour, and connected services from the Agent Setup page. Settings are organized into the sections below.
Basic settings
These fields mirror what you filled in when you created the agent and can be changed at any time.
| Field | Notes |
|---|---|
| Agent Name | Internal label, callers never hear it |
| Voice | Switch between the 9 available voices; click the play icon to preview |
| Greeting | First thing callers hear, keep it welcoming and under 15 seconds |
| System Prompt | The agent's knowledge and behaviour guide, update whenever your hours, services, or policies change |
Review your call transcripts every week or two and use what you learn to refine the system prompt. Small tweaks often produce noticeably better conversations.
Availability
24/7 mode (recommended)
Leave the toggle ON to let the agent answer calls around the clock, great for capturing leads across time zones and providing emergency after-hours support.
Business hours
If you turn 24/7 mode OFF, you can set per-day start and end times. Calls that arrive outside those windows go straight to voicemail.
Monday – Thursday 9:00 AM – 6:00 PM
Friday 9:00 AM – 5:00 PM
Saturday 10:00 AM – 3:00 PM
Sunday Closed
Call forwarding
Set a forwarding number (in E.164 format, e.g. +13055551234) under Call Rules. The agent triggers a forward when a caller explicitly asks for a human, uses phrases like "transfer me," or when the AI decides human intervention is needed.
You can optionally add an Escalation Number as a backup, if the primary forwarding number doesn't pick up, the call rolls to this secondary number instead.
Review transcripts periodically to see when forwarding happens. If the agent forwards too often or not often enough, adjust the system prompt to clarify the rules.
Integrations
Google Calendar
Connecting Google Calendar lets your agent offer real-time appointment booking during calls. After a caller picks a time, the agent creates a calendar event and confirms the details.
- Click Connect Google Calendar and sign in with your Google account.
- Grant calendar permissions and select which calendar to use.
- Configure default duration (30 / 45 / 60 min), buffer time, and how far ahead callers can book.
Caller: "Can I schedule a viewing?"
Agent: "Of course! I have tomorrow at 2 PM or 4 PM. Which works better?"
Caller: "2 PM."
Agent: "Done, I've booked you for tomorrow at 2 PM. You'll get a confirmation email shortly."
Google Sheets
Connecting Google Sheets creates an automatic log of every call, date, time, caller number, duration, outcome, contact info, and a summary. Choose an existing sheet or let OnCallClerk create one for you.
This gives you a live, filterable database of leads without any manual data entry.
FAQs
The FAQ section pins exact answers to specific questions so the agent stays consistent. Click Add FAQ, type the question the way a caller would ask it, type the answer, and save.
Good FAQs are complete and conversational ("We're open Monday through Friday, 9 AM to 6 PM") rather than terse ("see website"). Check transcripts regularly to spot new questions worth adding.
Saving changes
Click Save at the bottom of the page. Changes take effect immediately for all new incoming calls.
Configuration examples
Real estate office
24/7 Availability: ON
Forwarding Number: Agent's cell phone
Google Calendar: Connected, for property showings
FAQs: Listings, neighbourhoods, pricing ranges
System prompt focus: Capture lead info, schedule showings, forward hot leads
Restaurant
24/7 Availability: OFF, Tue–Sun 11:30 AM – 10 PM
Forwarding Number: Kitchen phone
Google Sheets: Connected, reservation log
FAQs: Menu items, specials, location, parking
System prompt focus: Take reservations, answer menu questions
Home services (HVAC/plumbing)
24/7 Availability: ON, after-hours emergencies
Forwarding Number: On-call technician
Google Calendar: Connected, service bookings
FAQs: Service area, diagnostic fee, brands serviced
System prompt focus: Book service appointments, triage urgency, forward emergencies
Troubleshooting
Changes not taking effect? Make sure you clicked Save, wait 30 seconds, then test with a new call.
Calendar bookings not working? Re-check that the integration is connected, calendar permissions are granted, and available hours are configured.
Forwarding not working? Verify the number format includes the country code (e.g. +13055551234) and the destination phone is reachable. Also confirm your system prompt includes instructions about when to forward.
Integration disconnected? Click the integration button to reconnect, check your Google account permissions, and make sure your plan includes integrations.