What the agent may say

What the agent may say

The AI voice agent phrases within clear guidelines. It may speak naturally and respond to how the conversation develops, but it stays bound to the campaign goal, the script, the AI layer and the knowledge. This article explains the scope within which the agent operates.

The permitted scope

The agent may phrase freely within the following limits:

• It may convey the script in a natural, paraphrased way.
• It may adjust the order of individual points slightly.
• It may respond to questions with information from the knowledge.
• It may respond to objections within the objection rules.
• It may offer an appointment or callback, if configured.

Why the agent may phrase freely

A rigidly read script sounds unnatural. By phrasing freely within the guardrails, the agent keeps the conversation flowing and responsive to the contact. At the same time, the settings ensure that the statements stay backed by content. You define additional rules in the AI layer.

The agent is not a free-form chatbot

The agent is deliberately not a free-form chatbot. It pursues a fixed goal and relies on the stored content. It does not make statements that are not covered by the script, AI layer or knowledge.

Hinweis: The clearer your settings are, the more reliably the agent stays within the intended scope. A precise script and well-maintained knowledge are the best foundation.

Related topics

• What the agent must not invent
• AI layer and additional rules
• Campaign goal and conversation guardrails