Launch your first client agent

Everything to get a client's agent live: a workspace, an agent, a number, and a verified route from the client's phone line to the agent.

1. Create the client's workspace

1. In the sidebar, click Agency (or Studio), then the Workspaces tab.
2. Click New Workspace, enter a Workspace Name, and click Create Workspace.
3. Switch into the new workspace before building anything, and confirm the name at the top is the client's.

If you're branding the client's portal or sending email from your own domain, set that up in the Branding and Domains & Email tabs first, so the client never sees a link with another provider's branding.

2. Build a small first agent

1. Click Call Flows, then New Call Flow, then a template.
2. Enter the client's website and click Read it. Check the details that come back and correct anything wrong before continuing.
3. Tick only the capabilities the client actually needs, and set the Send to address for call summaries.
4. Click Create agent.
5. In the editor, check Greeting & Conversation — the agent's name, its greeting, and Call direction set to Inbound & outbound so it can answer calls.

3. Connect a number

Either assign a platform number to the flow, or forward the client's existing business line to one.

If you're forwarding the client's line, open Phone Line → Call forwarding and follow the wizard. It asks when calls should forward and gives you the carrier code to dial. Note which condition you chose — you'll test that exact case.

4. Publish, then verify the real route

Publishing matters: real phone calls only use published changes.

1. Click Publish Changes.
2. Call the number directly from a phone and confirm the agent answers.
3. If the client's line is forwarded, call that line too and test the exact forwarding condition you set up — an unanswered call, a busy line, or all calls.
4. Test a transfer by phone rather than in the browser.

If the number rings but the agent never answers, check Redirect incoming calls in the flow's advanced call routing settings. It sends calls straight past the agent, and it's the most common cause of a number that appears dead.

5. Hand over

Show the client how to stop the agent taking their calls: Phone Line → Stop forwarding → Remove call forwarding. That gives them the code to dial on their own phone. The platform can't remove forwarding for them, and can't tell whether they've done it.