Overview
Each agent registers as a standard SIP extension, so you can place it in call flows like any other extension, for example as the first answer point for the main number or as the after-hours destination.
You create and manage agents in the Ringotel admin portal, on the organisation's Overview page, alongside the softphone users you already manage.
During a call, an agent can:
greet callers by name or caller ID and answer questions from its prompt and knowledge base;
warm-transfer callers to the right person or department;
leave messages for team members in the Ringotel app;
send emails to chosen addresses;
call your customer's own REST endpoints through custom webhook tools.
After each call, the users in the agent's notification group receive a summary, a transcript and the call recording. In addition, it can be automatically synced with the connected CRM system.
Before you start
You need three things before creating an agent:
Admin access to the organisation in the Ringotel admin portal.
A PBX connection on that organisation. Existing connections are listed under Connections on the organisation's Overview page. To add one, select Add connection.
An extension for the agent on the PBX.
Note:
AI Agents are available in both Essentials and Pro organisations.
Create an AI Agent
Agents are created with the multi-step Create AI Agent wizard. To open it, go to the organisation's Overview page and select Create > Create AI Agent.
The wizard walks you through these steps. Use Back and Next to move between them.
Choose a Template. Pick one of the industry templates, or select Start from scratch. See Choose a template below.
Personalise. Fill in the personalisation fields, like Company name, Agent name, Location, and Business hours. These details depend on the chosen template and will fill in the agent's greeting and prompt. You can review and fine-tune the result later in Agent Settings.
Set up tools. Answer a few plain questions to configure what the agent can do during calls, e.g. transfer destinations and email addresses.
Agent Settings. Review the greeting and prompt, and choose the agent's language, voice, and timezone. Additionally, you can add keywords, set usage control, and set notification group and recording. See below for more details.
Tools. Review and adjust the agent's tools: warm transfer, leave message, send email and custom webhook tools.
Knowledge Base. Add text knowledge the agent can use to answer questions.
SIP Settings. Set how the agent registers on the PBX, i.e. connection, extension number, credentials.
Creating agent. The wizard creates the agent. It then appears under AI Agents on the Overview page, with its extension number and status.
Choose a template
Eight templates give you a ready-made starting point for common call types. To write your own from a blank agent, select Start from scratch instead.
Each template has pre-built system tools already assigned, like attended transfer, send email, or send message. Complete the tool setup in the "Set up tools" section.
The booking, rescheduling and cancelling appointments can be configured through a custom webhook tool that calls the customer's own booking system. Alternatively, you can use the "send_email" tool to send booking requests to the chosen email.
What the agent can do during a call
You choose which actions each agent can take. Each one is set up in the Set up tools and Tools steps, and can be changed later.
Warm (attended) transfer. The agent puts the caller on hold, then calls the department first and explains why the caller is calling. It connects the caller only after the department accepts. If the department declines or does not answer, the agent returns the call and can take a message instead (if a a tool is configured).
Leave a message. The agent leaves a message for a team member in the Ringotel app.
Send an email. The agent sends an email to addresses you choose, for example with the caller's details and request.
Custom webhook tools. The agent calls a REST endpoint during the call, such as the customer's booking system, order tracker or ticketing tool. You can set Bearer or Basic authentication, define typed parameters and pass caller data to the endpoint. Example uses: book a consultation, track a shipment, log an urgent message.
Two settings help the agent handle calls naturally:
Personalised greetings. Insert the caller's name or caller ID into the greeting or prompt.
Keywords. Add names, product names and industry terms the agent should recognise reliably.
The agent uses the business's local time zone, so business hours and time-based answers match the customer's location.
Call summaries, transcripts and recordings
Add users to an agent's call notification group so they know what every caller said. After each call, the users in the group receive:
a summary of the call;
the full transcript;
the call recording.
The call summaries, transcripts and recordings will arrive in the Ringotel app (as group chats where multiple users are assigned to a notifications group).
Note:
If the call recording is enabled, a "this call may be recorded" notice adds automatically to the agent's greeting. You are responsible for complying with call recording laws.
Usage control
For each agent, you can set its own monthly minute limit to keep each customer's usage predictable. When an agent reaches its limit, new calls overflow to a phone number or extension you choose, so callers still reach someone.
In addition, the number set in the "Forward to" field will serve as a backup destination in case an agent does not respond to a caller within a few seconds, indicating an issue with the agent configuration or the service.
Transparency
Every new agent's prompt created from a template includes EU AI Act disclosure guidance by default. If you edit the prompt, keep this guidance in place.
Together with the automatic "this call may be recorded" notice, this helps meet EU AI Act transparency requirements. Each business remains responsible for its own legal obligations.
Manage your agents
All of an organisation's agents are listed under AI Agents on its Overview page, between Connections and Users. Use Filter by to narrow the list.
Each agent card shows:
the agent's name;
its extension number on the PBX;
its status. Available on PBX means the agent is registered and can take calls.
To change an agent, open it from its card. You can edit the greeting, prompt, language and voice at any time, as well as its tools and knowledge base.
Enable CRM synchronisation
Each agent conversation with its summary, transpiration, and call recording can be synced with the supported CRM system. To enable CRM synchronisation, navigate to an organisation > Integrations tab, and enable a CRM integration (e.g. HubSpot).
Tip:
Refer to the specific CRM integration guide for detailed instructions: https://help.ringotel.com/en/collections/12930462-crm
Once integration is enabled, map a Ringotel AI Agent to a CRM user:
FAQ
Which languages and voices are available? Agents support multiple languages and professional studio quality voices. You can find the list of supported languages and voices in the agent's settings.
Can an agent make outbound calls? Yes. As the agents are connected to your PBX extensions, the agent extension can be used for outbound calling. In addition, you can initiate outbound calls using the Ringotel API.
Does it integrate with my CRM or booking system? Currently, there are no built-in integrations with booking systems. You connect the agent to the customer's own system through a custom webhook tool that calls its REST endpoint.
Which PBXs does it work with? The agent registers as a standard SIP extension on a PBX connected to the organisation in Ringotel.
What happens when an agent reaches its minute limit? New calls overflow to the number or extension you set.
Is it EU AI Act compliant? AI Agents include features that help meet EU AI Act transparency requirements: disclosure guidance in every new prompt and an automatic recording notice. Each business remains responsible for its own legal obligations.
How much does it cost? Contact your Ringotel account manager.