Prerequisites
Before you begin, make sure you have:- ✅ A Thoughtly account (sign up free)
- ✅ A clear use case in mind (e.g., receptionist, appointment booking)
- ✅ Basic information about your business
Step 1: Create Your First Agent
1
Navigate to Agent Builder
Log into your Thoughtly dashboard and click “Create Agent” from the main navigation.
2
Choose Your Template
Select a template that matches your use case, or start from scratch with a blank agent. Popular templates include:
- Receptionist - Answer and route calls
- Appointment Scheduler - Book meetings automatically
- Customer Service - Handle support inquiries
3
Configure Basic Settings
Set up your agent’s basic information:
- Name: Give your agent a descriptive name
- Voice: Choose from thousands of AI voices in the Voice Library
- Language: Select your primary language
- Personality: Adjust tone (friendly, professional, assertive)
Step 2: Design the Conversation Flow
1
Add Your First Node
Every conversation starts with a greeting. Type in your opening message in “Start node”. Then click “Add Node” to select “Message Node” to create your first message.Example greeting:
2
Add Response Logic
Add decision nodes to handle different customer responses:
- Question nodes to gather information
- Decision nodes to branch conversations
- Action nodes to perform tasks (book appointments, transfer calls)
3
Configure Outcomes
Set up call outcomes to track performance:
- Appointment booked
- Question answered
- Transferred to human
- Call back requested
Step 3: Add Knowledge with Genius
1
Create a Genius Knowledge Base
Navigate to the Genius tab and click “Create New Genius”. This is where you’ll store information your agent needs to know.
2
Add Your First Data Source
Click “Add Data Source” and choose a source type:
- Text: Paste FAQs, policies, or product info
- URL: Scrape information from your website
- PDF: Upload product catalogs or manuals
- Audio: Upload call recordings for training
3
Connect Genius to Your Agent
Return to your agent in the Agent Builder and select your Genius from the Genius dropdown in the settings panel.
Step 4: Request a Phone Number
1
Open the Support Widget
Click the customer support chat widget (Intercom) in the bottom-right corner of the Console.
2
Share Your Requirements
Let the support team know the phone number type you need (toll-free, local, or mobile), how many numbers you want, and the capabilities required (voice, SMS, or both).
3
Confirm Assignment
The support team will provision the number(s) for you. After you receive confirmation, add the number to your agent on the Agents Page.
Step 5: Test Your Agent
1
Make a Test Call
Call your Thoughtly phone number to test your agent. Listen for:
- Clear audio quality
- Natural conversation flow
- Accurate responses from Genius
- Proper call routing
2
Review the Call
After your test call, go to Library → Calls to:
- Listen to the recording
- Read the transcript
- Check which outcome was logged
- Review response times
3
Iterate and Improve
Based on your test:
- Adjust conversation flow
- Add more knowledge to Genius
- Refine voice settings
- Update personality settings
Next Steps
Congratulations! You’ve built your first voice agent. Now enhance it:Add Integrations
Connect your CRM, calendar, and other tools
Set Up Automations
Trigger calls and automate workflows
Clone Your Voice
Create a custom voice that sounds like you
Explore Use Cases
See detailed implementation examples
Common Issues & Solutions
Agent isn’t answering calls
- ✅ Verify phone number is connected in Agent Settings
- ✅ Ensure agent has a greeting Start node configured
- ✅ Test by calling from a different phone
Agent gives incorrect information
- ✅ Review and update your Genius knowledge base
- ✅ Remove outdated or conflicting information
- ✅ Use Q&A format for better accuracy
- ✅ Verify Genius is connected to your agent
Voice quality issues
- ✅ Try a different voice from the marketplace
- ✅ Check your microphone during test calls
- ✅ Verify network connection is stable
- ✅ Adjust presence settings
Common Mistake: Skipping the testing step. Always use Test Agent before making real calls. This catches conversation flow issues, missing variables, and broken outcomes before they affect customers.
Need Help?
- Chat Support: Click the bubble in the bottom right
- Email: support@thoughtly.com
- Office Hours: Join our weekly sessions
- Community: Thoughtly Skool
See also
- Agent Builder - comprehensive agent documentation
- Genius - adding knowledge to agents
- Phone Numbers - managing phone numbers
- Testing - validating agent behavior
- Use Cases - industry-specific examples