A digital employee is an AI agent that works on behalf of the company by set rules. Unlike the assistant, which talks to you, digital employees talk to customers and do the work themselves.
List of employees
Digital employees are in Settings → Digital Employees.
Representative
The Representative answers customers in messengers, website chat, SMS and email: describes services, clarifies the request, books a visit, creates a contact and an opportunity.
The settings are split into tabs:
- Instructions — how to talk, what to offer, what not to promise.
- Channels — where the Representative answers.
- Triggers — which events bring it into action.
- Tools — which actions in the system it is allowed to take.
- Activity — what it has already done.
The Auto-Reply switch decides whether the Representative answers new contacts on its own. For a single contact, AI is switched off with the toggle on the contact page — then only a person answers.
The Representative takes facts about the company from the knowledge base.
Voice agents
A voice agent answers calls and places them: takes a request, answers questions, books the customer. Agents are in the Voice agents section.
To have an agent take calls:
- Click New agent and set the name, voice and instructions.
- Connect a number in Settings → Telephony.
- Attach the agent to the number.
After a call, the recording, transcript and a short summary stay in the system.
Activity log
All logs shows what each digital employee did: who it talked to, which actions it took, where it handed over to a person.
Permissions
Each digital employee has its own role with a set of permissions, like a regular user. Roles are in Settings → Roles & Permissions.