Custom Agents

Custom agents let you build AI voice agents tailored to your specific business workflows. While the AI Receptionist, Customer Support, and Technical Support agents come with pre-built behaviors and templates, custom agents start from a blank canvas and can be configured to handle virtually any voice-driven interaction.

What You Can Build

Lead Qualification Build an agent that qualifies inbound leads by asking structured questions about budget, timeline, requirements, and decision-making authority. Qualified leads are logged with a score and relevant details for your sales team to follow up.

Example flow:
Agent: "Thanks for your interest in our services. To connect you with the right
        team member, I'd like to ask a few quick questions. What is your approximate
        budget for this project?"
Caller: "Around 5 lakhs."
Agent: "Got it. And when are you looking to get started?"

Appointment Booking Create a dedicated booking agent that checks availability across multiple calendars, handles rescheduling and cancellations, sends confirmation details, and manages waitlists. Works with the Google Calendar integration.

Survey & Feedback Collection Deploy an agent that conducts customer satisfaction surveys, NPS calls, or post-service feedback collection. Responses are logged and can be exported for analysis.

Order Taking Build an agent that takes orders over the phone -- menu items for restaurants, product orders for retail, or service bookings for field operations. The agent confirms quantities, prices, delivery details, and generates payment links via Razorpay.

Reminder & Notification Calls Configure outbound agents that call customers with appointment reminders, payment due notices, delivery updates, or prescription refill reminders. Pairs well with the Callback Agent system.

Building a Custom Agent

Custom agents are built using the same Setup Wizard as other agent types, with the key difference being that the behavior is defined entirely through your configuration:

1. Define the workflow in the Custom Instructions field. Be specific about the conversation flow, what questions to ask, what information to collect, and what actions to take based on responses.

2. Structure the Knowledge Base with all the information the agent needs: product catalogs, pricing, availability rules, qualifying criteria, survey questions, and FAQ content.

3. Use the Prompt Builder to organize your agent's knowledge into clearly defined sections. The Prompt Builder lets you create structured sections like "Qualifying Questions", "Product Catalog", "Pricing Rules", and "Escalation Criteria".

4. Set escalation rules so the agent knows when to hand off to a human. Even custom agents should have clear boundaries defined in the Custom Instructions.

Configuration Example

Here is an example of Custom Instructions for a lead qualification agent:

You are a lead qualification specialist for Acme Software Solutions.

Your goal is to qualify inbound leads by gathering the following information:
1. Company name and size (number of employees)
2. Current software solution they use
3. Primary pain points with their current solution
4. Budget range for a new solution
5. Decision timeline
6. Whether they are the decision maker

Scoring:
- Budget above 5 lakhs AND timeline under 3 months = HOT lead
- Budget above 3 lakhs OR timeline under 6 months = WARM lead
- All others = COLD lead

For HOT leads: Schedule a demo call with the sales team immediately.
For WARM leads: Take their details and confirm a sales rep will follow up.
For COLD leads: Share our pricing page link and offer to send an information kit.

Never pressure the caller. If they seem hesitant, offer to send materials by email.

Multi-Agent Configurations

Custom agents can be paired with other agents in a multi-agent setup:

• Front door + Custom -- Use an AI Receptionist as the front door that routes to your custom agent for specialized workflows
• Support + Custom -- Pair Customer Support with a custom order-taking agent, transferring callers who want to place an order
• Multiple custom agents -- Build different custom agents for different departments and route between them using Routing Configuration

Pricing

Custom agents are priced the same as the agent type they are built on. Contact us at support@brtneura.info if you need help determining the right pricing tier for your use case or want assistance designing your agent workflow.

Coming Soon: More Agent Types

Zentrix Agent Studio is expanding beyond voice agents. Future agent types include:

• Exam Agents -- AI-powered assessment and evaluation agents for education and training
• Chat Agents -- Text-based chat agents for website and messaging platform integration
• Workflow Agents -- Automated workflow agents triggered by events, schedules, or external systems

These agent types will share the same platform infrastructure, knowledge base system, and analytics pipeline. Stay tuned for announcements.

A Product by BRTNeura Technology LLP