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An agent is the thing that talks to your customers. It has a voice, a language, instructions you write, material it can answer from, and things it is allowed to do. One agent can answer calls, texts, and email, so most businesses need only one to begin with.

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What one agent contains

Everything about how your agent behaves lives in these six places, and each is a tab on your agent. Change any of these and the next call uses the change. Calls already in progress finish on what they started with.

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When you need a second agent

Start with one. Add another when the behaviour should genuinely differ, not because you have a second job for it to do. Good reasons for a second agent:
  • A different language. An agent speaks one language, so serving English and Spanish callers properly means two agents on two numbers.
  • A different location or business. Different opening hours, different staff, different prices.
  • A quieter after hours agent. Some businesses want a shorter, message taking style at night.
  • A campaign agent. An agent that calls out can be written differently from one that answers.
Poor reasons, where one agent handles it:
  • Bookings and questions in the same call. One agent does both.
  • Calls and texts. One agent covers both.
  • Different departments. That is routing, not a second agent.

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What an agent cannot do

  • It cannot speak two languages on one call, except with the Multilingual option in India.
  • It cannot use two voices, or change voice partway through a call.
  • It cannot answer the same number as another agent for calls, though calls and texts on one number can go to different agents.
  • It cannot change its own instructions. See What your agent can do.

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What else you can do here

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FAQ

One on Free, three on Starter, and unlimited on Pro, Growth, and Custom. Agents you no longer use still count on Free and Starter, so delete an old one before building a new one. See Plans and what they include.
No. One agent handles calls, texts, and email. You can point calls and texts on the same number at different agents if you want a different style for each, but that is a choice rather than a requirement.
Not on the same call, except with the Multilingual option available to workspaces in India. Serving two languages elsewhere means one agent per language, usually on separate numbers. See Supported languages.
It can, but it usually should not. Two businesses mean two sets of prices, hours, and greetings, and an agent asked to hold both will occasionally mix them up on a live call. Build one agent per business.
Each agent that answers calls needs a number attached, but one agent can have several numbers. Two agents cannot both answer calls on the same number. See Assign a number to an agent.
Nothing, until you delete it. It stays in your list, keeps its instructions and knowledge, and costs nothing while no number is attached. On Free and Starter it still counts towards your agent limit.
Your agent answers your customers. The Brilo assistant is the helper inside your dashboard that answers your questions about Brilo. Your customers never meet the Brilo assistant.