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Build an assistant that answers one kind of enquiry first. This walkthrough uses a simple receptionist that answers questions and collects a callback request.

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Before you start

Open the subaccount where the assistant will run. Have a short description of the business, accurate opening hours, and the intended callback process. You need access to edit and publish the assistant. Channel setup and usage funding are separate prerequisites for a live call or message.

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Create the assistant

  1. Open Assistants.
  2. Click Create assistant.
  3. Choose Blank canvas.
  4. Enter a name that identifies the job and business.
  5. Create the assistant.
You now have an assistant to configure. If you choose Generate Assistant instead, review the generated instructions and settings before using them.

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Other creation choices

Use Create an assistant for each mode’s fields and restrictions, and assistant instructions for prompt options. For channel controls, use chat settings and call settings.

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Add clear instructions

Open the assistant’s prompt and describe its identity, task, and limits. For example:
Add the business information through Knowledge Base. Add a tool only when the assistant must perform an action, such as saving a callback request. Configure and test that action separately.

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Test and publish

  1. Open Chat Lab and ask a normal business question.
  2. Ask something the assistant cannot answer from its information.
  3. Correct the prompt or knowledge if either response is wrong.
  4. Publish the assistant after the changes have saved.
  5. Optional: open Voice Lab and start a test call if you will use voice.
  6. Confirm the greeting, the answer, and the ending. Allow microphone access when prompted.
If publication reports an error or that the assistant changed, reload and publish the intended version again.

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Connect the customer channel

Choose inbound calling, GHL chat, or a website widget. Run a fresh conversation through that channel. Confirm the customer receives the response and any configured action appears in the destination system. Keep that successful test as your starting point before adding more tools or conversation branches.