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An agent is everything Callers needs to hold a conversation: the channel, the script, the voice or writing style, the knowledge it can use, the actions it can run, and what happens after the conversation ends. You create agents from the Agents page and can start from a ready-made script, have AI write one, or duplicate an agent you already have. New to Callers? Follow the Quickstart first.
Agents were called campaigns before September 2026. You may still see the old name in the API (legacy /campaigns paths and campaignId fields) and in webhook payloads (the campaign object). Both names refer to the same thing.

Create an agent

1

Open the Agents page

In the sidebar, click Agents, then click New Agent. If you’re inside a group tab, the new agent is added to that group.The editor opens with a starter script: one block called Intro Script with the step Hello, is this {{ name }} ?. The agent is named New agent until you rename it.
Agents page with the message No agents...yet! and two highlighted New Agent buttons, one in the top-right corner and one in the center

An empty Agents page: click New Agent in the header or in the center of the page.

2

Choose the channel and direction

Click General Settings in the editor header.
  • Pick the agent type: Voice, Text, or Email (see Agent types).
  • Pick a direction: Outgoing, Incoming, or (for Voice) both.
  • Optionally set a Use case (optional). It gives the AI context when it writes or edits your script.
  • Give the agent a clear Agent name (at least 3 characters).
3

Connect a channel

Click Channels in the header and select the phone numbers, messaging numbers, or web widget the agent should use. Email agents use Mailboxes instead. See Agent settings.
4

Write the script

Edit the starter script on the Script tab, or open the AI Assistant and describe what the agent should do (see Generate a script with AI). See Script editor.
5

Save

Click Save. Callers checks the agent and highlights any fields that need fixing. Once it’s saved, you land on the agent’s page and can test it.
Nothing is created until you click Save. To throw away a new agent, click Cancel and confirm with Discard changes.

Agent types

The direction cards in General Settings read:
  • Outgoing: “Start the Agent by sending messages or making calls to your contacts.”
  • Incoming: “Handle incoming calls, callbacks, or new messages from your contacts.”
For Voice agents you can tick both cards, so one agent places outbound calls and answers inbound ones. Text and Email agents use one direction. Web calls (the website widget) are a Voice agent with the Incoming direction. You turn them on from the Widget tab of Channels. See Install the widget.
If the Text, Email, or Trigger Bridge tabs don’t appear in General Settings, they aren’t enabled for your account. Email to turn them on.

Use cases

The use case tells the AI Assistant and Studio Chat what kind of conversation you’re building. It doesn’t change how calls run. For example agents by industry, see Use cases.

Generate a script with AI

You don’t have to write the script by hand. In the editor, open the AI Assistant (the sparkle button) and choose Create or edit scenario (“Describe what you need and AI will build or update your agent.”). Then describe the agent, for example:
Build an outbound agent that confirms tomorrow’s dental appointments. Ask whether the patient can still make it. If not, offer to reschedule, and transfer to the front desk if they have a billing question.
The assistant builds or updates the script, scenarios, and settings and applies the changes to the editor as unsaved edits. Review them, click Revert changes if you don’t like the result, and click Save to keep them. The Get help option answers questions about Callers without changing your agent.
Agent editor with the AI Assistant panel open on the left, showing a New Chat with the prompt What can I do for you? and a text box reading Tell AI what to do next, next to a script canvas with an Introduction & Qualification block and its subflows

The AI Assistant panel opens beside the script canvas in the agent editor.

See Studio Chat for everything the assistant can do.
The more context you give, the better the first draft: your company and product, who the contact is, the goal of the conversation, the questions to ask, and what to do with objections.

Agent Ideas

Agent Ideas (next to New Agent) looks at your contacts, call history, knowledge bases, and connected integrations and proposes agents you could build. Optionally fill What should the ideas focus on? (optional), then click Generate ideas. Generation usually takes under a minute. Each idea shows a use case, a target segment, and how many contacts it can reach. Click Apply to open a new agent with the idea loaded into the AI Assistant, or Dismiss to hide it.

Change the agent type later

You can switch the type in General Settings at any time. Most switches happen silently, but switching to or from Email asks you to confirm:
  • To Email: choose Convert Script (the AI Assistant rebuilds the script as email subflows) or Start with Empty Script.
  • From Email: email-specific content, such as subject lines and body copy, is removed.
When an agent stops being Voice, web calls turn off and Wait for results steps become normal steps. Moving to Email makes email a required contact field instead of phoneNumber.

Manage your agents

The Agents page lists every agent with these columns: Type, Agent name, Total Contacts, Total Interactions, Connect Rate, Success Rate, and Status. The header row shows account-wide totals. Use Search Agents to filter by name.

Statuses

Start and stop

Open the agent and use the status menu: Start, Stop, Edit Schedule (outgoing agents), and Pause (Text agents). Callers won’t start an agent until:
  • a Voice or Text agent has at least one phone number (Voice + Incoming agents with web calls enabled don’t need one),
  • an Email agent has at least one connected mailbox,
  • every integration the agent uses is connected,
  • at least one Goal Reached success criterion exists, and
  • if versions are on for your account, a version is published.
Stopping a Text agent ends every active chat immediately.

Duplicate

Click ⋯ → Duplicate on any agent. The copy opens in the editor as Copy of followed by the original name and isn’t saved until you click Save.
  • The script, scenarios, settings, and actions are copied.
  • Contacts are not copied.
  • Phone numbers are cleared for incoming, web-call, and Text agents, and whenever you copy to another account.
  • Knowledge bases are kept only if they exist in the target account.
If you manage subaccounts, a Choose account dialog lets you pick where the copy goes (Duplicate Here).

Archive and restore

Click ⋯ → Archive. Archiving stops the agent, cancels any outgoing run in progress, releases its inbound phone number setup, and removes it from its group. Archived agents appear on the Archived tab, where you can Restore them. Agents can’t be permanently deleted from the dashboard.

Agent groups

Groups are tabs that keep related agents together (for example, by client or region).
  1. Select agents with the checkboxes, then click Move to Group.
  2. Pick a group, or click Create New, enter a Name, and click Save.
  3. To take agents out, open the group tab, select them, and click Remove from Group.
Double-click a group tab to rename it. To delete a group, hover the tab and click Delete group.
Deleting a group archives every agent in it. Move agents you want to keep out of the group first.

FAQ

Only team members with the Admin role can create, duplicate, or archive agents. Ask an admin to change your role. See Team and permissions.
No. You can build and save an agent without one. You need a number (or web calls) before you start it or place a test phone call.
Your account has reached its limit of active agents. Archive agents you no longer need, or contact support.
Yes, for Voice agents. Tick both Outgoing and Incoming in General Settings. The first step can then have separate Outgoing and Incoming openings.

Script editor

Build the conversation flow with blocks, subflows, and steps.

Agent settings

Every setting you can change, grouped by panel.

Test your agent

Place test calls, chats, and emails before going live.

Studio Chat

Build and edit agents by describing what you want.