Managing Client Agents

With multiple client agents on a single account, staying organised is essential. This article covers how to structure your agents list, how to monitor client call data, how to handle onboarding and offboarding, and how to keep clients happy without spending hours on account management.

Agent naming conventions

The Agents list is your control centre. With 10, 25, or 50 agents, a clear naming system makes the difference between a scannable dashboard and a confusing mess.

Recommended format: [Client Name] — [Agent Name]

Onboarding a new client

1. Create the agent — go to Agents → New Agent. Name it with your convention. Set the voice.
2. Write the system prompt — tailor it to the client's business, services, tone, and FAQs. Use the client's business name throughout.
3. Add training material — upload any service lists, pricing, FAQs, or paste in content from their website.
4. Provision a phone number — search for a local number in their area code.
5. Connect their integrations — link their Google Calendar and WhatsApp Business account (not yours).
6. Test thoroughly — make several test calls covering different scenarios: booking, enquiry, emergency, wrong number.
7. Set up call forwarding — help the client forward their existing business number, or have them do it with you on the phone. See How to forward your phone number.
8. Go live — confirm the forwarding is working with a live test call from a number the client doesn't recognise.

Monitoring client agents

You don't need to check every client's dashboard daily. Set up the right alerts and let the system surface issues automatically:

• High urgency WhatsApp alerts to yourself — configure each agent to send HIGH urgency alerts to your own number. This flags any client whose callers are reporting emergencies or urgent issues.
• Weekly CSV export review — once a week, export each active client's call log. Scan for patterns: call volumes, lead capture rate, any recurring questions the agent isn't handling well.
• Monthly system prompt review — every 4–6 weeks, re-read each client's system prompt and compare it against their recent transcripts. Update anything that's drifted out of date (prices, services, seasonal availability).

Client reporting

Clients love data. A monthly one-pager showing calls handled, leads captured, and bookings made demonstrates clear ROI and reduces churn. To generate a client report:

1. Go to Agents → [Client Agent] → Analytics
2. Set the date range to the previous month
3. Note the key stats: total calls, leads captured, bookings, average call duration
4. Click Export to CSV for the raw data
5. Present the numbers in a simple document or email — most clients care about calls handled and leads captured above all else

Offboarding a client

When a client leaves, handle offboarding cleanly to protect both parties:

1. Cancel call forwarding — the client cancels forwarding on their own phone. Their number now goes back to ringing them directly (or their voicemail).
2. Export their call data — download their full call log CSV before deleting anything. Send it to them if they want it.
3. Disconnect their integrations — remove Google Calendar and WhatsApp connections from the agent.
4. Cancel or reassign the number — if you want to keep the number for a future client in the same area, reassign it to a draft agent. Otherwise, cancel the rental from the Phone Numbers page.
5. Delete or archive the agent — delete the agent to free up a slot for a new client, or keep it as a draft if you expect the client to return.