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Your Zela AI agent is a trained voice assistant that represents your business on every inbound call. It answers the phone, gathers caller information, books appointments, and handles common questions — all automatically, without you needing to pick up. Whether you’re on a job, between tasks, or closed for the evening, your agent is always ready to respond professionally on your behalf.

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What Your Agent Does

Your agent handles the full lifecycle of an inbound call so you don’t have to. Here’s what it takes care of:
  • Answers calls 24/7 with your business’s greeting — every caller hears a consistent, professional welcome the moment the call connects, using the greeting you configure
  • Collects caller information — your agent asks for the caller’s name, the service they need, their preferred time, and their contact details so nothing gets missed
  • Books appointments based on your availability rules — using the business hours and scheduling settings you define, your agent confirms bookings in real time without back-and-forth
  • Answers common questions about your services and pricing — draw on your knowledge base to give callers accurate, helpful answers to the questions you hear most often
  • Escalates to a human when needed — if a caller wants to speak with someone directly, or the situation calls for it, your agent transfers the call or takes a message according to your escalation rules

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Agent Status

Your agent can be in one of two states at any time:
  • Active — your agent is live and answering inbound calls
  • Inactive — your agent is paused and will not answer calls; callers may reach voicemail depending on your phone settings
To toggle your agent on or off, go to Agent > Overview in your dashboard and use the Active / Inactive toggle at the top of the page. Changes take effect immediately — no restart or waiting period required. Use this when you want to temporarily take over call handling yourself or while you’re making significant configuration changes.

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Agent Training

Your agent learns entirely from the information you provide. It doesn’t guess — it references your knowledge base, service list, FAQs, and business details to answer questions and guide callers. The more thoroughly you fill out your configuration, the more accurately your agent represents your business. You can update this information at any time from the dashboard, and your agent will reflect the changes on the very next call.

Configuration

Customise your agent’s name, voice, greeting, and knowledge base.

Call Handling

Set up booking flow, escalation rules, and transfer settings.

Business Hours

Control when your agent is active and what it does after hours.
Your agent operates using the information you provide — the more detailed your setup, the better it handles real calls.