An AI voice agent works best with a focused role: introduce your business, answer a defined set of questions and help callers reach a useful next step. Momo Business lets you configure its instructions, voice and opening message, then test the conversation before connecting it to incoming calls.
This guide starts with a reception agent for opening-hours and general enquiries.
Before you start
You need permission to create and edit AI agents, apply agent changes and configure the intended phone number. Live calls also require a provisioned phone service and an available business number. Check that your workspace has usable model and voice options.
Prepare accurate business details and decide how callers will reach a person when needed. For transfers, configure the permitted destinations in the number's Forwarding targets section. A written instruction cannot create a transfer destination or connect an order system by itself.
Create the agent and its greeting
Open Agents & AI → Agent Manager at Agent Manager, select the AI Agents tab and choose Add AI Agent.
Enter an Agent name, such as Reception. In Instructions, describe the business, the questions the agent may answer and how it should respond when information is missing. Keep answers short enough to follow on a phone call.
Adapt this example with your actual details:
You are the AI receptionist for Example Business. Welcome callers and ask one question at a time. Our opening hours are [insert verified hours]. Answer questions using the business details provided here. Do not invent prices, delivery dates or order status. If a caller needs information you cannot access, explain the limitation and offer the configured route to our team. Never say an action succeeded unless its connected tool confirms success.
Open Advanced settings or select Customize. Under Model & voice, choose the available mode, model and voice appropriate for your setup. Under Opening behavior, select Agent speaks first and fill in Greeting message:
Hello, you have reached Example Business. I am the AI receptionist. How can I help you today?
Select Create agent. When editing later, select Save agent before testing the updated instructions.
Test the conversation
Open the saved agent and select Simulate. Try a question about opening hours, an unclear request and a request for a person. Include a question the agent cannot answer, such as an order status when no order tool is configured.
Listen for a clear greeting and check that the agent acknowledges missing information. The simulator can use a substitute model or browser voice, and its tool results are mocked. It helps you inspect behaviour; it does not prove that a live transfer or connected business action works.
Apply it to your number
Return to Agent Manager and select Apply Changes to sync the saved configuration to the phone system. Check the result. A message saying changes are queued locally because the workspace is not provisioned does not mean live calls are ready.
Open Numbers, choose the intended number and select AI & Recording. Under AI routing, enable AI agent enabled, choose your agent in Assign agent, then select Apply Changes.
Review any dispatch rules in Call Routing, since matching rules may send calls elsewhere. See the routing guide when combining AI, people and IVR menus.
Check a real call
Call the business number and test the greeting and any configured handover. Live calls use the phone service and applicable call credit. If the agent is silent, check Opening behavior, the saved greeting and sync result. If another destination answers, review the number assignment and matching routing rules.
Review Call History after launch and use available recordings or transcripts where enabled. Update unclear instructions, save, apply changes and test again before expanding the agent's role.
Use a small acceptance checklist
Prepare five short calls: a normal opening-hours question, a request spoken differently, a detail missing from the instructions, a request to reach a person, and silence after the greeting. Record the expected result before making each call. This helps distinguish a pleasing voice from a receptionist that follows the business process.
Ask a colleague to listen for long answers, interruptions and unclear pronunciation. If a destination is unavailable, check that the caller hears a useful next step instead of another promise to transfer. Test every transfer on the live number because the simulator uses mocked tool results.
Keep a copy of the last working instructions before a substantial revision. Change one part at a time, save, apply the changes, and repeat the affected tests. Review a small sample of early real calls to identify missing information.
When the agent needs more reference material, use the AI knowledge guide. Knowledge supplies facts; it does not replace number routing, tool permissions, or a working human destination.