Creating an Inbound Agent

Learn how to set up an inbound agent in Pod to handle live calls, connect knowledge bases, and integrate with your existing phone systems.

Inbound Agent Setup

Recommended Prompt Structure

When creating an inbound agent, your prompt should clearly state that the agent is receiving and handling inbound calls — whether for customer support, FAQs, or general assistance.

Here’s a simple example you can adapt:

Inbound Agent Prompt
You are a virtual assistant answering calls on behalf of [company_name].  
Your role is to greet callers warmly, understand their intent, and answer their questions using the connected knowledge base.  

Guidelines:
- Use a polite, professional, and approachable tone.  
- Keep responses natural and conversational, never robotic.  
- If a caller asks for something you can’t help with, transfer them to the appropriate person or department.  
- Answer based on knowledge base sources (FAQs, files, or website content).  

Example:
"Hello, thank you for calling [company_name]. How can I help you today?"

Next Steps for Inbound Agents

Once your inbound prompt is set, make sure your agent is fully configured by completing the following steps:

Connect the knowledge base

Give your agent access to the right content (FAQs, files, or website) so it can answer common questions.
→ Guide: Connecting Your Knowledge Base

Set up call transfers

If your inbound agent should escalate calls to a live person or department, configure transfers.
→ Guide: Setting Up Call Transfers

Connect your phone number

Your inbound agent needs a phone number to receive calls. Configure this through one of the supported providers.
→ Guide: Phone Number Setup Overview

Automate post-call actions (optional)

Once your inbound setup is complete, you can automate workflows like logging calls, sending emails, or creating calendar events.
→ Guide: Setting Up Zapier for Inbound Calls

Integrating With Phone Systems

After your inbound agent and phone number are configured, you can:

  • Add this number to your existing call system (like a business line or PBX)
  • Route it through your IVR system for specific departments
  • Use it as a direct support line or a fallback when staff are unavailable

This flexibility allows you to place Pod directly into your existing phone workflows.

FAQ