How-ToPod Customer Support Agents

Pod Customer Support Agents

Picture of Emmett Miller
Written by
Emmett Miller
Last updated
Oct 10, 2025

Pod makes it simple to create a customer support agent that can answer questions, handle FAQs, and route calls. In just a few minutes, you can set up your first inbound agent and give your customers 24/7 support.

Steps to Create Your First Inbound Agent

1. Log in and start a new agent

Go to https://www.callpod.ai/dashboard/agents. Click New Agent, give it a name (e.g., “Support Agent”), and add a short description so you can easily organize agents later.

2. Select inbound agent type

Inbound agents answer calls from customers who dial your connected number. 👉 Guide: Inbound Agent Setup

3. Add a knowledge base

Your support agent is only as good as the information it has. Upload documents, paste FAQs, or connect your website so the agent can answer customer questions accurately. 👉 Guide: Knowledge Base Setup

4. Connect a phone number

Inbound agents need a number customers can call. Connect a number through Twilio or Telnyx, then assign it to your agent. 👉 Guide: Phone Number Setup

5. Set your agent’s voice

Go to the Voice tab and select a style that fits your brand. Choose between male/female voices, different accents, and tone (formal, friendly, etc.).

6. Add actions (optional)

Support agents can do more than answer questions — they can also:

  • Log support tickets in your CRM
  • Send SMS/email confirmations
  • Route calls to human agents when needed

👉 Guide: Connect Apps & Actions

7. Test your agent

Use the Playground to simulate common customer calls. Check:

  • Does it answer FAQs correctly?
  • Can it route when a customer asks for sales or billing?
  • Does the tone sound natural?

Adjust your knowledge base, actions, or voice settings as needed.

Example Use Cases

  • Answer FAQs: “What’s your return policy?”
  • Route calls: “I need billing support.” → agent transfers to finance team
  • Log tickets: Customer describes issue → agent creates a support ticket in your system
  • After-hours support: Customers still get help even if no one’s in the office

FAQ

Do I need to code?

No — inbound agents can be fully configured in the dashboard.

Can I update my knowledge base later?

Yes. Add or remove documents at any time to keep your agent up to date.

What if I want to escalate to a human?

You can configure your agent to transfer calls or create tickets for a support rep.