Creating an AiVA AI agent | DialLink Help Center

Setting up an AI voice or messaging agent is quick and doesn't require technical knowledge. This article walks you through the steps to create and configure your AI agent.

Step 1: Access your AI agents

All your AI voice and messaging agents are available in one place, making it easy to manage and update them.

To access your AI agents:

Go to Settings

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2. Navigate to AI settings

3. Open the AI agents tab

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Step 2: Create your AI voice or messaging agents

In the AI agents tab:

Click the + icon in the top-right corner

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2. Enter a name for your AI agent

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3. Select Voice Agent or Text Agent, depending on the type you want to create

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3. Click Save

Step 3: Configure general settings

Assign an extension that your AI agent can be reached at

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2. Select a model for your agent. To understand the differences between available models, read the article.

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3. Assign the phone number(s) your AI agent will handle

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Step 3: Set language and voice (AI voice agents only)

Select the language your AI agent will use when interacting with callers. Currently, AiVA supports seven languages: English, Spanish, Portuguese, German, French, Dutch, and Italian.

Next, choose a voice for your AI agent. You can select from a range of male and female voices. To help you decide, you can preview each voice before making your selection.

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Step 4: Set up company details and role

In the Company Name field, enter your business name so your AI agent can reference it consistently in conversations.

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In the About Company field, add information about your business that your AI agent should know and use in conversations, such as what your company does and the products or services you offer.

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In the Role field, describe what your AI agent is responsible for. For best results, keep the description clear and specific. Learn more in the Writing effective role descriptions for AiVA AI agent article.

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Step 6: Customize personality

In the Personality section, tune how your AI agent interacts with customers, whether by call or text. This is where you define your agent's character.

Choose from pre-defined personality types or create a custom one. Either way, use the radar chart to fine-tune traits like autonomy, creativity, and warmth.

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Step 7: Write a conversation script

In the Conversation Script section, give your AI agent detailed guidance on how to lead a call.

Opening line: Write the first line your AI voice agent says when it starts a call. For example: "Hi! You've reached Jamie, DialLink's virtual scheduling assistant. I can help you schedule or reschedule your appointment today. May I have your name to get started?"
Stage direction: Provide general guidance your AI agent should follow throughout the call. For example:

Use plain but professional language, and avoid jargon

Repeat names and phone numbers to confirm accuracy

Use the caller's first name once you know it

You can also refer to your intake flow and specify when the agent should begin using it.

3. Closing line: Specify the phrase your AI agent uses to end the call. For example: "Thanks for calling, have a good day! We hope to hear from you soon."

Step 8: Configure intake flow (AI voice agents only)

An intake flow lets you create a guided sequence of questions and answers that your AI agent follows to move a conversation forward.

To learn more about intake flows and how to set one up, see the article.

Step 9: Add a business knowledge base

To enable your AI agent to provide accurate, business-specific answers, connect it to a knowledge base. This allows the agent to reference information such as pricing, business hours, and policies during calls.

To learn how to create a knowledge base, see Creating a knowledge base.

To add a knowledge base:

Scroll down to the Knowledge Base section
Click + Add Knowledge Base

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3. Select a knowledge base from the list of existing bases

Step 10: Connect an AI agent to other business tools (optional)

AI agents can connect to external business tools such as HubSpot, Cal.com, and Intercom using connectors. This gives the AI agent access to additional data and lets it perform actions during calls.

In the Actions section, click + Connect a Tool. You'll be redirected to authorize the tool within the DialLink system.

To learn more about MCP servers, what AiVA can do with them, and how to configure them, see MCP servers overview and setup.

Once a tool is connected, return to the Actions section:

Click + Add Action
Review the list of actions available for connected tools
Select the one you want the AI agent to be able to perform

You can give the AI agent detailed instructions on when it should perform the action:

Select the action you want to add instructions to
Click the three dots next to the action and select Edit
In the When to Use field, enter your instructions

You can also create an intake flow and include it as part of the action, see Setting Up Intake Flows to learn more.

Step 11: Give your AI voice agent access to other entities and set up call transfers (AI voice agents only)

In the DialLink Directory section, you can give your AI agent access to other entities, such as users, auto-receptionists, call queues, ring groups, and other AI agents. This lets your AI agent recognize these entities in your phone system, so it can transfer a call to a user the moment a caller says their name.

You can also set up call transfers based on predefined keywords. For example, if a caller mentions "billing," the agent can route the call straight to your finance team, with each keyword linked to its own destination.

To set up call transfers: