Agents

An agent is the unit that holds a conversation. Everything else hangs off it.

Task

The task describes the goal, not the wording. "Take appointment requests and book them when a suitable slot is free" is a task. A fully scripted call guide is not, and it makes the agent stiff.

First message

The greeting is the one sentence every caller hears. It names your company and carries the recording notice. Keep it under twelve words.

Knowledge

What the agent should know belongs in the knowledge base, not in the task. That way colleagues change content without touching how the conversation runs.

Tools

What the agent should do is attached as a tool: calendar, CRM, your own endpoint. Without a tool it can only talk.

Several agents

Split by job, not by department. One agent for bookings and one for invoice questions works. Twelve agents for twelve departments means callers end up in a menu, which is the thing you wanted to avoid.