Agents are where business policy meets voice execution.
An agent in Callaro bundles the voice, script logic, objection handling, retrieval permissions, tool access, and response style that should govern a conversation.Human answer
The agent moves into discovery, qualification, objection handling, and next-step capture.
Voicemail
The agent follows a different branch, keeping the message concise and aligned with campaign policy.
Conversation modes
The agent Advanced step can expose a conversation mode when your role allows it:- Pipeline — STT → LLM → TTS. This is the default production path for most campaigns.
- Realtime — a speech-to-speech path used when the tenant/runtime is configured for live audio models.
voice_sessions stay the same.
Prompt and policy guardrails
- Keep one primary objective per agent (for example qualify + book).
- Define explicit objection boundaries and escalation behavior.
- Restrict tool access to only required CRM/calendar actions.
- Review transcript samples weekly and tune branch logic iteratively.
Anti-patterns to avoid
The highest-performing agents usually have narrower objectives than teams expect at first. A script designed to qualify and book a meeting will outperform one that also tries to educate, negotiate, and close in a single call.