Agent builder | Hams AI Docs

An AI agent is what talks to your customer. You give it instructions, a voice, the tools it may use and the knowledge it may draw on, then put it on a phone number, a chat widget or an outbound batch.

Every agent is built in the platform, from Agent List.

The Agent List page, listing agents with their type, voice and last edited time. — Agent List. Each agent shows its type, the channel it runs on, and the kind of agent it is.

Creating an agent

Create Agent asks two questions.

1. Agent type

The type decides how the conversation is steered by a single instruction, by a flow you draw, or by a team of agents that hand off to each other. It cannot be changed after the agent is created, so it is worth a minute of thought.

The Select Agent Type step, offering Single Prompt, Conversation Flow, Multi-Prompt and Custom LLM. — Step one: choose how the conversation will be steered.

Type	Use it for
Single Prompt Agent	Short calls and straightforward tasks
Conversation Flow Agent	Tasks with complex transitions
Multi-Prompt Agent	Lengthy calls and complex tasks
Custom LLM	Attaching your own model endpoint. Requires a subscription

A Multi-Prompt agent is listed as a Squad in Agent List, and its builder is called the squad canvas. The two names mean the same thing.

2. Template

Then choose Start from Blank, or a template that arrives with its prompt and settings already writte for: FAQs, Product inquiry, Survey, Cart Checkout, Patient Reminder, Dentist Appointment Rescheduling.

The Choose a Template step, offering Start from Blank and six ready-made templates. — Step two: start from blank, or from a template you can edit afterwards.

A template is only a starting point. Everything it sets can be edited afterwards, so picking one costs nothing.

The three ways to steer a conversation

Single Prompt

The agent has one prompt, one model, and a set of tools it may call. Everything it knows about how to behave is in that prompt, and the model chooses what to say at every turn.

This is the fastest kind to build and the most forgiving of the unexpected: a caller who asks three questions at once, or answers something you did not ask, is handled the way a person would handle it. The trade-off is that you steer it only by writing, so a conversation that must happen in a fixed order is hard to guarantee.

Reach for it when the conversation is open-ended answering questions, q ualifying a lead, triaging a support call.

Conversation Flow

The agent is a graph you draw. Each step is a node, and the connections between them decide when the conversation moves on.

Node	What it does
Conversation	Talks to the caller, from a prompt or a fixed sentence
Function	Calls a tool, optionally waiting for the result
Call Transfer	Hands the call to an extension
Logic Split	Branches on values you have collected
Extract Variables	Pulls named values out of what the caller said, for later nodes to use
Press Digit	Sends keypad tones down the line
End Call	Ends the conversation

Conversation nodes move on through transitions you describe in plain language “Once the user has provided their full name, department and preferred date and time”. A Logic Split moves on by comparing values instead: the first branch whose conditions hold is taken, and Else catches the rest. Describing a condition in words leaves the judgement to the model; a Logic Split does not.

Three global settings shape the whole flow:

Setting	What it does
Global Prompt	Applies at every node the agent’s role and tone, written once
Conversation Discipline	Rigid holds the agent strictly to the current node’s task. Flexible lets it move as the conversation warrants
Global Tools	Tools the agent can call from any conversation node

Reach for it when the steps matter verifying identity before disclosing anything, taking a booking, following a compliance script.

Multi-Prompt (Squad)

A squad is several agents working as one. Each member is an agent you already built, added with Add Assistant, and members are joined by handoff tools named transfers the model chooses in the same way it would choose any other tool.

The squad builder showing a welcome agent handing off to booking, rescheduling and cancellation agents. — The squad canvas. Each card is an agent; the handoff tools beneath it are the ways out.

A member is a live reference to the agent, not a copy of it, so editing a member agent changes every squad that uses it. An agent can appear only once in the same squad.

Each handoff controls how much of the conversation the receiving member sees everything, only the dialogue, only the agent’s own replies, the last few messages, or nothing at all and whether the new member carries on talking or greets the caller.

Squad Overrides set voice, model, language and the rest for every member at once, so a squad sounds like one agent even though several are behind it.

Reach for it when one agent would need to hold several unrelated jobs: booking, rescheduling and cancellation, each with its own instructions and tools.

Choosing

If the conversation…	Build it as
Goes wherever the caller takes it	Single Prompt
Has to happen in a fixed order, or must branch on real values	Conversation Flow
Covers several unrelated subjects, each needing its own expertise	Multi-Prompt

Start with a Single Prompt agent. It is quick to build and quick to test, and it will show you where the conversation actually needs structure. Moving to a flow later means rewriting the agent but you will be rewriting it knowing what the calls look like.

Voice or chat

Every agent runs on one channel, shown in Agent List as (Voice) or (Chat) in front of its type. All three types work on either channel, but a single agent does not do both, so an integration that needs both needs one of each.

The channel is fixed when you create the agent, and it decides which settings exist at all. A chat agent has no voice, so everything about speech and telephony simply is not there.

Applies to	Voice	Chat
Model	yes	yes
Speech-to-text engine, voice, language	yes	no
Speech Settings, Call Setting, User Turns	yes	no
Call Transfer and Press Digit nodes	yes	no
Tools, knowledge, classification, post-call analyses, alerts, webhooks, security	yes	yes

Everything that shapes what the agent says is shared. What differs is everything that exists only because there is a phone line.

Configuring an agent

Whichever type you choose, the agent’s settings are grouped into the same panels.

Panel	What it holds
Tools	The actions the agent can take, added from the tools library
Pre-call Lookup	Data fetched about the caller before the conversation starts
Advanced Settings	Temperature, penalties, seed, max completion tokens, service tier
Speech Settings	How the voice sounds stability, style, speed and pronunciation
Call Setting	How the call begins, ring and duration limits, background audio, voicemail detection, turn-taking
Classification	The fields extracted from every conversation
Post-call Analyses	What is scored once the conversation ends
Alerts	Notification when matching calls hit a threshold in a time window
Webhook	A URL for this agent’s events, with a signing secret and the events to send
Security	Data storage, PII redaction, guardrails, secure URLs, dynamic variables
User Turns	Detection of incomplete or long caller turns
Predefined Functions	End Call and Call Rating

A flow agent keeps the same panels under Global Settings, alongside its per-node settings. A squad keeps them under Squad Overrides, where they apply to every member at once.

Agent settings covers each panel in full, what the values mean, and which ones are worth changing.

Above the panels sit the choices that apply to the whole agent: the model that answers, the speech-to-text engine that hears the caller, the voice it replies in and the language it speaks. Below those, the First Message decides whether the agent speaks first and what it opens with, and the Agent Prompt is everything else it knows. Use {{ }} to put a variable into either.

Every agent has an Agent ID, shown under its name and copied with one click. That is what your integration refers to, see AI agents.

Two controls sit in the header of every agent: Test, which starts a conversation against the current configuration without publishing it, and View Simulation.