> ## Documentation Index
> Fetch the complete documentation index at: https://help.callaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How the ai handles calls

# How the AI handles calls

In this product, “how the AI behaves” is not a single switch—it is the **Create agent** / **Edit agent** wizard. The in-app stepper is the source of truth: **Basics** → **Voice** → **Variables & Pre-Call** → **Prompt & Goals** → **Data Extraction** → **User Defined tools** → **Default tools** → **Advanced** → **Publish**.

![Agent wizard with stepper and Prompt and Goals or Default tools step open.](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-ai/how-the-ai-handles-calls.png?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=58b20ea36e89482fc023a2fa1459427d)

**What the static should show:** The agent wizard with the stepper visible and **Prompt & Goals** (step 4) or **Default tools** (step 7) selected, matching the narrative below.

## Layers the runtime can use

1. **Platform rules (tenant prompt addendums).** The **Platform rules** page explains that these packs are merged **first** into the voice agent system prompt, above persona and tools. In **Step 4**, you can pick a **Tenant platform rules pack** (including the tenant default) or **None**. Create and manage packs from **Platform rules** (the app provides **new** and **edit** entry points for each pack).

2. **Persona and prompt sections from Step 4.** Identity, knowledge text or linked KB, call flow, objection handling, discovery, close, guardrails, optional custom instructions and style addendum, plus **Conversation goals** and separate **inbound** vs **outbound** greetings. All of these contribute to a single **Total prompt** budget (40,000 characters, per product limits).

3. **Pre-call data (Step 3).** Variables and an optional pre-call HTTP layer feed placeholders like `{{caller_name}}` and structured context before the model speaks.

4. **Tools (Steps 6–7).** **User Defined tools** attach HTTP tools from the **Tool library**; **Default tools** configure built-ins such as transfer, collect data, end call, post-call webhook, and call-analysis attachments, per the slide-over editor on those steps.

5. **Advanced (Step 8).** Superadmin or tenant-level model and runtime options exposed in the wizard (conversation mode, STT/TTS keys where applicable—see the step in the app for your role).

6. **Publish (Step 9).** You go live when the config validates and you complete publish; the agent page under **Agents** shows **Published** vs **Draft** and **Version history**.

![GIF media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-and-ai/slot-01.gif?s=4ce942ed17100456c3f9b91cf9013cc8)

**What the GIF should show:** Stepping from **Variables & Pre-Call** into **Prompt & Goals** and opening the platform rules pack dropdown, or opening **Default tools** to show transfer/post-call.

## What this means in practice

* The model follows your **merged instructions and goals**, not a hidden generic playbook.
* **Inbound** vs **outbound** use different greetings; direction is automatic based on how the call is placed (see field help text on Step 4).
* **Knowledge** for the agent is either custom text or a **linked** knowledge base (Pro-gated in the card when not available). Published knowledge bases are created from the app’s **Knowledge base** area.
* **Call analysis** templates for post-call processing are configured per tenant on the **Call analysis prompts** page and can be attached in **Default tools**; they analyze transcripts after the call—they are not the live voice prompt.

![Video media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/media/scripts-and-ai/slot-01.mp4?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=ced733e32205d7a1bd111ffa66886cbd)

**What the video should show:** A short tour: **Platform rules** → agent **Prompt & Goals** → **Tool library** → test call or publish.

## Related articles

* [Customising your call script](https://help.callaro.ai/scripts-and-ai/customising-your-script.md)
* [Prompt writing fundamentals](https://help.callaro.ai/scripts-and-ai/prompt-writing-fundamentals.md)
* [Setting objection handling rules](https://help.callaro.ai/scripts-and-ai/objection-handling-rules.md)
* [Reviewing agent performance](https://help.callaro.ai/scripts-and-ai/reviewing-agent-performance.md)
* [Knowledge bases](https://help.callaro.ai/scripts-and-ai/knowledge-bases.md)


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