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Create, configure, and publish an AI Messaging Agent (a text-based virtual assistant that responds to callers by SMS) in the Invoca platform.
This feature is part of Invoca’s AI Messaging Agent capability, which may require enablement on your account. Contact your account team if you don’t see the AI Agents option described below.

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Prerequisites

  • Access to the AI Agents tab in the Invoca platform.
  • A plan for the conversation rules you want the agent to follow for general callers, leads and prospects, and existing customers.
  • Any documents or web links you want the agent trained on, ready to upload as knowledge sources.

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Create an AI agent

  1. Log in to Invoca and select the AI Agents tab in the left menu bar. You’ll land on the Agent Creation/List page, where you can manage existing agents or build a new one. On your first visit, a guided pop-up walks you through accepting the terms and conditions for a 60-day trial.
  2. Select Create SMS AI Agent.
  3. Enter an Agent Name and Brand Name. The Agent Name is how the agent refers to itself; the Brand Name is how it refers to the brand it represents. For example, an agent might be named “iTelecom Agent” representing the brand “iTelecom.”
  4. Choose whether the agent is enabled at the Network level, making it available across your whole organization, or the Profile level, limiting it to a specific profile or campaign.
  5. Add conversation rules for each caller type:
    • General conversation rules: overall behavior requirements, such as standard scripts, handling price objections, promoting your best offer, and prohibitions on profanity or sharing private information.
    • Rules for leads and prospects: for example, not pressuring the caller, staying helpful, and not automatically proposing a booking.
    • Rules for existing customers: for example, checking whether they need help with a previous purchase, offering additional products or services, or transferring them to a services line.
  6. Upload any relevant documents and web links in the Knowledge Sources tab so the agent has the information it needs.
  7. Complete all required fields; the platform flags missing or invalid entries in real time.
  8. Open the AI Recommendations tab and click the Q&A Pairs icon to generate suggested question-and-answer pairs from your call transcript data. This takes about 20 minutes, and you’ll get a notification when it’s ready. Click into any recommendation to edit it directly, then select Done.
  9. Check the Campaign Configuration tab to see how many campaigns currently use this agent.
  10. Select Create to publish a new agent. When editing an existing agent, select Save to store your changes as a draft, or Publish to make them live.

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Save, preview, and publish

  • Save as Draft stores your progress without making the agent visible to callers.
  • Preview tests your current unsaved changes.
  • Preview Live shows exactly what a caller currently experiences.
  • Publish pushes your draft configuration live.
If you try to navigate away with unsaved changes, Invoca prompts you to save or discard them first.

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Edit and manage existing agents

From an agent’s Configuration page, you can update its name, rules, or knowledge sources at any time, and view which campaigns it’s linked to (to change a campaign association, go to that campaign’s page instead). All changes sync automatically with Polaris, Invoca’s underlying agent platform, in both directions. The List View on the AI Agents page shows each agent’s status (Draft or Published), when it was last updated and last live, and how many campaigns use it. Click any agent to reload its full configuration.
Last modified on September 30, 2026