Let's learn to navigate the Agent Config section of your Broccoli Dashboard. This is arguably one of the most useful sections to learn, as it will allow you to become an expert in training and refining your AI Agent.
Business Information
Business Information
This section allows your AI Agent to learn some basic information about your business so it can respond knowledgeably when it inevitably comes up on a call.
Basic Information: Input your company name, address, and company phone number. This should be the same information that you would give out to a customer if asked. You can also choose your the name of your agent. Keep in mind that if you do decide to change the name, make sure to update it in the next area (Call Flow) in the greeting and end greeting sections as well.
Available Services: Select all applicable services you offer. This informs the agent which services to talk about on calls.
Regular Office Hours: Enter your regular office hours (Ex: Monday - Friday 9am to 5pm, Weekends 9am to 4pm)
Call Flow
Call Flow
In this section we can really start to play around with some of the scripting the agent will use throughout the overall flow of the call.
Greeting: The initial greeting that the AI agent will use when answering calls. *Note: We generally recommended keeping "who do I have the pleasure of speaking with?" included in the greeting as we have seen the conversations flow more naturally with this.
Follow Up Questions Examples: These are questions the AI should ask to narrow down on the job type. *Note: You should only add to this if you ever find that the Agent is struggling to identify a specific job type. Otherwise, the default questions usually are more than sufficient.
Home Ownership Policy: Whether or not you would like to allow the agent to only schedule directly with the homeowner or not. For general wording you can copy and paste these examples:
Homeowner Only - Copy and paste the following: If the caller is not the homeowner, ask: "can I have your home owner name and contact information?" and then raise a callback request, you cannot book an appointment without talking to the homeowner.
Payer only - Copy and paste the following: If they say are the tenant or leasing it, ask them "Okay so who will be responsible for the payment?". If the caller says it would be themselves, then proceed further. If they say it would be someone else, follow the callback request flow because you can only book an appointment if they are the payer.
Extra Information to Collect: If there is any additional information you would like the agent to collect for internal purposes, you can add it here. Here are some examples:
Where did you hear about us?
Is there a gate code we should know about?
Where is the HVAC unit located? (to see if a ladder is needed)
Dispatch Fee Value Build: This is where the agent will communicate to the customer your dispatch fee(s) amounts. Try to add all your general dispatch fee info here (membership, regular vs emergency, etc.) but keep in mind this needs to be as simplified as possible. If your dispatch fee logic is too complex, it could cause the agent to become confused or give out incorrect information.
If your logic is complex, consider having the agent let them know that the technician will discuss the pricing with them on-site instead.
Add-Ons: If you have any cross-sells or upsells you would like the agent to pitch towards the end of the call, you can add those here!
Cross-Sells: Pitch different trades that you offer (Ex: if the call is for plumbing, offer a discounted HVAC tune up.)
Upsells: Pitch add-ons or upgrades (Ex: If the customer is not a member, offer a membership option with a value-add)
End Greeting: The specific wording you would like the agent to use when ending the call.
Knowledge
Knowledge
Here you can add some general information you would like the agent to know about your business in case it ever comes up during a conversation, as well as simple instructions, basic prompts, FAQ's, callback keywords, etc.
Business Guidelines: Add general knowledge and factual information about your business the AI should know. Business guidelines are unscripted.
You can also use this section for simple instructions and even some basic prompting. If you would like the agent to change handle certain situations in a different way, add a business guide and tell it what you're wanting! *Note: Keep your business guidelines as simple and clear as possible. Instructions that are too complex or having too many guidelines has been known in very rare cases to cause the agent to become confused, give wrong information, or 'hallucinate' responses.
FAQs: This section is where you can include any frequent questions that come up on your calls that you would like the agent to reply with a scripted response. The general formatting for this section should mimic the following example:
#### Q: Why do you charge a dispatch fee? Other companies do not charge it.
A: Every company is different. Our team of technicians are fully trained and licensed. We are upfront about our cost because we want to ensure you're getting a qualified technician to your home.
Some best practices when adding your frequently asked questions:
Include real questions customers frequently ask
Provide clear, concise answers that AI should read out verbatim
If it doesn't require a scripted response and is more just factual information, add it to the business guidelines instead
Callback Keywords: Here you can input specific keywords regarding scenarios you do not want the agent handling, and instead would like to raise a callback request. Here are some basic examples:
Speak to a manager, supervisor, dispatcher
Customers calling in to accept an existing estimate
Rebates
Transfer Calls: If there's ever a situation where you would like the agent to transfer the call to a live agent or a specific person in the office, you can set that up here. You will need to input the following:
Name: General identifier for the agent (Ex: transfer_to_spanish_agent)
Phone Number: The number you would like to transfer to
Description: A simple description of the scenario so the agent knows when it would be appropriate to transfer the call (Ex: if the caller is asking for a Spanish speaking agent, transfer the call to our Spanish speaking representative)
Do Not Service: Add any job types that you may receive calls for but currently do not service such as the following:
Commercial properties (if you only service residential)
Specific brands or equipment types
Pool
Business Units: This section helps the AI categorize calls and assign them to the correct business unit. In general, this should work well by default. Only adjust this if you find the agent is having issues identifying the correct business unit for a job. If you do need to make changes, be sure to include specific keywords related to each business unit.
The general formatting for this section should mimic the following example:
#### HVAC Install
keywords: new system, replacement, install new unit, new AC, new air conditioner, new furnace, new heat pump, upgrading system
Notes: For customers wanting to install new HVAC equipment or replace existing system
Job Types
Job Types
In this section, you can manage and make adjustments to your job types. This is how your AI agent will identify the correct job type, priority of the job, etc. when taking customer calls.
Adding Job Types
If you would like to add additional job types and are a ServiceTitan user, you will need to add the job type in ServiceTitan first before you will see it as an available option to add in Broccoli. Once it's added in ServiceTitan, click 'Add Job Type' in Broccoli and select your new Job Type from the dropdown menu.
If you would like to add additional job types and are not a ServiceTitan user, you will need to reach out to our support team: [email protected]
In each of your Broccoli job types, you can make adjustments to the following:
Name: Give your job a simple, easily identifiable name.
Description: The default description present is generated by AI in order to help your agent identify the correct job when on a call. You should only really need to update this if you find your agent is struggling to identify the correct job type.
Business Unit: This should match the business unit you are using in ServiceTitan.
Priority: Are there high ticket items you would like prioritized over others? Here you can adjust the priority from 1-5, with 1 being the highest priority and 5 being the lowest.
Instruction: Choose how you would like the agent to handle scheduling this job. For example; with a high ticket item you would like scheduled no matter what, you might want to use the 'Override ACP' option. If you only want to set up a callback to confirm the job type, choose 'Callback Only.' Otherwise, you can leave it on 'Default' for the agent to schedule the job regularly.
Dispatch Fee: Put in your job specific dispatch fees (if applicable) for each job type so your agent knows the correct dispatch fees to quote. If blank or 0, your agent will use the default fee listed in the 'Dispatch Fee Value Build' section.
Action: Click the 'x' to remove the job type.
Voice Settings
Voice Settings
Here you can make some minor adjustments to your AI agents voice responsiveness and sensitivity. This might be useful if you find your agent is struggling with interruptions or pausing too long before responding to the customer.
Interruption Sensitivity
Controls how easily AI can be interrupted by human speech. Higher values make the agent more sensitive to interruptions. Default is 0.75.
Responsiveness
Controls how fast the agent responds after users finish speaking. Higher values result in faster responses. Default is 0.92.
Testing Your Agent
Testing Your Agent
After making any changes to your agent configs, click on 'Test Agent' to make sure the changes were effective! This allows you to start a test conversation with your agent directly within your browser.
Troubleshooting: If you are having issues with this feature, you will need a working microphone input set up on your computer and you may need to allow microphone permissions within your web browser.