Resk Support

Agent

Your AI agent

Quick answer - The Agent area controls how Resk sounds, what it says, what it is allowed to do, and what business knowledge it can use. Test with a real call after every important change.

Use this guide when - Owners or trusted managers who control the customer experience.

Before you start - Have your opening hours, service list, booking rules, prices, and escalation rules ready.

Open Agent

  1. Sign in to Resk.
  2. Choose Agent from the left menu.
  3. Confirm you are editing the correct business.
  4. Review the setup cards and any warnings.

Agent overview

Review agent details

Use the agent detail page when you want to check how one agent is configured.

  1. Open Agent.
  2. Select the agent you want to review.
  3. Check the overview, voice, knowledge, actions, and any warning messages.
  4. Review recent activity or linked setup areas before changing anything.
  5. Save after each group of changes.

Agent detail

Set the greeting

The greeting is the first thing callers hear.

  1. Open the greeting or voice section.
  2. Write a short greeting with the business name.
  3. Avoid long menus or complicated instructions.
  4. Save.
  5. Place a test call and listen from a normal phone.

Good example:

Thanks for calling Riverside Dental. I can help with appointments, opening hours, and messages for the team. How can I help?

Agent opening message

Choose the voice

  1. Open Voice.
  2. Play the options.
  3. Choose a voice that is clear over phone audio.
  4. Save.
  5. Test again by calling the Resk number.

Do not choose based only on laptop speakers. Phone audio can sound different.

Agent voice library

Agent tone and pace settings

Manage capabilities

Capabilities are the jobs Resk can do.

  1. Open Capabilities.
  2. Review each available action.
  3. Turn on only the actions your team can support today.
  4. Save.
  5. Test each action with a real call.

Examples:

  • Answer common questions.
  • Create a booking.
  • Take a message.
  • Create a callback.
  • Send an SMS.
  • Transfer or escalate to staff.

Add knowledge

  1. Open Knowledge.
  2. Add short facts customers ask about.
  3. Add rules Resk must follow.
  4. Add boundaries for things Resk should not promise.
  5. Save.
  6. Test with real questions.

Good knowledge includes:

  • Services and prices.
  • Opening hours.
  • Booking rules.
  • Cancellation rules.
  • Parking or access instructions.
  • Deposit rules.
  • Escalation rules.

Knowledge documents

Knowledge Q&A entry

Set escalation rules

Escalation rules tell Resk when to involve staff.

Add rules for:

  • Angry or upset callers.
  • Refunds or billing disputes.
  • Medical, legal, or safety-sensitive questions.
  • Large bookings.
  • Urgent same-day requests.
  • Anything requiring owner approval.

Test after every major change

  1. Call the Resk number.
  2. Ask one simple question.
  3. Ask one booking or service question.
  4. Ask one question Resk should escalate.
  5. Open Calls.
  6. Review the summary and transcript.
  7. Check Follow-ups.
  8. Fix knowledge or capabilities if the result was wrong.

Common mistakes

  • Adding long paragraphs instead of short call-friendly facts.
  • Leaving old prices or old hours in knowledge.
  • Turning on booking before availability is correct.
  • Forgetting to place a real test call after changes.

Last updated: April 2026