AI Phone Agents answer real calls, respond to questions, collect customer details and can create or change bookings. This guide covers the complete setup, from creating the agent to the final test, with no technical knowledge required.

What you need before you start

• An ElevenLabs account with Conversational AI access and enough minutes for testing.
• An ElevenLabs API key. Treat it as a password: never send it by email or include it in screenshots or documents.
• The information the agent should know: services, opening hours, FAQs, prices and policies.
• For real calls, an available number in Twilio, a SIP trunk or Exotel.
• For bookings, a prepared Cal.com, Calendly or Google Calendar account.

1. Open Phone Agents

1. Sign in to Scoreapps.
2. Open the sidebar.
3. Under AI AGENTS, select Phone Agents.

Path: AI AGENTS → Phone Agents. Labels may vary with your interface language.

2. Create an agent or open an existing one

The main screen lists your agents and provides access to call history. Click Add New Agent to start. Select an existing agent if you want to edit it.

3. Complete the basic configuration

Under Configure, complete the fields from top to bottom:

• Agent Title: an internal name that is easy to recognise, such as “Central Clinic Reception”.
• Welcome Message: the first sentence callers hear. Identify the business and briefly explain how the agent can help.
• Agent Instructions: define the role, tone, limits, details to collect and when to hand the call over.
• Language: select the main language. Use Auto only if you genuinely expect calls in several languages.
• Max Call Duration: prevents excessively long calls. The allowed range is 30 to 3,600 seconds.

Example welcome message

Example instructions

4. Connect ElevenLabs and choose a voice

1. Create an API key with Conversational AI permissions in ElevenLabs.
2. Paste it into ElevenLabs API Key.
3. Click Load voices.
4. Listen to previews and select a voice that matches your brand and the agent language.
5. Save or click Next. Correct any API key or voice error before continuing.

The key is hidden on screen. When editing an agent, leave the field empty to keep the saved key.

5. Configure Booking Assistant (optional)

Enable Booking Assistant only when you want the agent to check availability and manage appointments during calls. Each agent uses one booking provider.

Option A: Cal.com or Calendly

1. First create the calendar and the event type the agent may book in Cal.com or Calendly.
2. Enable Booking Assistant in Scoreapps and select Cal.com or Calendly.
3. Create an API key or personal access token in the provider and paste it into Provider API Key. A public booking link is not an API key.
4. Click Connect and load event types.
5. Once the connection is verified, select the event type the agent should use.
6. Save the agent and make a test booking.

Calendly requires a compatible paid plan to create or reschedule events through its API.

Option B: Google Calendar

1. Complete the basic agent details first. For a new agent, click Save and connect to save it and start the connection.
2. Sign in with the Google account that manages the calendar and approve the requested permissions.
3. Return to Scoreapps and select the calendar where appointments should be created.
4. Select the correct business time zone.
5. Set the appointment duration and buffer time between appointments.
6. Set the working day start, end and available weekdays.
7. Save and confirm a real test appointment in Google Calendar.

Save the agent, authorise Google, then select the calendar and availability rules.

6. Train the agent

Training is optional but strongly recommended. Under Train, you can add knowledge in three ways:

• URL: add current public pages from your website. Avoid private pages that require sign-in.
• PDF: upload clear, current documents. Do not include customer personal data.
• Text: enter precise information such as opening hours, services, cancellation policies or FAQs.

1. Add the required sources.
2. Select the items to use.
3. Start training and wait for the completion message.
4. Ask test questions whose answers appear clearly in the sources.

Train from a whole website, one specific URL, PDF files or text entered directly.

7. Connect a phone number

Under Phone Numbers & Usage, check the connection status and monthly usage. In the recommended mode, the number is imported into this agent's ElevenLabs workspace.

• Twilio: enter the number in international format, the Account SID and Auth Token.
• SIP Trunk: enter the SIP address, transport and optional username and password.
• Exotel: enter the Account SID, API Key, API Token, subdomain and App ID.

1. Open Import Phone Number.
2. Select the number source.
3. Enter the number with its international prefix, for example +34….
4. Enter the provider credentials and confirm the import.
5. Confirm that Phone number connected appears and that the displayed number is correct.

The screenshot uses a sample identifier. Your account will show the real identifier created by ElevenLabs.

8. Test before going live

1. Use the simulator on the right to check the welcome message, tone and answers.
2. Ask one question the agent should answer and one where it must not invent an answer.
3. Call from another phone and confirm two-way audio.
4. If bookings are enabled, create a test appointment, check date, time, time zone and calendar, then cancel it.
5. Open call history and confirm that the conversation and usage were recorded.

Common errors and fixes

• Voices do not load: check the API key, ElevenLabs account and permissions.
• You cannot continue to Train or Phone Numbers: a required field is missing, the key is invalid or no voice is selected.
• The agent gives incorrect information: simplify the instructions, remove old sources and train again.
• Event types do not load: reconnect the provider and confirm that an active event exists in the correct account.
• Google Calendar does not connect: save the agent first, allow pop-ups and authorise the account that manages the calendar.
• The agent offers incorrect times: check the time zone, working days, working hours and appointment buffer.
• The number does not connect: check the international format, credentials and whether the number is already linked to an incompatible setup.
• The call ends early: check ElevenLabs credits/minutes and the configured maximum duration.

Expected result

The agent greets callers correctly, uses only approved information, collects the required details and, when bookings are enabled, creates the appointment in the correct calendar and time slot. The number appears as connected and the call is stored in call history.