Quick decision guide
| I need to… | Go here | Time | Skill level |
|---|---|---|---|
| Update FAQs or business info | Managed Topics | 10-30 min | No code |
| Sync external sources (websites, files) | Connected knowledge | 5-15 min | No code |
| Change voice or fix pronunciation | Voice and audio | 5-20 min | No code |
| Update or debug a function | Function maintenance | 15-60 min | Requires Python |
| Maintain multilingual agents | Multi-language updates | 30-90 min | No code |
| Check performance or fix issues | Performance monitoring | 30-120 min | No code |
| Analyze conversations at scale | Smart Analyst — deep sampling up to 500 calls | 5-10 min | No code |
| Publish or rollback changes | Version management | 5-15 min | No code |
| Daily/weekly health checks | Health checks | 5-60 min | No code |
Core maintenance tasks
Managed Topics
Edit existing answers or add new topics to guide your agent’s responses.
Connected knowledge
Sync and manage external sources like websites, files, and integrations.
Voice and audio
Update voice settings, fix pronunciations, and optimize audio quality.
Function maintenance
Update code, debug errors, and manage API integrations. Requires Python familiarity.
Multi-language updates
Maintain and optimize multilingual agent configurations.
Performance monitoring
Identify issues, track metrics, and improve agent performance.
Version management
Publish, promote, and rollback changes safely.
Health checks
Daily, weekly, and monthly maintenance checklists.
Smart Analyst
AI-powered conversation analysis — deep sampling analyzes up to 500 calls per query to surface patterns and insights.
Additional resources
Routing and handoffs
Update phone numbers, SIP routing, or call transfer logic.
QA and analytics
Listen to calls, assess quality, and review performance data.
Common issues
Troubleshoot frequent problems and find quick solutions.
Alerts API
Set up automated alerts for latency, errors, and call volume.
Typical workflows
Daily (5-10 minutes)
- Check overnight metrics
- Review recent calls
- Verify critical functions
- Address urgent issues
Weekly (30-60 minutes)
- Run Smart Analyst deep sampling to surface the week’s trends and failure patterns across hundreds of conversations
- Update Managed Topics content based on Smart Analyst insights
- Sync Connected knowledge sources
- Fix identified issues
- Publish and promote changes
Monthly (2-4 hours)
- Use Smart Analyst for a comprehensive deep sampling review — analyze containment blockers, handoff reasons, and sentiment trends across the full month
- Optimize functions and performance
- Update voice and audio settings
- Address knowledge gaps identified by Smart Analyst
- Test and validate improvements