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Before you start

Confirm these are ready:
  • STT/LLM/TTS provider keys in Settings.
  • At least one outbound/inbound carrier number if the bot will be tested by phone.
  • CRM variable names and sample customer data.
  • Expected dispositions and post-call fields.
  • Knowledge bases, if the bot must answer from uploaded documents.

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Bot wizard steps

The CXB Console bot builder has six steps:
  1. Identity
  2. Instructions
  3. Policy
  4. Voice Pipeline
  5. Behavior
  6. Tools & Integrations
Required fields are mainly in Identity and Instructions. Other sections have defaults, but production bots should still be reviewed section by section.

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1. Identity

Set:
FieldGuidance
Bot NameUse a clear ops name: client, use case, language, and environment if needed.
Opening MessageThe first thing the customer hears. Keep it short, natural, and variable-aware.
Re-engagementEnable when silent customers should be prompted before the call is marked RNR.
Good opening message pattern: 
Namaste {{CUSTOMERNAME}}, main {{company_name}} se bol rahi hoon. Kya aap baat kar sakte hain?
If using flat variables like {{CUSTOMERNAME}}, make sure the CSV, API variables, or CRM pre-fetch really provides that field.

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2. Instructions

If policy engine is disabled, the System Prompt drives the bot. Include:
  • who the bot is
  • call objective
  • language style
  • what variables mean
  • when to use tools
  • when to end call
  • how to handle objections
  • what not to say
Avoid:
  • very long legal scripts that sound robotic
  • unsupported promises
  • vague goals like “convince customer”
  • field names that do not exist in CRM/CSV

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3. Policy

Use Policy when the use case matches an available template, such as India collections. When policy is enabled:
  • CXB API generates the runtime system prompt.
  • Manual system prompt becomes fallback only.
  • CRM field mapping becomes critical.
Check required fields:
FieldExample
Company NameDMI Financial Services
Agent NameKavya
Customer Name Source FieldCUSTOMERNAME
Total Due Fielddue_amount
DPD FieldCURRENT_DPD

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4. Voice Pipeline

Configure STT, LLM, and TTS.
LayerCommon choicesOps guidance
STTStreaming STT, turn-detecting STT, multilingual STTUse the turn-detecting STT engine only where its built-in turn detection behavior is desired and configured.
LLMMultiple language model providers and the managed LLM platformUse the model approved for the client and cost profile.
TTSMultiple TTS engines (including Indian-language TTS)Use client-approved voice, language, and speed.
For cost-sensitive campaigns, confirm TTS cache settings if TTS caching is enabled.

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5. Behavior

Review:
  • max call duration
  • voicemail handling
  • dead-air / re-engagement behavior
  • transfer behavior
  • ending behavior
The bot should have a clear success path and a clear exit path. A bot that never ends calls will waste channels and provider cost.

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6. Tools & Integrations

Review:
  • End Call tool
  • transfer targets (only websocket_reverse_transfer and livekit_sip_refer — see Tools & integrations)
  • custom HTTP tools
  • CRM pre-fetch
  • post-call push
  • SIP headers
  • Knowledge Base RAG
  • Agent Desk handoff (a separate path, not a transfer method)
  • Callback detection toggle
Do not enable a tool unless the prompt tells the bot when to use it.

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Callback detection toggle

The bot-level callback toggle (callback_prompt_injection) makes the bot detect “call me back later” requests and emit callback fields in post-call analysis.
This is a double-gate. The callback analysis prompt is injected only when both are true:
  1. the bot has callback_prompt_injection enabled, and
  2. the campaign running the call has config.callback_detection.enabled = true.
Enabling it on the bot alone does nothing until a campaign also enables callback detection. See Callbacks.

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Save and test

After saving:
  1. Open the bot detail page.
  2. Use Test Call.
  3. Confirm the bot speaks the right opening message.
  4. Confirm variables render correctly.
  5. Complete one normal conversation.
  6. Inspect call detail: transcript, recording, events, analysis, QC, CRM push.
  7. Fix bot config before creating campaigns.