Setting Up the Welcome Agent

Learn how to set up, configure, and test the Welcome Agent of the pascom Cloud PBX.

ACD

27.03.2026

BETA


The pascom Cloud PBX Welcome Agent allows you to intelligently and individually greet callers before they are forwarded. By configuring prompts and reacting to labels, you can personalize the caller experience. For example, you can play special announcements for VIP customers.

Adding and Configuring the Welcome Agent

The basic setup is similar to creating other AI Agents. For more details, refer to the AI Agents Overview.

After you click for the Welcome Agent, configure the basic data:

Enter a unique name for your agent under Label, such as “Welcome Agent”.
Optionally, set a suitable Avatar image.
Define the exact behavior in the AI Agent description (Prompt). Here you formulate the instructions for the agent, for example: “You answer incoming calls as an agent in the office queue at Company XY. Greet the caller depending on the time of day and with salutation and last name. Politely inform the caller that the next available employee will take the call as soon as possible."
Select the desired voice output under Voice (e.g., “Voice 1”).
Click Save.

Configure Welcome Agent


Personalization with Labels

A special advantage of the AI Agent is the ability to react to Labels. This allows you to implement great individualizations that noticeably improve the caller experience.

For example, extend your prompt with the following instruction: “If the label VIP = yes is set, say that the caller, as a premium customer, can look forward to particularly short waiting times."

The agent evaluates the label accordingly and dynamically adjusts the greeting for this special target group. For more detailed information, refer to the Labels Guide.

Testing the Welcome Agent in the Simulator

Before you deploy your new Welcome Agent live, you can test its behavior safely and extensively. The practical Call Simulator is available for this purpose.

Click in the top right corner of the agent’s basic data.
Select a Caller name in the simulator, or search for a specific contact via .
Enter a Phone number for the test call.
If necessary, add different labels (e.g., VIP=yes) via to play back the specific reactions of your agent to this configuration.
Click to start the simulation.

Welcome Agent Simulator


Welcome Agent Deployment

Once setup and testing are complete, you can integrate the AI Agent into your phone system. The deployment options are very diverse: you can place the Welcome Agent in call distributions, teams, at users, or in IVR menus.

For more details on call distributions, refer to the documentation on Action Conditions.