How It Works

echowin is a platform, how you architect your AI agent makes all the difference in how it performs. This guide will walk you through some best practices around architecting your AI agent.


There are two primary modes that your AI agent operates in: free form conversation and scenarios. When your phone call is picked up by your agent, it starts by playing the greeting you set. Then it goes into a free form conversation mode by default.

In the free form conversation mode, the AI agent will automatically determine what response to send to the callers. If the caller asks about your business, the AI agent will look at all the information provided to it while training (webpages, references, instructions) and answer the caller's questions. When the agent determines that there is a scenario available that can handle the intent of the caller, it will automatically enter the scenario mode.

The scenarios are triggered automatically based on the description you provide while creating the scenario. The AI agent is smart enough to figure out which scenario to enter even when the caller is vague with their requests, but properly describing the scenario goes a long way in ensuring that the scenario gets triggered properly. Try to make it short and descriptive.

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Scenarios are more rigid and are meant to automate workflows that need specific call flows. You should make each scenario do one thing and create multiple scenarios if needed. Trying to make the same scenario do multiple things is usually not recommended.


There are multiple different ways to train your agent. The AI agent automatically determines which things to prioritize based on the context of the conversation.

The instructions you provide the AI agent should only be used to provide the agent a high level instruction of how to handle the calls. We usually do not recommend using the instructions to provide specific information about your business. Things like product information, office hours, services, pricing etc should be added as separate references for best performance. We recommend keeping the instructions short and to the point, as long instructions can sometimes make the AI agent respond slower.

You can add as many references as you need to provide the agent with information about your business. While references technically can contain instructions, we do not recommend using it as a primary method of providing general instructions.

The system is built to prioritize scenarios over other things, however this is dynamically determined based on the context of the conversation.


Here is the basic summary:

Instructions: Provide high level instructions like "Do not answer any health related questions".

References: Provide specific business information like pricing, product information, business hours etc. Try to include only one type of information per reference.

Scenarios: Rigid call flows that execute exactly as designed. They get triggered automatically when the caller's query matches the description of the scenario.

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As a law firm owner, it is difficult to manage the volume of calls we receive daily. echowin provides fast and personal responses to each of our clients. This maintains a healthy attorney client relationship. At the same time, it increases our efficiency when dealing with important calls.
Elliott Lipinsky
Law Offices Of Elliott Owen Lipinsky
Attorney For Selma and Montgomery, Alabama

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