Configuring Felix Sales Agent in Fello

Configure Felix Sales Agent

Felix works out of the box once you enroll contacts. Configuration is where you shape how Felix thinks, talks, and acts on calls: its style, how it opens a call, what it does during and after a call, and the hours it can reach out.

To open it, go to Felix AI from the left sidebar, open Sales Agent under Your Skills, and select the Configure tab.

In this guide:

• Style
• Call greetings
  • Inbound calls
  • Outbound calls
• Actions
• Calling and SMS window
• FAQs

Style

Style sets how Felix sounds across calls, texts, and emails. Select the edit (pencil) icon, then choose one:

• Full: expressive, warm, confident, and proactive.
• Balanced: grounded and personable, naturally confident.
• Refined: professional, measured, and minimal personality.

Call greetings

Set how Felix opens a call. You can configure the Inbound Call Greeting and the Outbound Call Greeting separately. Select Edit on the one you want to change.

Inbound call greeting

Choose a Mode for how Felix opens an inbound call:

• Agent speaks first: Felix opens with the exact Message you write.
• Agent waits for user: Felix waits for the caller to speak first. No message needed.
• Agent speaks first with model generated message: Felix generates its own opener. Add an optional Instruction to guide it.

For the modes that take a custom message, use Personalize to insert variables such as the contact's name, the agent's name, and your business name, and use Write with AI to draft it.

Outbound call greeting

Choose what Felix says when a contact picks up.

Select Standard greeting (recommended) to have Felix craft a natural opener for each call, or Custom message to write exactly what Felix says on every call.

Standard greeting:

Turn on either disclosure, or both, depending on your compliance needs:

• Announce the call is recorded: adds "on a recorded line" to the opener. Recommended for transparency, and for two-party-consent states.
• Announce I'm a digital assistant: discloses up front that Felix is an AI. With it off, this can come up naturally if a contact asks.

Under Examples of how I might open, Felix shows sample openers that update as you change the toggles. These are examples only. Felix adapts the wording to each contact and the reason for the call.

Custom message: 

Write your own opener in the Custom message field, using Personalize to insert variables and Write with AI to draft it.




The Allow interruptions toggle lets the contact cut in while Felix is speaking. Turn it off so Felix reads the full message without interruption, which is useful when your custom greeting includes compliance language that must be delivered in full.

Actions

Actions define what Felix does during and after a conversation. You can add a Call Transfer action, and a Voicemail Settings action is included by default.

Call transfer

A Call Transfer action defines where Felix sends a call when a contact is ready to talk. You set a name, the trigger for when the handoff should happen, who Felix transfers to (Assigned User, Specific User, or Shared Inbox), a fallback user for unassigned contacts, and the transfer type (warm or cold). You can add more than one Call Transfer action.

For the full walkthrough, see Handoffs and warm transfers.

Voicemail settings

Choose what Felix does when it reaches voicemail. Select Edit, then choose:

• Hang up if it reaches voicemail.
• Leave a message. Then choose how Felix decides what to say:
  • Automatically (recommended): Felix chooses what to say based on the call context.
  • Based on a prompt: Felix uses your instructions to generate the voicemail.
  • Use a static message: Felix says the same thing every time.

Calling and SMS window

Set the days and hours Felix can place outbound calls and send texts. To do this, click Edit (pencil icon) Calling & SMS Window.

• For each day, turn it on or off and set start and end times. By default, Felix works Monday through Friday, 8:00 AM to 7:00 PM, with Saturday and Sunday off.
• Set your Timezone. The window is based on your account's timezone, not each contact's local time.

Frequently asked questions

• Can Felix leave a voicemail?
  • Yes. In Voicemail settings, choose Leave a message, then choose whether Felix decides what to say automatically, from a prompt, or with a static message.
• Can I have Felix open inbound and outbound calls differently?
  • Yes. The Inbound Call Greeting and Outbound Call Greeting are configured separately.
• Does the calling and SMS window apply to each contact's local time?
  • No. The window is based on your account's timezone.