1. Office Secretary - For Appointment-Based Businesses
The Office Secretary role is designed for appointment-based businesses needing virtual front desk management.
Primary Functions:
- Answer incoming calls professionally
- Schedule appointments and manage calendar
- Reschedule and cancel appointments
- Take messages for staff members
- Provide office information (hours, location, services)
- Transfer calls to appropriate staff
Best For:
- Medical & Dental offices
- Hair salons & Spas
- Law firms
- Therapy practices
- Veterinary clinics
- Consulting firms
Example Interaction:
Customer: "I need to book an appointment"
AI: "I'd be happy to schedule you! Are you a new patient or returning?"
Customer: "New patient"
AI: "Welcome! What's your name and what type of appointment do you need?"
Why It's a Common Choice: Many small businesses are appointment-based. This role is pre-optimized for that exact use case, and it's the default role when you create an agent from your website.
2. Customer Service - For Product and Service Support
The Customer Service role handles post-sale support, product questions, and issue resolution.
Primary Functions:
- Answer product/service questions
- Handle customer complaints professionally
- Explain return and exchange policies
- Open support tickets and check their status
- Troubleshoot non-technical issues
- Maintain customer satisfaction
Best For:
- E-commerce stores
- Retail businesses
- SaaS product companies
- Subscription services
Example Interaction:
Customer: "My order arrived damaged"
AI: "I'm sorry to hear that. Let me open a support ticket for you. What's your order number?"
Customer: "12345"
AI: "Thank you. I've opened a ticket for order 12345, and our team will follow up with you."
3. Technical Support - For Tech Companies
The Technical Support role is optimized for diagnosing problems and providing step-by-step solutions.
Primary Functions:
- Diagnose technical problems
- Guide through troubleshooting steps
- Explain error messages
- Provide installation/setup help
- Escalate complex bugs appropriately
Best For:
- Software companies
- SaaS platforms
- IT service providers
- Hardware manufacturers
Conversation Style: Patient and methodical, clear step-by-step instructions, technical but not condescending.
4. Sales & Closing Deals - Revenue-Focused
The Sales & Closing Deals role actively drives revenue through lead qualification and appointment booking.
Primary Functions:
- Qualify sales leads (budget, timeline, needs)
- Engage potential customers dynamically
- Book sales appointments and demos
- Answer product/pricing questions with sales angle
- Drive revenue growth
Best For:
- B2B sales teams
- Real estate agents
- Insurance agents
- Financial advisors
Example Interaction:
Prospect: "I'm interested in your software"
AI: "Great! I'd love to learn more about your needs. How many users do you have?"
Prospect: "About 50 employees"
AI: "Perfect! For that size, our Pro plan works well. Let's schedule a personalized demo."
5. How to Choose the Right Role
Decision flowchart based on your primary business function:
What do customers mainly call about? | Recommended Role
"To book appointments" | Office Secretary (Medical, salon, law firm)
"For help with products/orders" | Customer Service (E-commerce, retail)
"For technical help" | Technical Support (Software, IT)
"To learn about services and buy" | Sales & Closing Deals (B2B, contractors)
"For general information" | General Inquiry (Government, education)
"For expert advice" | General Consultant (Advisory services)
Tip: You can change the role later in Agent Settings. Rebuild the agent if the dashboard asks you to, then test it in Real-time Chat.
Frequently Asked Questions
Which AI agent role should most businesses start with?
Office Secretary, the default role when you create an agent from your website, because many small businesses are appointment-based. Businesses that mostly handle product and order questions usually do better with Customer Service.
Can I change my agent's role after creation?
Yes. Open Agent Settings, pick a different role and save. Rebuild the agent if the dashboard asks you to, then test it in Real-time Chat before customers call.
What's the difference between Office Secretary and Sales & Closing Deals?
Both book appointments, but Office Secretary has neutral receptionist focus ("Can I schedule you?") while Sales & Closing Deals has active sales focus ("Let me tell you why this is perfect for you!"). Choose based on whether your priority is admin efficiency or sales conversion.
Should I choose Custom Agent for my unique business?
Probably not. Custom is for businesses that truly don't fit any of the 6 standard roles - it builds the agent through a guided conversation. For most businesses, the closest standard role plus Improve Agent rules is the better start.
Can one agent handle multiple roles?
Your agent has one primary role, but you choose add-ons (such as scheduling or orders) when you create it and can adjust actions and knowledge areas later in the Agent Action and Agent Focus tabs. For example: Office Secretary role + Customer Service capabilities (FAQ, support tickets). For truly separate functions, create multiple agents (Pro: 3 agents, Business: 10 agents).
