> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nixflex.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbound support agent

> Answer common questions, text details to callers mid-call, and hand off to a human when needed.

This guide builds an inbound support agent that handles routine questions on its own, texts information to callers during the call, and transfers to a human when a request needs one.

## What you'll build

An inbound agent that:

* Answers your most common support questions
* Sends details (links, addresses, references) by text mid-call
* Transfers to a human when the caller needs more help

## Before you start

* An agent created and a phone number attached to it
* A destination phone number for human transfers
* The key facts your agent should know (hours, policies, common answers)

## Steps

<Steps>
  <Step title="Give the agent your support knowledge">
    Put the answers to your common questions directly in the agent prompt so it can resolve them without a human.

    ```text Agent prompt (excerpt) theme={null}
    You are the support line for Brightsmile Dental.
    You can answer questions about opening hours, location, services, and pricing.

    Opening hours: Monday to Friday, 9am to 5:30pm.
    Location: 12 High Street, Manchester.
    New patient checkups start from £45.

    Be warm and brief. If you do not know something, offer to pass the caller to a team member.
    ```
  </Step>

  <Step title="Text details to the caller mid-call">
    When a caller needs something written down — a link, an address, a reference — the agent can send it by text while staying on the call. Tell it when to do that in the prompt.

    ```text Agent prompt (excerpt) theme={null}
    If the caller asks for our address or a booking link, offer to text it to them,
    then send it while you keep talking.
    ```

    The text sends during the call without interrupting the conversation. See [Send SMS](/actions/send-sms) for the full behaviour.
  </Step>

  <Step title="Transfer to a human when needed">
    When a request is beyond the agent, it can hand the call to a person. Tell the agent who to transfer to and when.

    ```text Agent prompt (excerpt) theme={null}
    If the caller wants to speak to a person, or has a complaint,
    transfer them to the practice manager.
    ```

    Nixflex supports different handoff styles — a straight transfer, or a warm one where the agent briefs the person before connecting. See [Transfer](/actions/transfer) to choose and configure the mode that fits.
  </Step>

  <Step title="Test the whole flow">
    Call your number and try all three paths:

    * Ask a common question — the agent should answer it directly.
    * Ask for the address or a link — you should receive a text mid-call.
    * Ask to speak to a person — the call should transfer.
  </Step>
</Steps>

## What's next

* Turn on [Post-call analysis](/advanced/post-call-analysis) to see what callers ask most.
* Add [Keypad input](/advanced/keypad-input) if you want callers to press options.
* Review [Controlling the conversation](/concepts/conversation-control) to fine-tune how the agent behaves.

<CardGroup cols={2}>
  <Card title="Transfer" icon="phone-arrow-right" href="/actions/transfer">
    Handoff modes and how to configure them.
  </Card>

  <Card title="Send SMS" icon="comment-sms" href="/actions/send-sms">
    Texting details to callers during a call.
  </Card>
</CardGroup>