AI Employees
AI Employees are Goliath’s native contact agents. They can work across text, voice, and email when their channels are configured. Open Automations in the main sidebar and select the AI employees tab to manage them. The Map tab shows where each employee fits in the journeys your leads go through; see The Automations page.
The list separates employees who are On the clock from those who are Paused. Each card shows the employee’s role, the channels it works on and how many contacts it has. Open an employee card to open its page.
An employee’s page
Section titled “An employee’s page”Everything about an employee is on one page, read from top to bottom:
- Map: the employee’s part of your Automations Map: the workflows whose steps use it. Drag and zoom to look around, and select a step to open its workflow. If no workflow uses the employee yet, the Map says so and offers a way to open the full Map.
- Instructions: what the employee knows and how it should do its job.
- Reaches by: one sentence each for texts, email, and calls, with a switch per channel. See Configure AI Employee channels.
- Also: who it books with, contracts, hand-offs and notifications, the default Agent, and its manager. Select a sentence to open that setting.
Each underlined phrase on the page opens the editor for that setting.
An employee works on the record its workflow step runs on and what is linked to it: a contact’s deals and property, or a deal’s contacts. It answers with a fast model and switches to a smarter one when a reply needs care, such as an opt-out or a contact ready to book. Neither is a setting.
Asks first or acts
Section titled “Asks first or acts”Whether an employee asks first or acts on its own follows the trust of the person it is working for. Trust belongs to people, in Memory; an employee has no trust setting of its own. Whose trust applies, in order:
- Sending from someone’s line or mailbox: that person’s trust.
- Otherwise, the person on the record: the contact’s or deal’s Agent.
- Nobody on the record: the employee’s manager’s trust, and Ask first if it has no manager.
Where its work shows up
Section titled “Where its work shows up”An employee’s conversations are on each contact’s timeline and in the workspace Inbox, next to your team’s. There is no separate inbox, contact list, or results screen for one employee.
Before an employee can respond
Section titled “Before an employee can respond”An employee must be configured for the relevant channel:
- Texting and calls go out on a number Goliath picks for each send, usually the one the conversation is already on. An employee does not have a number of its own.
- Voice uses the employee’s voice and call settings.
- Email uses the team’s connected mailboxes.
Inbound calls and first texts reach an employee through the workspace’s routing: call routing on the Map tab of Automations, under Phone calls (who picks up a missed call), and new-contact intake under the organization menu → Phone → Routing.
An employee can read and wake on inbound traffic for a configured channel even when its channel switch is off. The switch controls whether it sends new texts or emails, or dials outbound calls.