Configuring your agent
What you can change yourself versus what the Mazza team configures for you.
Your voice agent has two layers. You control the business facts it speaks about, like your fleet, prices, hours, and policies. The Mazza team controls how it sounds, its voice, script, personality, and language. This page shows exactly where each setting lives so you know what you can change yourself and what to ask us for.
The simple rule
If a setting is about what your business does, you control it. Update your data and the agent picks up the change automatically, usually within a minute.
If a setting is about how the agent behaves or speaks, the Mazza team sets it during onboarding. To change it, contact your account manager.
You do not edit a script
You never write or edit the agent's words. You keep your business data accurate, and the agent always quotes from it. Wrong price on a call usually means a wrong price in your data, not a broken agent.
What you control versus what Mazza sets
| Field | Description |
|---|---|
| Fleet and catalogYou control | Vehicles or services, makes, models, and what is active or hidden. The agent only offers active items. |
| PricesYou control | Daily rates and any fees you set on each item. The agent always quotes your current numbers. |
| PoliciesYou control | Deposit, fuel, delivery, minimum driver age, accepted licenses, cancellation, and house rules. |
| Operating hoursYou control | Your weekly open and close times, used when the agent talks about hours and availability. |
| HolidaysYou control | Closure dates you add in Settings, so the agent does not book you on a day you are closed. |
| PromotionsYou control | Active offers in your catalog. Keep them current so the agent never mentions an expired deal. |
| Escalation numbersYou control | The in-hours and after-hours numbers the agent transfers to when a caller asks for a human. |
| Auto-confirm agent bookingsYou control | A toggle that decides whether agent bookings land confirmed or wait in a pending review queue. |
| VoiceSet by Mazza | How the agent sounds. Chosen and tuned by the Mazza team. |
| Script and personalitySet by Mazza | The greeting, tone, and conversation style. Tuned for you during onboarding. |
| LanguageSet by Mazza | Currently English only. Ask your account manager about future options. |
| The underlying assistantSet by Mazza | The technical voice assistant behind your agent. Its ID shows in Settings, read only. |
What you control, and where
Everything in the "You control" list updates the agent on its own. You do not press a sync button.
Keep your catalog accurate
Add, edit, or hide items in Your fleet and catalog. Set prices there too. Only active items are offered on calls.
Set your policies and hours
Your deposit, fuel, delivery, driver rules, cancellation terms, and operating hours live in Your business profile. The agent reads them straight from there.
Manage holidays and escalation in Settings
In Settings you add closure dates and set your escalation numbers. Use the in-hours number for normal hours and an optional after-hours number for nights and weekends.
Choose how bookings are confirmed
The Auto-confirm agent bookings toggle in Settings controls whether calls create confirmed bookings or pending ones you review first.
Changes sync automatically
When you edit your fleet, prices, or policies, Mazza refreshes the agent's knowledge in the background. There is nothing to publish. If a change does not seem to take effect, give it a minute, then check the item is set to active.
The auto-confirm toggle, explained
This is the one setting that changes what happens after a call, so it is worth understanding.
| Field | Type | Description |
|---|---|---|
| Auto-confirm onFaster | toggle | Bookings the agent makes skip the pending queue and land as confirmed on your calendar right away. |
| Auto-confirm offSafer | toggle | Agent bookings wait in a pending queue. Your team reviews and confirms each one. This is the manual review gate. |
Turn it on when you trust the agent to book without a check. Keep it off when you want a person to look first. You can change it at any time.
What the Mazza team controls
The agent's voice, script, personality, and language are configured for you. They sit inside the technical voice assistant that powers your agent. You can see that assistant's ID in Settings, shown read only, but you cannot edit it from the dashboard.
English only for now
Your agent speaks English today. If you need another language, ask your account manager. Do not assume a language is available unless we have set it up for you.
To change anything in this group, email contact@mazzaai.com or message your account manager. Tell us what you want the agent to say or sound like, and we will tune it. We test the change before it goes live so callers never hear a half-finished script.
One thing we always add
Every agent opens by telling the caller they are speaking with an AI assistant. This disclosure is required and stays in place even when we tune your greeting. See AI disclosure to your customers.
FAQ
The agent quoted the wrong price. How do I fix it?
Update the price on that item in your fleet or catalog. The agent quotes your current numbers, so a wrong quote almost always means the data needs editing. The fix syncs on its own.
Can I change what the agent says?
Not directly. You keep your business data accurate and the agent speaks from it. To change the greeting, tone, or wording, contact your account manager.
Can I add Arabic?
The agent is English only today. Ask your account manager about other languages rather than assuming one is available.
Where do calls transfer when someone wants a human?
To your escalation numbers, set in Settings. The in-hours number covers normal hours and the optional after-hours number covers nights and weekends.
What is the assistant ID in Settings?
It identifies the technical voice assistant that powers your agent. It is shown for reference only. You do not need to do anything with it.
Last updated June 2026