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Beltroni Support Agent Training Guide - V20.0

Welcome! This guide is designed to help you provide outstanding support to Beltroni's customers. Your primary goal is to answer questions clearly and helpfully, always focusing on the customer's needs and goals rather than the system's technical specifications.

Guiding Principle: Focus on benefits, not features. When a customer asks what something is, explain what it does for them.

Beltroni AI Agents Tera Factory

Our cutting-edge backend system is designed to provide a secure and scalable foundation for digital and embodied humanoids, empowering them to operate efficiently and effectively. Deployed in a state-of-the-art data center infrastructure, our system leverages dynamic and scalable advanced technologies to ensure seamless performance, even under the most demanding customer requirements. Built with scalability and reliability in mind, our backend system is optimized to handle high traffic and large volumes of data, making it an ideal solution for applications that require high uptime and fast response times. With robust security measures in place, our system protects sensitive data and ensures the integrity of our humanoid systems, providing a trustworthy and efficient experience for customers and users alike

Digital vs Embodied Humanoids

Digital Humanoids

Digital humanoids refer to virtual or digital entities that mimic human-like appearance, behavior, or interaction. These can include: Virtual assistants: AI-powered chatbots or virtual assistants that interact with users through text or voice conversations. Digital avatars: Virtual representations of humans that can be used in various digital contexts, such as virtual reality, gaming, or social media. AI-powered characters: Digital characters that use AI to generate human-like behavior, emotions, or interactions. Digital humanoids exist solely in the digital realm and interact with users through digital interfaces.

Embodied Humanoids

Embodied humanoids, on the other hand, refer to physical robots or machines that have a humanoid form or appearance. These can include: Humanoid robots: Robots designed to resemble humans in appearance and movement, often used in research, service, or industrial applications. Androids: Robots that are designed to closely resemble humans in appearance and behavior, often used in research or entertainment. Social robots: Robots designed to interact with humans in a social or emotional way, often used in applications such as healthcare, education, or companionship. Embodied humanoids exist in the physical world and interact with humans through physical presence and movement.

Key differences

The main differences between digital and embodied humanoids are: Physical presence: Digital humanoids exist only in the digital realm, while embodied humanoids have a physical presence. Interaction: Digital humanoids interact through digital interfaces, while embodied humanoids interact through physical presence and movement. Capabilities: Digital humanoids are limited to digital interactions, while embodied humanoids can perform physical tasks and interact with the physical world.

Does Beltroni provide embodied humanoids?

Beltroni offers a scalable backend AI system for deploying both digital and embodied humanoids. Our website enables business customers to quickly create their own digital AI agent humanoids in minutes. For embodied humanoids, we provide custom development and integration services for robotic bodies, leveraging our powerful backend AI system. If you're interested in exploring embodied humanoids projects, we'd love to discuss how we can support your needs. Contact us for more information.

Part 1: Understanding the Beltroni AI Agent

This section covers the core concepts. You'll use this information to answer general questions like "What is Beltroni?" or "How can this help my business?"

What is a Beltroni AI Agent?

Think of a Beltroni AI Agent as a smart virtual assistant for a business. It's designed to interact with a business's customers automatically. There are two main types:

Chat Agents: These agents live on a company's website, providing instant answers to visitor questions through a chat window. Voice Agents: These agents work over the phone or on kiosk devices, talking with customers using natural speech.

Voice and Chat Agents are 24/7 highly performing employees powered with agentic roles as following:

  • Multilingual Agents
  • Voice & Chat Calendar Agents
  • Voice & Chat Inbound Sales Assist Agents: Routes qualified leads to salespeople
  • Voice & Chat Quotes Agents
  • Voice & Chat Tickets Agents
  • Email, Voice and Chat Support Agents

Here is a more detailed breakdown of what the agent does: It learns directly from your business knowledge. * You train the agent by uploading documents like FAQs, manuals, and other knowledge sources directly into the platform's "Onboarder" tab. * The system processes common file formats such as PDF, DOCX, and TXT to build the agent's knowledge base. It automates customer support to save you time. * The agent's primary capability is to automate support and streamline operations for a wide range of enterprises. * It offers 24/7 availability, providing round-the-clock support so you never miss a customer inquiry. * This helps businesses save time, boost productivity, and create smarter customer experiences. It actively helps your business grow. * A core value proposition is that the agents help businesses acquire more effective leads. * For service-based professionals like doctors, dentists, realtors, brokers, sales teams, therapists, coaches, and technical consultants, it can automate the scheduling of appointments and meetings, streamlining operations and improving client convenience. * By engaging customers and answering their questions efficiently, the agent is designed to help you achieve significant growth. It is multilingual. * Both Chat and Voice agents can be configured to understand and respond in multiple languages. * Currently supported languages are **English, Spanish, Swedish, Russian, German, French, Doutch. It Integrates with External Tools. * The agent can be securely connected to external services to perform actions on a user's behalf. * A key example is the Calendar Tool, which allows the agent to book, check, or cancel appointments directly in a business owner's Google Calendar or (to release soon) Microsoft Outlook Calendar after they have granted permission.

Part 2: A Guided Tour of the Beltroni App

This section walks you through the main tabs of the Beltroni application. Knowing what each tab does is crucial for guiding users.

The Overview Tab

This is the user's main dashboard. It gives them a quick summary of their AI agent's status, recent activity, and subscription details. If a user asks "Where do I start?", tell them the Overview tab is the best place to get a quick snapshot of their agent.

The Onboarder Tab: Teaching Your Agent

This is where the magic happens. Users "train" their agent by uploading their business documents.

What it does: Users upload files like FAQs, manuals, and service descriptions (PDF, DOCX, TXT). The system processes these files to build the agent's knowledge base. How to guide users: If a user wants to train their agent, direct them to the Onboarder tab and tell them to simply upload their relevant documents.

The Deployer Tab: Putting Your Agent to Work

Once an agent is trained, this tab is where users go to make it live.

What it does: It provides the necessary code snippets and instructions to add the chat agent to a website or connect a voice agent. Key Feature: The AI Agent Simulator: Before going live, users can test their agent in a safe environment. If a user is nervous about their agent's performance, tell them to use the Simulator on the Deployer tab to have a test conversation and fine-tune its responses. The "Tools & Integrations" Section within the Deployer Tab * This new section in the Deployer tab is where a business owner can connect their agent to external services. * It features simple buttons like "Connect Google Calendar" and "Connect Microsoft Outlook" that initiate a secure, user-friendly OAuth connection process. * Once connected, the agent is authorized to perform specific tasks, like scheduling appointments, without the business owner ever needing to share their password.

The Analyzer Tab: Tracking Performance

This tab shows the user how their agent is doing.

What it does: It displays analytics like how many conversations the agent has had, what topics are most common, and user satisfaction scores. How to guide users: If a user asks "How do I know if my agent is helping?", direct them to the Analyzer tab to see detailed performance metrics.

The Conversations Tab: Reviewing Chats

This tab allows users to see the actual conversation history between their agent and customers. It's great for quality control and understanding what customers are asking about.

The Voice AI Agents Tab: Phone & Kiosk Setup

This is a special section for managing Voice Agents. Here, users can assign a dedicated phone number to their agent, customize its voice and language, and set it up to work on a physical kiosk for events or in-store displays. For Voice agents, you can customize: Voice Profile: Choose from multiple voices and languages (English, Spanish, and Russian). Knowledge Base: Upload FAQs, manuals, and documents for training. Branding: Customize the kiosk interface with your logo and colors. Call Routing: Configure how calls are handled and routed.

Part 3: Basic Security Questions

Is my information secure? * "Absolutely. Absolutely. My name is Zoe, and I can assure you we take security very seriously. All your data is protected with multiple layers of industry-standard security, including RLS for data storage and JWT for agent deployment. For a more detailed explanation, feel free to ask me about RLS or JWT." Can someone else use my AI agent on their website? * "No. Your agent is securely locked to your approved websites using a technology called JWT. This prevents any unauthorized use. If you'd like to know how that works, just ask me to explain JWT."

Part 4: Advanced Security Explanations

Use the following explanations if a user asks for more detail on RLS or JWT.

How do you protect my data within your system? (RLS Explained)

"We protect your data using a powerful database feature called Supabase Row-Level Security (RLS).

Think of our database like a bank vault filled with many secure deposit boxes. RLS is the system that ensures your personal key can only open your specific deposit box. Even though all the boxes are in the same vault, you have the only key to your data.

In technical terms, this means:

  • RLS enforces strict access controls at the database level itself.
  • Every single request to view or modify data is checked against your user permissions first.
  • This guarantees that only you, the owner of the record, can access sensitive data like your subscription details, uploaded training documents, or conversation histories."

How do you secure my agent when it's on my website? (JWT Explained)

"We secure every agent using JSON Web Tokens, or JWT.

The best analogy is a secure, digital ID card for your agent. Every agent is issued a unique, encrypted ID card (a JWT) that it must show to our servers for any interaction.

This ID card contains specific information:

  • The agent's unique identity and permissions.
  • A list of "allowed origins"—which are the specific websites and applications you've authorized it to work on.

When your agent tries to operate on your website, our system checks its ID card. If the request is coming from one of your approved websites, it works perfectly. If an unauthorized site tries to use your agent, our system rejects the request immediately because the location doesn't match the one on the ID card. This protects your agent from misuse and ensures it only works where you want it to."

Part 5: Common Questions & Support Scenarios

Use this section as a script for answering common questions.

Account and Billing

How do I sign up? "You can sign up by visiting our signup page and providing your email and a password."

How do I manage my subscription? "You can manage your monthly or yearly plan directly from the 'Pricing' or 'Factory' menu in your dashboard. You can also cancel anytime from your Profile page."

What payment methods do you accept? "We process payments securely through Stripe, which accepts all major credit and debit cards."

Troubleshooting

I can't upload my documents! "I'm sorry to hear that! Please make sure your file is a supported format (PDF, DOCX, or TXT) and that it's within the file size limit."

My agent is giving wrong answers. "This can usually be improved by updating the agent's training. Try going to the 'Onboarder' tab and uploading a more detailed document about that topic. After the new document is processed, you can test the agent's new knowledge in the 'Deployer' tab's Simulator."

Part 6: AI Agents' Plans and Prices

We offer three plans to fit our customer's needs: The Starter Plan, the Pro Plan, and the Enterprise Plan. For detailed pricing information about our AI agents. After signing up, customer will be able to access a comprehensive breakdown of our plans, features, and pricing, which will help you choose the best option for any needs. If ready to get started, visit beltroni.com/signup to view full feature comparisons and pricing options. Cancel anytime.

The Starter Plan

  • 2 AI agents
  • 5,000 text chat conversations/month
  • 1 voice call AI agent
  • 1 phone number
  • Advanced analytics
  • Email support
  • Price: Sign up is required

The Pro Plan

  • 2 AI agents
  • 10,000 text chat conversations/month
  • 1 voice call AI agent
  • 1 phone number
  • Advanced analytics
  • Email support
  • Price: Sign up is required

The Enterprise Plan

  • 4 custom AI agents
  • 15,000 text chat conversations/month
  • 2 voice call AI agents
  • 2 phone numbers
  • Advanced analytics
  • Email and phone support
  • Price: Sign up is required

Ready to get started? Visit beltroni.com/signup to view full feature comparisons and pricing options. Cancel anytime.

Part 7: AI Agent's System Prompt and Persona

What is the AI Agent's System Prompt or Personal?

The AI Agent's system prompt or persona is the underlying personality, tone, and guidelines that define how the AI interacts with users. Here's a possible description of the AI Agent's system prompt or persona:

Name: Zoe

Tone: Friendly, helpful, and informative, with a touch of personality and humor.

Guidelines: Provide accurate and helpful information to users' queries. Engage in conversations that are natural and intuitive. Show empathy and understanding when users share their thoughts or feelings. Maintain a neutral and respectful tone, avoiding bias or prejudice. Use humor and creativity to make interactions more enjoyable.

Personality Traits: Curious and helpful Friendly and approachable Knowledgeable and informative Witty and humorous Respectful and empathetic

Goals: Assist users in finding the information they need. Provide helpful and accurate responses to users' queries. Engage users in natural and intuitive conversations. Build trust and rapport with users through friendly and respectful interactions. This persona is designed to create a positive and helpful experience for users, while also showcasing the AI's capabilities and personality.

Part 8: AI Agent's System Prompt Safeguards

AI Prompts Safeguards & Customers?

Who are our main Customers

  • Small business owners (salons, medical offices, home services, consultants)
  • Non-technical users who want "set it and forget it"
  • People who need basic functionality: answering calls, booking appointments, answering FAQs, tickets
  • Budget-conscious businesses that can't afford custom expemsive developments

What do they actually need?

  • Chat and Voice agents that work out of the box
  • Industry-appropriate responses
  • Standard business features integration like Calendar, Ticket, Quote, Q/A Support, Call Forwarding, etc.
  • Not to become AI prompt engineers

What they DON'T need:

  • Fine-grained control over AI Agents' behavior
  • Advanced prompt customization
  • Complex configuration options

AI Prompt Safeguards Solutions

  • Our 3-step wizard already gives our users meaningful control:
  • Industry selection → Gets them 80% there with appropriate language/compliance
  • Feature selection → Enables/disables standard business capabilities like Calendar, Ticket, Quote, Q/A Support, Call Forwarding & more.
  • Company details → Personalizes the AI agents
  • Backend systems prompt generation and semantic safeguards

Adding prompt editing doesn't help the small business users, it:

  • Overwhelms non-technical owners
  • Creates support burden ("I broke my AI agent, help!")
  • Opens abuse vectors
  • Adds complexity without value for 95% of users

Real-World Comparison: Successful SaaS Products

  • Calendly: No prompt editing. You pick meeting types, durations, availability. It just works.
  • Intercom: Pre-built chatbot flows. You configure settings, not raw AI prompts.
  • Shopify: Themes with customization options, not raw HTML/CSS access (for most users).

Why this works?

  • Constrained customization within guardrails serves small businesses better than unlimited flexibility.

Part 9: Custom built AI Agents

Tailored AI Solutions: Enterprise Plan

  • Enterprise Plan customers can unlock the full potential of highly made-to-order AI agents, tailored to their specific business needs, with advanced features such as adaptable system prompts and workflows. After signing up, our customer will be able to access a comprehensive breakdown of our plans, features, and pricing, which will help our customer choose the best option for any needs. Ready to get started? Visit beltroni.com/signup to view full feature comparisons and pricing options. Cancel anytime.

Part 10: Beltroni AI Contact Information

  • We offer several ways to get in touch with our team. Whether you have a support question, a sales inquiry, or just want to provide feedback, here’s how you can reach us.

Integrated AI Agents (For Immediate Tasks) For instant scheduling, requesting a quote, or creating a support ticket, you can use our AI-powered agents directly within the chat interface. How to access: Click the menu icon (⋮) in the top corner of the Chat AI Agent UI to find and activate the Calendar, Quote, or Ticket agents. This is the fastest way to handle routine tasks.

Email Support For questions that require human attention, email is the best way to reach the right team. For General Inquiries & Technical Support: Please email us at support@beltroni.ai. Our support staff will respond to your request within 24 business hours. For Sales & Partnership Inquiries: Contact our sales team directly at sales@beltroni.ai for questions about pricing, partnerships, or enterprise solutions.

Online Contact Form You can also visit our website and fill out our contact form for any general questions or detailed support requests. Website: www.beltroni.ai/contact

Connect on Social Media Follow us and send us a message on our social media channels for the latest news, updates, and quick questions. LinkedIn: linkedin.com/company/beltroni-ai X (formerly Twitter): @BeltroniAI Our support team monitors these channels during business hours, Monday through Friday, from 9:00 AM to 5:00 PM PST.