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

# The agent in a unit

> Give a branch or a clinic its own phone line, and tell the agent what it knows and does there. The agent answers for the unit, books there and files the call there.

Your business has one agent. When a call is about a unit, the agent works **for that unit**: it greets the caller
in the unit's name, uses the unit's address, facts and rules, books there, transfers to the unit's desk, and
files the call and its requests in the unit.

## Before you start

The units exist (see [Setting up the structure](https://docs.wingup.ai/team/units-setup.md)). To give a unit its own line, the business needs
a second phone number.

## What the agent knows and does in a unit

Open the unit, then **The agent here**. Every field is optional. An empty field follows the business.

| Field | What it does |
| - | - |
| **What the agent knows here** | Facts for callers of this unit. For example: *parking in the mall, level −2; we validate parking*. |
| **How the agent acts here** | Rules for this unit only. For example: *here we never give prices on the phone*. |
| **Transfer callers to** | The number the agent transfers callers of this unit to. Empty: the business's transfer number. |
| **Greeting on this unit's line** | The place the agent names on this unit's line. The box under the fields shows how it sounds. |

The agent also uses the unit's address and **How to get here** from the **Details** tab.

![The agent here tab of the Tel Aviv unit](https://mintcdn.com/wing-up/DHo8Bt5FFhLuKa78/images/units/unit-agent.png?fit=max\&auto=format\&n=DHo8Bt5FFhLuKa78\&q=85\&s=ec9464e7c0edc14ecd4a39f032bea443)

The agent here: facts, rules, the transfer number and the greeting of Tel Aviv.

## A phone line for a unit

**1. Open the unit's Phone line**

Open the unit and press the **Phone line** tab.

**2. Assign a number**

Under **Your numbers**, press **Assign a number** next to the number. It now **Reaches this unit**.

**3. To undo it**

Press **Back to the whole business** next to the number.

![The Phone line tab with a number that reaches the unit](https://mintcdn.com/wing-up/DHo8Bt5FFhLuKa78/images/units/unit-line.png?fit=max\&auto=format\&n=DHo8Bt5FFhLuKa78\&q=85\&s=bc5b5fb6689ed3fca141f316138de7e3)

Tel Aviv's phone line.

## How a call goes

* **On a unit's own line**, the agent knows the unit from the first word. It greets in the unit's name and answers
  for it.
* **On the business's main number**, the agent understands from the caller where they need to go, or asks. When
  the caller needs another unit, the agent moves the call there, and from then on it answers for that unit.
* **Appointments.** The agent looks for free times in the call's unit. When the team's hours are written on the
  unit above it (a department's doctors work on the branch's hours), it looks there. When the caller asks for
  another place, it books there.
* **Transfers.** When the agent transfers the caller, the call goes to the unit's **Transfer callers to** number.
* **What it writes down goes to the unit.** The call itself, its summary on the customer's timeline, the follow-up
  task, and every callback, lead or complaint the agent records are filed in the call's unit. The unit's people see
  them. The people of other units do not.

The agent is one for the whole business: what it knows about the caller from other units, it may use on the call,
within the caller rules you set for the agent.

## Contact support

Write to [wingy@wingup.ai](mailto:wingy@wingup.ai).


## Related topics

- [Setting up the structure](https://docs.wingup.ai/team/units-setup.md)
- [Who sees what](https://docs.wingup.ai/team/units-who-sees-what.md)
- [Organisation structure](https://docs.wingup.ai/team/organisation-structure.md)
- [Agents: audit, memory and roles](https://docs.wingup.ai/wingy/audit-and-memory.md)
- [Who belongs where](https://docs.wingup.ai/team/units-people.md)


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