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Agent Types
Understanding Thinkrr's inbound roles (and how outbound fits) with updated white background styling.
Agent Types
Thinkrr offers different "agent" types for specific use cases. Here's what each one is for and when to use it.
Inbound vs Outbound (simple):
- Inbound = customers call you (phone rings / web widget call / incoming enquiries)
- Outbound = you call customers or leads (follow-ups, reminders, reactivation)
The agent types below are inbound roles, except Sales Coach which is training.
1) Receptionist (Inbound Agent role)
What it is: Your always-on front desk for real inbound calls (and/or web widget). It greets callers, understands what they want, gathers details, and can take actions like bookings, transfers, notifications, etc.
Best for:
- General enquiries / "where are you / hours / pricing / do you service X?"
- Lead capture + qualifying basic info
- Appointment booking and routing
- "Support-style" triage for your business (e.g., "press 1 for billing…", gather issue + route)
What it can do:
- Professional greeting + business-specific responses
- Capture caller details for follow-up
- Trigger actions like transfers / bookings / email notifications
Inbound/Outbound note: Receptionist is for inbound (customers call you). If your goal is calling leads, that's outbound and uses a different outbound setup.
2) Sales Coach (Inbound Agent role)
What it is: A sales roleplay simulator — it plays the customer/prospect, not the salesperson. It's for training/testing sales conversations, objection handling, and scripts.
Best for:
- Training new reps (practice calls)
- Stress-testing scripts & objection handling
- Demoing "sales coaching" as a service to clients
Important notes:
- It can notify reps about training sessions, but it's not a "closing agent."
- Same constraint: role is locked after creation.
3) Support for your business callers
Configured as a Receptionist
In Thinkrr, customer support is typically implemented as a Receptionist configured with a support-first behavior:
- Identify the issue type (billing / tech / booking / complaint)
- Gather key fields (account email, order number, best callback)
- Route via transfer/notification/workflow
- Optionally use Knowledge Packs for FAQs
Inbound/Outbound note: Support here is inbound (customers call you for help). It's still Receptionist — just configured for support triage.
Summary: If you want to handle customer support for your business, choose the Receptionist role and configure it for support triage.
Quick "when do I pick what?" cheat sheet
- You want to answer calls / book / route / capture leads (inbound): Receptionist
- You want to train salespeople with realistic prospects + objections (training): Sales Coach
- You want customer support for your business (inbound): Receptionist configured for support triage
- You want to call leads/customers (outbound): Outbound calling setup (not Receptionist/Sales Coach)
Agent Types
Thinkrr offers different “agent” types for specific use cases. Here’s what each one is for and when to use it.
Inbound vs Outbound (simple):
- Inbound = customers call you (phone rings / web widget call / incoming enquiries)
- Outbound = you call customers or leads (follow-ups, reminders, reactivation)
The agent types below are inbound roles, except Sales Coach which is training.
1) Receptionist (Inbound Agent role)
What it is: Your always-on front desk for real inbound calls (and/or web widget). It greets callers, understands what they want, gathers details, and can take actions like bookings, transfers, notifications, etc.
Best for:
- General enquiries / "where are you / hours / pricing / do you service X?"
- Lead capture + qualifying basic info
- Appointment booking and routing
- "Support-style" triage for your business (e.g., "press 1 for billing…", gather issue + route)
What it can do:
- Professional greeting + business-specific responses
- Capture caller details for follow-up
- Trigger actions like transfers / bookings / email notifications
Inbound/Outbound note: Receptionist is for inbound (customers call you). If your goal is calling leads, that's outbound and uses a different outbound setup.
2) Sales Coach (Inbound Agent role)
What it is: A sales roleplay simulator — it plays the customer/prospect, not the salesperson. It's for training/testing sales conversations, objection handling, and scripts.
Best for:
- Training new reps (practice calls)
- Stress-testing scripts & objection handling
- Demoing "sales coaching" as a service to clients
Important notes:
- It can notify reps about training sessions, but it's not a "closing agent."
- Same constraint: role is locked after creation.
3) Support for your business callers
Configured as a Receptionist
In Thinkrr, customer support is typically implemented as a Receptionist configured with a support-first behavior:
- Identify the issue type (billing / tech / booking / complaint)
- Gather key fields (account email, order number, best callback)
- Route via transfer/notification/workflow
- Optionally use Knowledge Packs for FAQs
Inbound/Outbound note: Support here is inbound (customers call you for help). It's still Receptionist — just configured for support triage.
Summary: If you want to handle customer support for your business, choose the Receptionist role and configure it for support triage.
Quick "when do I pick what?" cheat sheet
- You want to answer calls / book / route / capture leads (inbound): Receptionist
- You want to train salespeople with realistic prospects + objections (training): Sales Coach
- You want customer support for your business (inbound): Receptionist configured for support triage
- You want to call leads/customers (outbound): Outbound calling setup (not Receptionist/Sales Coach)
Copyright © 2026 MS Family Trust T/A DPACCAI Australia (ABN 78 557 512 241). All rights reserved. Currency: AUD$
Copyright © 2026 MS Family Trust T/A DPACCAI Australia (ABN 78 557 512 241). All rights reserved. Currency: AUD$