How to Set Up a Communications Agent in Eve

Last updated: September 30, 2026

Overview

A communications agent places outbound case-work calls. You set what it should accomplish on the call, the conditions under which it hands off to a person, and what makes it run.

Setup happens on the Agents page, the same place every other agent type is created.

Before You Start

  • A clear answer to what each call is for, in terms of what the agent is finding out or telling the person.

  • Your firm's rules for when a call should reach a human instead.

Steps

  1. Click Create agent on the Agents page.

  2. Select Communications agent as the type, so the agent is configured for outbound calling.

  3. Set the instructions. Use the default instructions or write your own. The instructions are what the agent is trying to accomplish on each call, so state the purpose, what to ask or say, and anything it must never do.

  4. Set up warm transfers. Pick the conditions under which a call hands off to a person, so it routes to the right one. Skip this if the agent never needs to transfer.

  5. Pick a trigger. This controls when the agent runs:

    • On case update. Something changes within the matter.

    • On auditor findings. The nightly Auditor run surfaces something.

    • Scheduled. Runs on a set cadence.

    • Manual. You start it yourself.

    A scheduled agent set to Manually selected matters only must be toggled on at the matter level for each matter where it should run.

  6. Name the agent and set visibility to Private or Shared, then save.

The agent appears on the Agents page and runs according to the trigger selected.

The communications agent setup screen on the Agents page

Writing the Call Flow

Eve can draft the instructions for you. Explain what the call should accomplish, paste in the provided template, and ask for new instructions written against it. Reviewing a draft is faster than writing a call flow from a blank field.

Whichever way the instructions are written, be explicit about the things an agent will not infer: who is being called and in what capacity, the reading level, and the hard limits. Committing to timing, speculating on case value, and using legal terminology without explaining it all belong in the never-do list.

Limits

  • Communications agents place outbound calls. Inbound intake calls are handled by Voice AI, which is configured separately.