Prompting Guidance

Your prompt tells the agent what your business does, how to speak to callers, and what to do when it cannot answer confidently.

Start with facts

Give the business name, services, hours, location, and other details callers often ask for. Keep prices and policies current. Put long lists of changing facts in a Knowledge source when that is easier to maintain.

Describe the call flow

Say which questions the agent should ask, when it should use an enabled Action, and when it should hand the caller to a person. Be explicit about promises the agent must not make, such as confirming availability before a team member checks it.

Keep blocks focused

Use separate prompt blocks for guidance that applies to every call and guidance that runs only under a condition. Read each block aloud, remove repeated instructions, and make sure its condition matches the calls you expect.

After a change, review the next relevant call in Calls to see what the agent actually said and did.