Skip to main content
The prompt tells the agent who it is, how it speaks and what it knows. It’s the most important setting: a clear prompt makes a natural, reliable agent.

​
Keep the sections

The templates use four sections. Keep them, and write rules as short bullet points.
Add other sections when they help, such as Conversation flow for a fixed sequence of steps, or Questions for an interview.

​
Write for speech, not text

The agent’s words are spoken aloud, so:
  • Keep replies short. One or two sentences, then let the caller talk.
  • Ask one question at a time.
  • Never read out lists, markdown, symbols or URLs. Spell out what should be said instead.
  • Confirm details by repeating back names, dates, times and phone numbers.
  • Handle unclear audio: tell it to ask the caller to repeat.

​
Ground it in facts

  • Put everything the agent should know in Context.
  • Tell it to answer only from the context, and to say so when it doesn’t know.
  • Tell it never to invent prices, policies, order details or discounts.
  • Say what to do when it can’t help: offer to connect the caller with your team, or take a message.

​
Languages

The agent understands callers in their own language. Add Reply in the language they speak (it’s in every template) to have it answer in that language, and pick a Multilingual voice. English voices speak English only. See Avatar and voice.

​
Tools and ending the call

  • If the agent has tools, say in the prompt when to use them, for example Look up the order with get_order_status before answering delivery questions.
  • With End call on, the agent hangs up once it has said goodbye, or when the caller asks. Add a goodbye step to your flow, such as Thank them and say goodbye.

​
The first message

The First message is what the agent says as soon as the avatar appears. Make it short, and end with a question or an invitation to talk:
Hi, I’m Maya. What can I help you with today?
Leave it empty if the caller should speak first.

​
Placeholders

Text in [square brackets] is a placeholder. The editor counts the ones left above the prompt. Replace them all before sharing your agent, or it may say them out loud.

​
Test and iterate

Make a test call after each change, then read the transcript on the Calls tab to see exactly what was said. If replies feel slow or rushed, adjust turn-taking. If answers are too shallow, raise reasoning.