Prompt

Prompt Configuration

Define your agent’s operational logic and behavioural guidelines to align with your specific organizational workflows and use cases. This section allows you to program the agent’s core intelligence, ensuring it adheres to established processes while delivering contextually relevant responses that meet your objectives.

First Message

The first message represents the initial sentence delivered by the agent immediately upon call initiation. This segment is uninterruptable, ensuring the agent completes the full greeting before transitioning to active listening mode.

Agent Identity

Define your agent’s persona by specifying their name, professional tone, and the organization they represent. Use this section to clearly outline the agent's primary role, such as a customer support specialist, a dedicated claims handler, or a professional surveyor. These parameters ensure the agent maintains a consistent and recognizable brand presence throughout every interaction.

For the most effective engagement, we recommend aligning the agent's tone with your organization’s existing communication standards. Being specific about the agent's authority level and desired personality helps ensure they respond appropriately to sensitive user inquiries while remaining helpful and professional.

Goal and Scope Definition

Establish the agent’s primary objectives and operational mandates to define its functional boundaries. This section requires a clear outline of the core responsibilities the agent must fulfil, coupled with strict guidelines to prevent the disclosure of unauthorized information. You should explicitly list prohibited topics such as internal system codes, proprietary data, or specific pricing to ensure the agent operates strictly within its designated scope.

Call Workflow

Utilize this configuration area to define the comprehensive sequence of the interaction through precise prompting. A well-structured workflow is critical to prevent unnecessary conversational delays.

Interaction Initiation

Initiation is the precise moment and method the agent uses to begin the interaction. You must specify exactly how the agent initiates the call and the logic it should apply to determine the appropriate conversational path based on user input.

Logic Paths

A logic path is the specific route a conversation takes based on a user’s response. It acts as a map for the agent, allowing it to recognize which set of instructions or questions to follow next. By defining these paths, you ensure the agent stays on track and provides relevant answers rather than getting lost in the conversation.

Each logic path, such as a formal complaint or a specific inquiry, requires a clearly defined series of operational steps. Outline the exact data points the agent must collect, the specific order of questions to be asked, and the criteria for moving through each phase of the dialogue.

Call Termination

Termination defines the exact conditions and closing phrases used to end a call. This ensures the agent successfully completes the objective, confirms the user has no further needs, and exits the conversation gracefully without cutting the user off prematurely. you must establish the explicit conditions for call termination, providing the agent with a professional closing protocol that ensures the interaction ends only once the defined objectives are achieved.

Knowledge Base and Supporting Data

Use this section with the comprehensive information your agent requires to handle inquiries with technical accuracy. All supporting data should be formatted in a clear, logical structure to ensure the agent can retrieve and reference specific details such as product specifications, company policies, or service FAQs. Providing a well-organized knowledge base is the most effective way to prevent hallucinations and ensure every response is grounded in your organization’s verified facts.