How to Write Effective Agent Instructions

Think of your AI agent as a new employee. To perform well, they need clear guidance on who they are, what they should accomplish, and how they should represent your business. Your Instructions are the "brain" that guides every word your agent speaks.

Where to Add Instructions

You can configure your agent's behavior by navigating to:

Agents in the sidebar.
Select your specific agent.
Go to the Conversations tab.

You will see separate fields for Incoming Call Instructions (how the agent answers your phone) and Outgoing Call Instructions (how the agent behaves when making calls for you).

The Structure of Great Instructions

A well-structured prompt usually contains these five elements:

Role Definition: Clearly state who the agent is. Example: "You are Sarah, a friendly receptionist at Acme Dental."
Personality: Describe the "vibe." Example: "Be professional, patient, and empathetic. Use a warm tone."
Goals: What is the primary purpose of the call? Example: "Your main goal is to book a consultation and collect the patient's insurance provider."
Rules & Constraints: What should the agent not do? Example: "Never discuss specific pricing over the phone. If asked, tell them a specialist will provide a quote during the visit."
Information to Collect: List specific details needed. Example: "Always confirm the caller's name, phone number, and preferred date for the appointment."

Best Practices

Be Specific: Instead of "be helpful," say "answer questions about our office hours (9 AM - 5 PM) and services."
Use Bullet Points: Lists are easier for the AI to follow than long paragraphs.
Include Example Phrases: You can tell the agent, "If the caller is angry, say: 'I understand your frustration, let me see how I can help.'"
Define Boundaries: Explicitly state what the agent should NOT discuss or handle.
Keep it Focused: Don't try to make one agent do 20 different unrelated things. Focus on 2-3 core goals.

Example: Good vs. Bad

❌ Bad Instructions:
"Answer calls and help people with their questions. Be nice."

✅ Good Instructions:
"You are Sarah, a friendly receptionist at Acme Dental.
Goals: 1) Greet callers warmly. 2) Answer questions about services (cleanings, whitening, fillings). 3) Book appointments. 4) Collect caller's name and phone number.
Rules: Never discuss pricing over the phone—ask them to visit the office. If they ask for the manager, tell them the manager will call back within 24 hours."

First Message vs. Instructions

It is important to understand the difference between these two fields:

First Message: This is the exact first sentence the agent says when the call starts (e.g., "Hello, thank you for calling Acme Dental, how can I help you?").
Instructions: This is the "logic" the agent uses for the rest of the conversation. It doesn't tell the agent exactly what to say word-for-word, but rather how to behave.

Using Dynamic Variables

You can use placeholders to make your instructions more dynamic. The system will automatically replace these with real data during the call:

##{{caller_name}} - The name of the person calling (if known).
##{{business_name}} - Your business name.
##{{current_time}} - The current date and time.

Common Mistakes to Avoid

Too Vague: Giving the agent no specific facts to rely on.
Conflicting Rules: Telling the agent to "be brief" but also to "explain everything in detail."
No Clear Goal: The agent might keep talking without ever asking for the appointment or information you need.

Quick Reference Checklist

Before saving, ask yourself:

[ ] Did I define the agent's name and role?
[ ] Are the goals clearly listed?
[ ] Did I mention what the agent should NOT talk about?
[ ] Are there clear instructions on what info to collect?
[ ] Is the "First Message" consistent with the instructions?