Write your agent's prompt and greetings

The prompt is your agent's instructions: who it works for, what it should do, and how it should sound. The greeting is the first thing it says.

#Write a good prompt

Open your agent and edit System prompt on the Agent tab. Write it like you'd brief a new hire on their first day:

• Who they are and who they work for. "You are Ava, the receptionist for Rivera Plumbing & Heating."
• What callers usually want. "Answer questions about services, prices and hours."
• What to do when they want a visit or a person. "Take their name, address, callback number and what's wrong."
• Rules. "Never guess a price that isn't in the knowledge base."
• Tone. "Be warm and brief."

Keep facts like prices and hours out of the prompt. Put them in a knowledge base, where they're easier to update. See Teach your agent about your business.

#Greetings

Greeting is the first thing the agent says. Keep it short and say your business name, like "Thanks for calling Rivera Plumbing, this is Ava. How can I help?"

#Variables

Variables are named values, like your business name or service area, that you can drop into the prompt and greeting with double curly braces: {{business_name}}.

1. In Variables, click Add variable.
2. Enter a name, like service_area, and its value, like Austin, Round Rock and Pflugerville.
3. Use it in the prompt as {{service_area}}.

#Save your changes

Edits stay unsaved until you click Save & publish. See Publish changes and version history.