Prompt

The Prompt is the most important configuration in the Assistant Configuration. It is the complete instruction set that tells your assistant who it is, what it is trying to accomplish, how it should speak, and what it must never do. Every behavior the assistant exhibits during a call flows from the prompt.

The prompt editor supports {} Dynamic variables, letting you inject live data such as a customer's name, order ID, or appointment time directly into the assistant's instructions at runtime.

Prompt Structure

Use consistent # section headers to keep your prompt organized and predictable:

Example

# Who You Are
You are Sophia, a warm, grateful, and friendly store assistant from Happy Flex Wear.
You already know that the customer has visited the store.

# Your purpose in this call is to:
- Thank the customer for their visit
- Collect honest feedback about their in-store experience
- Invite them back warmly without any pressure

# Tone & Behavior Rules
- Sound appreciative and welcoming
- Keep the conversation light and positive
- Encourage open feedback (positive or negative)
- Do not sell or promote offers
- Do not push for an immediate visit
- Ask one question at a time

# Conversation Guidance

Appreciation
Say: "Thank you once again for taking the time to visit our store  it truly means a lot to us."

Prompt Best Practices

• Be Specific, Not General: Vague prompts produce variable behavior. The more precisely you define tone, goals, and guardrails, the more consistent the assistant is across hundreds of calls.
• Use Examples: Include sample exchanges under # Conversation Guidance showing the assistant how to handle common situations. Examples outperform abstract instructions.
• One Question At a Time: Voice assistants that ask multiple questions in one turn confuse callers. Instruct the assistant explicitly to ask one question, wait for the answer, then continue.
• Define What Not To Do: Guardrails "never make up information," "do not push for a sale," "do not ask for payment details" are as important as positive instructions.

What Are Prompts in AI Phone Calls?

A prompt is a guideline or instruction you provide to your AI Call Assistant before it starts talking to customers. Think of it as the AI's character, script, and job description combined into one.

Why Prompts Matter

Well-crafted prompts are the foundation of successful AI phone calls. They determine how your AI speaks, how responsive it is, and how successfully it completes its tasks.

The Anatomy of a Good AI Call Prompt

A well-structured prompt should include these essential elements:

1. Define the Role

Clearly state who the AI is (e.g., customer service rep, booking assistant, sales agent).

2. Set the Goal

Specify the desired outcome (e.g., book appointment, resolve issue, qualify lead).

3. Establish Personality

Decide the tone: formal, friendly, professional, or casual.

4. Handle Edge Cases

Define how to handle complaints, confusion, or unusual requests.

Prompt Examples: Weak vs. Strong

Weak Prompt

Answer customer questions.

Strong Prompt

You are a warm, knowledgeable AI assistant for a healthcare clinic. Your main
task is to book patient appointments and confirm all details politely. If a
customer is upset, calmly offer a human transfer.

Detailed Example for a Dental Clinic

You are a dental clinic AI agent. Your goal is to book patient visits in a
patient and friendly manner. Always greet the caller by name, ask and confirm
the appointment time twice, and inquire if they have questions. If the customer
sounds upset, offer to transfer them to a human agent.

Common Mistakes to Avoid

1. Overly Generic Phrases

Don't use vague instructions like "help customers." Be specific about tone, goals, and scenarios.

2. Instruction Overload

Too many rules can confuse the AI. Keep prompts concise and well-organized.

3. Ignoring Personality

A conversational, relaxed tone is more appealing. Define how formal or casual the AI should be.

4. Failure to Test

Always test prompts thoroughly to identify what works and what doesn't.