Write effective prompts for your AI agents
Write clear prompts covering identity, conversation flow, tools, and response limits for your AI voice and chat agents.
A well-written prompt defines the agent’s identity, conversation flow, and tool usage. This guide covers the key elements.
Define identity and tone
Start with a clear identity block (3-5 sentences):
You are Sarah, a friendly receptionist for Acme Health Clinic.
You speak in a warm, conversational tone. You are helpful but never pushy.
You always address the caller by their first name once you learn it.Design the conversation flow
Structure your prompt as numbered steps:
CONVERSATION FLOW:
1. Greet the caller. Say: "Hi, thanks for calling Acme Health Clinic! How can I help?"
2. Ask what service they need.
3. Collect their full name, email, and phone number.
4. Check calendar availability and offer 2-3 time slots.
5. Confirm booking details and read them back.
6. Thank them and let them know they'll get a confirmation email.Keep responses under 250 characters
Voice agents must be concise. Add this to every voice prompt:
IMPORTANT: Keep every response under 250 characters. Be conversational and direct.
If a topic needs detail, offer to send info via email or SMS instead.Available tools
Enable tools in the Tools & Abilities tab of the Agent Builder and reference them by name in your prompt:
| Tool | What it does |
|---|---|
update_user_details | Updates contact name, email, phone, and custom fields |
get_availability | Checks real-time calendar availability |
book_appointment | Books an appointment on the connected calendar |
create_notes | Adds a note to the contact’s activity timeline |
transfer_call | Transfers the live call to an external number |
end_call | Ends the current call |
Reference tools in your prompt to control when they fire:
When the caller wants to book:
1. Use update_user_details to save their contact info.
2. Use get_availability to find open slots.
3. Use book_appointment to confirm the booking.Test in Chat Lab and Voice Lab
- Open your agent in the Agent Builder via AI Agents in the sidebar.
- Click Chat Lab to test conversation logic in text mode first.
- Click Voice Lab to simulate a real phone call.
- Review transcripts after each test and refine the prompt.
Troubleshooting
| Problem | Fix |
|---|---|
| Long, rambling responses | Add “Keep every response under 250 characters” |
| Skips qualification questions | Number each step explicitly in the flow |
| Doesn’t collect email before booking | Add a REQUIRED BEFORE BOOKING checklist |
| Uses the wrong tool | Reference tools by exact name with specific trigger conditions |
| Sounds robotic | Rewrite identity with conversational language and a named persona |
| Doesn’t update CRM | Enable the tool in the Tools & Abilities tab AND reference it in the prompt |