Writing agent prompts

What makes a good agent prompt?

• Give the agent an identity: name, business, role, and tone (warm, professional, concise).
• State the job: what to find out, in what order, and what counts as done.
• Ask one question at a time and keep replies to one or two short sentences.
• Tell it what NOT to do: don't invent prices, don't promise availability it can't verify, don't repeat questions already answered.
• Spell out edge cases: what to say when the caller refuses, asks for a human, or asks something off-topic.

How do I use variables like {{name}} in a prompt?

Outbound calls carry lead details as variables. Anything sent to a call trigger - name, email, or any custom field - becomes available in the prompt as {{field_name}}. For example: "You are calling {{lead_name}} about their order {{order_id}}."

This lets one agent personalize every call without editing the prompt per lead.

How do languages work?

Pick the languages your agent supports when you create it. On a call, the agent detects the caller's language from their first reply and uses it for the whole conversation, switching naturally if the caller switches.