To help your AI agent respond correctly, you need to define two key settings: who the agent is and how it should behave. These are the Role and Instructions fields in the agent settings.
The clearer the Role and Instructions are, the better your AI agent will perform during real conversations.
Role: who the agent is
The Role describes the assistant’s identity and scope. It outlines what the agent should handle and who it’s speaking to. In other words, it defines a summary of the agent’s job title, boundaries, and purpose. A good role usually includes:
The assistant name and function (e.g., “Sam, billing assistant”)
Topics inside and outside the scope
Who it helps (e.g., DialLink customers only)
Example:
You are Jamie, DialLink's virtual appointment scheduler. You assist callers with booking, confirming, or rescheduling appointments. You do not provide product advice or customer support beyond scheduling.
Instructions: how the agent should act
The Instructions tell the agent what to do during a call, including how to speak, respond, and handle specific situations. Good instructions include:
Tone and communication style (e.g., polite, calm, concise)
How to respond to common scenarios
What to do when a question is outside the scope
What to avoid (e.g., sharing opinions, handling personal info)
Example:
Be friendly, polite, and professional. Answer questions clearly and accurately. If a question is outside DialLink’s services, say: “I'm here to help with DialLink-related questions only. Let me connect you with the right team.” Never provide personal opinions or legal/medical advice.
Stay organized and focused on appointment coordination. Confirm details with the caller and record them accurately. If the request goes beyond scheduling, say: “I handle appointment scheduling only. Let me transfer you to someone who can help.”