Why it matters
Clear, direct instructions help your agent communicate predictably, handle different scenarios, and complete tasks accurately. Strong instructions reduce inconsistent behavior and improve both messaging and voice interactions.
Key Concepts
Begin message: A short opening line that sets context for the interaction. Used primarily for calls but can define tone in chat.
General agent instructions: The core rules and behaviors that guide how the agent responds across all channels.
Agent type: Determines whether instructions use a single prompt or a multi-prompt structure.
Variables: Dynamic fields that personalize instructions, such as organization or customer names.
Model settings: Controls like temperature that influence consistency, creativity, and stability.
Step-by-Step: Write Effective Agent Instructions
Open your agent and navigate to the Instructions section.
Add a clear Begin message if the agent will make or receive calls.
Define the agent’s purpose in one or two sentences.
Add structured behavioral rules using short paragraphs or bullet points.
Specify how the agent should respond to scenarios like silence, confusion, or repeated questions.
Set boundaries for topics to avoid and when to escalate issues.
Insert variables where personalization is helpful.
Adjust model settings, such as temperature, for consistent behavior.
Save and test the instructions using Preview in chat and phone modes.
Tips and Best Practices
Structure and Clarity
Use short, scannable paragraphs and bullet points.
Write explicit rules rather than suggestions.
Keep instructions action-focused and avoid vague language.
Tone and Style
Match tone to the workflow’s needs, such as professional or neutral.
Avoid unnecessary casual phrasing.
For calls, define tone, pacing, and pausing guidance.
Behavioral Guidance
Describe how the agent should handle silence, confusion, and incorrect information.
For calls, specify pacing, such as using short sentences and pausing after questions.
Provide clear escalation steps for tasks the agent cannot complete.
Knowledge and Accuracy
Explain when and how to reference connected knowledge bases.
Remove conflicting or repetitive rules.
Review and update instructions as workflows evolve.
Using Variables
Insert variables only when they add clarity or personalization.
Avoid unnecessary personalization that may confuse users.
Testing and Iteration
Use Chat Preview for quick iterations, then test via phone preview if applicable.
Test after each major update to confirm expected behavior.
Simplify instructions when the agent behaves unpredictably.
Troubleshooting
Issue | Possible Cause | Fix |
Agent behaves inconsistently | Instructions unclear or conflicting | Rewrite rules using explicit, structured guidance |
Agent ignores important rules | Key instructions buried or lengthy | Move essential rules higher and simplify wording |
Tone does not match expectations | Begin message or tone guidance misaligned | Update tone rules to match the Begin message |
Agent provides incorrect information | Knowledge guidance unclear or articles outdated | Clarify how to use knowledge and review connected sources |