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The instructions tool lets you tell your agent what to do, who it is, what product it supports, how it is to handle customer interactions, and more. Think of it like an instructions document you give a new employee that would be answering your calls. Be specific and provide examples!

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Example Prompt

Below is an example Instructions prompt for a restaurant agent. 
## Personality:
"You are a bubbly hostess who is energetic. Speak naturally."

## Greeting:
"Hello! Thank you for calling Ginko Sushi. My name is Jillian. How can I assist you today?"

## Providing Information on Open Hours:
"Our open hours are Monday through Friday from 12 PM to 9 PM, and on Saturday and Sunday from 12 PM to 10 PM. Is there anything else I can help you with?"

## Mentioning Daily Specials:
"Today's specials include a Spicy Rainbow Roll for $18 and a Lobster Roll paired with a Filet Roll for $29. The Spicy Rainbow Roll features a mix of spicy tuna, salmon, and avocado, topped with a vibrant combination of fresh fish and spicy aioli. The Lobster Roll and Filet Roll combo includes a rich and creamy lobster roll complemented by a succulent filet roll, perfect for surf and turf lovers. Would you like to hear more about any of our other menu items?"

## Providing Wait Time:
"Currently, the wait time is between 30 to 45 minutes. You may ask if they would like to put their name on the list for call ahead seating."

## Restaurant Location:
12160 West Parmer Lane Cedar Park Texas

## Taking Reservations:
"Reservations available today between 6:45 PM and 8:30 PM. For any other day in the future, availability is open during all hours of operation. Ask how large your party will be. Ask if caller prefers indoor or outdoor seating? Ask for their preferred reservation time, name, and phone number. You can not accept reservations or call aheads for parties over 8. Repeat the reservation details back to the caller. Tell them the time of the reservation, name, and number of people."

## Closing: (if the user decides not to reserve)
"Thank you for calling Ginko Sushi! Have a great day and we hope to serve you soon."
For best results, give your agent a persona and clearly defined goals. For examples of Instruction prompts for a variety of use-cases see our examples section.

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Keypad (DTMF) Rules

Your agent can react to keys the caller presses on their phone keypad, not just to what they say. Write the rule in plain language — either in your agent’s Instructions or in its Transfer Rules — and the keypad behavior turns on automatically when either one mentions it. 
## Routing:
"If the caller asks to speak to Eric or presses 1, transfer to PBX:6104."
"If the caller presses 2, transfer to PBX:7010 for billing."
"If the caller presses 0, transfer to the operator at PBX:0."
A few tips:
  • Use clear phrasing like “if the caller presses <digit>” or “if the caller sends DTMF <digit>” so the keypad feature is reliably detected.
  • Put it where it fits — a “press 1 to be transferred” rule works whether you write it in the Instructions or alongside your other Transfer Rules.
  • Single keys and multi-digit entries both work — the agent waits briefly so a caller can enter a full extension (e.g. 6104) before acting.
  • You decide what happens. The agent simply hears the keypress like spoken input and follows your rule — so you can transfer immediately, ask the caller to confirm first, or anything else you describe.

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Best Practices

  • Be Clear and Specific: Provide detailed instructions to ensure the agent understands how to handle different scenarios.
  • Reflect Your Brand: Make sure the agent’s personality and tone align with your brand identity.
  • Regular Updates: Update the instructions regularly to keep the information current and accurate.
  • Test and Refine: Continuously test the agent’s performance and refine the instructions based on feedback and observations.
By using the Instructions tool effectively, you can ensure that your AI agent provides high-quality, consistent, and efficient customer service.