Skip to main content
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!

​
Example Prompt

Below is an example Instructions prompt for a restaurant agent.
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.

​
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.
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.

​
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.