Write the opening message and prompt

The First Message is the opening the caller hears. The System Prompt tells the agent what to do throughout the conversation, including how to use tools and handle exceptions.

Navigation pathAgents → select an agent → Prompt

PrerequisitesApproved business information and a defined conversation goal.

Usage steps

Choose Agent First if the agent should speak when the call connects. Choose User First if it should wait for the caller.
Write a short First Message that identifies the business and explains the purpose of the conversation.
Choose whether the caller can interrupt the first message using Not Interrupted or Interrupted.
Write the System Prompt with the role, goal, conversation sequence, tool instructions and handover conditions. Use the fullscreen control for long prompts.
Review any prompt warnings. Generate with AI and Fix with AI can assist with drafting, but review the resulting text before saving.
Select Update Agent, then test the opening, an ordinary request and an unexpected request.

Write the opening message and prompt — Figure 7. The Prompt tab separates who speaks first, the opening message, interruption behaviour and the system instructions.

Expected result. The saved agent has a clear opening and instructions for the complete conversation.

Practical notes and troubleshooting. Example instruction: “Answer using the approved knowledge. If the answer is unavailable, say so and offer the configured handover.”

Personalise conversations with variablesVariables insert call-specific or contact-specific information into a prompt. System variables are supplied by the platform; custom variables can come from the agent or campaign data.Attach knowledge and add instant answersThe Knowledge tab connects workspace documents to a particular agent. Instant Answers provide approved responses that the agent can speak word for word for frequently asked questions.Test with a browser callWeb Call lets you speak to an agent from your browser. Use it to hear the opening message, test responses and check the behaviour of configured tools.