Who speaks first
Agent First plays the first message as soon as the call connects. User First waits for the caller, which suits inbound lines. The first message is required for outbound native agents. Choose whether the caller can interrupt the first message.
A system prompt that works
Use short headed sections. Say who the agent is, what outcome counts as success, how it should sound, and what to do on the edge cases.
## Identity
You are Mia, calling {{first_name}} about their {{plan}} renewal.
## Goal
Confirm whether they want to keep the plan. If they want to add seats, ask how many.
## Style
Warm and brief. One question at a time.
## If they want to cancel
Offer a transfer to the account team. If they decline, ask for a good time to call back.
## Do not
Quote prices that are not in the knowledge base.Variables
Anything in double braces is filled per call from the campaign row, the API request or the system. See Dynamic variables.
Generate with AI
Generate with AI drafts a prompt from a short description, or improves the current one and shows the difference before you accept it. Save with Update Agent and use Web Call to hear the change.