Write your agent’s instructions (system prompt)

What the instructions are for

The instructions ("System prompt", in the "Brain & prompt" section) are the agent’s brain: who it is, what it knows, how it speaks and what it must never do. There are three ways to edit them: the writing assistant ("AI Prompt Editor"), the visual editor ("Flow Builder") or editing the text directly.

Start from a template

1. 1In the agent’s instructions section, click "Templates".
2. 2Pick the template closest to your use (reception, appointment booking, support, qualification…).
3. 3Adapt it to your business.

The 5 building blocks of good instructions

• Role and identity: "You are the receptionist for X, a practice specialising in…"
• Style: tone, level of formality, short sentences, no jargon.
• Key information: services, opening hours, prices, address.
• Rules: what to check, when to transfer, what never to promise.
• Scripts: how to handle common situations (booking, complaint, emergency).

Language of the instructions

You can write the instructions in any language you like: the language the agent speaks is set separately, in "Voice & speech".

Common mistakes

• Too vague: "Be helpful" is not enough.
• Too rigid: scripting every line makes the conversation sound artificial.
• Too long: detailed information belongs in the knowledge base.
• Missing situations: say what to do with emergencies, angry callers or off-topic questions.