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Prompt Types

You can manage prompts under the Agent > Prompt tab. There are two main sections:

  1. Welcome Message
    This is the first thing your caller hears. Set the tone and purpose of the call.

    Example:
    “Hi! This is Ava, your virtual assistant. I’m here to help you with your enquiry. How can I assist you today?”

  2. Task Prompt (Core Prompt)
    This is the main instruction that drives the conversation. It defines the behavior, tone, goal, and actions of your agent.

    Example:
    “You are a lead qualification agent. Ask relevant questions, gather contact info, and book a calendar appointment if the user qualifies.”

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Using Dynamic Variables in Prompts

You can insert variables into prompts using the $ key, pulling in data like lead name, email, or custom fields.

Example Variables:
$lead_name
$phone_number
$appointment_date

Example Prompt with Variables:

“Hi $lead_name! I noticed you were interested in our service. Can I confirm your email as $email?”

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Using Function Calling in Prompts

To perform actions like booking an appointment or sending an SMS, use function-calling tools directly in your prompt.

Supported Actions:

  • Book a calendar slot
  • Transfer the call
  • Send an SMS
  • Lookup data via API
  • End the call

Syntax for Function Calls: Use the tool name inside your prompt.

Examples:

“Use tool #Book_Calendar to find available time slots and schedule a meeting.”
“After collecting the phone number, use #Send_SMS to send a confirmation.”

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Best Practices

  • Keep your welcome prompt short and conversational.
  • Use clear and structured instructions in your task prompt.
  • Avoid overloading prompts with too many instructions — break them into steps if needed.
  • Test prompts with real calls and adjust based on behavior.