Prompt & business info

Configure who your agent is and what it knows — the system prompt, your structured business info, and the greeting it opens with.

Everything on this page lives in the Agent tab of the agent builder (identity, business info, and system prompt). These fields shape every reply your agent gives — on the phone, in the chat widget, and in the dashboard.

The system prompt

The system prompt is a fully editable set of instructions that defines your agent's identity, tone, and behavior. It's the first thing the LLM reads on every turn, so it sets the rules for how your agent talks and what it's allowed to do.

Your agent generates each reply from the system prompt plus its knowledge base, its attached tools, and any conversational flow — so the prompt doesn't have to restate facts that live elsewhere. Use it to set behavior, not to store a data dump.

Writing an effective prompt

• State the role in one line. Open with who the agent is and who it serves, e.g. "You are the front-desk agent for a dental clinic, answering patient calls."
• Set the tone. Say whether it should be warm, formal, concise, playful — and keep it consistent with your brand.
• Give it clear goals. List what a good conversation accomplishes: answer questions, book an appointment, capture a name and callback number, transfer when needed.
• Set boundaries. Tell it what to do when it doesn't know something (offer to transfer, take a message) and which topics to avoid.
• Point to its tools. If the agent has tools attached (transfer, send SMS, end call, or your custom tools), describe when to use each one so it calls them at the right moment.

Structured business info

Alongside the free-form prompt, the Agent tab has structured business info fields. Fill these in and your agent grounds its answers in them automatically.

• Business name — how the agent refers to your company.
• Industry — the kind of business you run, which helps frame answers.
• Hours — your operating hours, so the agent can tell callers when you're open.
• Services — what you offer, so the agent can describe and route around them.
• FAQs — common questions and their answers, so the agent responds consistently.

Fill in what's relevant to your business. The more accurate this info is, the more grounded and on-brand your agent's replies will be.

The greeting (first message)

The greeting is the opening line your agent says on a call or sends as the first chat message. It's the caller's first impression, so keep it short and clear.

A good greeting:

1. Names your business so the caller knows they reached the right place.
2. Identifies the agent briefly.
3. Invites the caller to speak, e.g. "Thanks for calling [Business name] — how can I help you today?"

Writing for the phone

Replies stream back to the caller sentence-by-sentence for low latency, and callers can barge in and talk over the agent. That changes how you should write.

• Keep replies short. One or two sentences at a time. Long, dense answers sound robotic and are hard to follow by ear.
• Write for the ear, not the eye. Avoid bullet lists, URLs, and anything that reads awkwardly out loud. Spell things out conversationally.
• Front-load the answer. Give the caller what they asked for first, then add detail only if needed.
• Stay on brand. The voice in your prompt and greeting should match how your business actually sounds.

Editing later

The prompt, business info, hours, services, FAQs, and greeting are all editable any time in the Agent tab. Changes take effect on the next call or chat — there's nothing to redeploy — so you can update your hours, tweak the greeting, or refine the prompt and see it live on the very next conversation.

Next steps

• Voice — pick the voice, speed, and language your agent speaks in.
• Knowledge base — ground your agent in your documents, URLs, and pasted text.
• Tools — let your agent transfer calls, send SMS, and call custom functions.
• Conversational flow — script structured, step-by-step conversations.