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The instructions field

The instructions field is the single most important configuration for your agent. It tells the AI:
  • Who it is (company, role, name)
  • How to behave (tone, language, formality)
  • What to help with (topics, services, products)
  • What to avoid (sensitive topics, competitors)
  • When to transfer or escalate

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Best practices

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Be specific and structured

❌ Too vague
✅ Clear and specific

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Key elements to include

Always specify how the agent should introduce itself:
Clearly define what topics are in and out of scope:
Specify the language and communication style:
Define when and how to transfer calls:

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Leverage your knowledge base

If you’ve uploaded documents or crawled a website, reference them in your instructions:
The agent automatically searches the knowledge base during calls using RAG (Retrieval-Augmented Generation). You don’t need to paste content into the instructions — just tell the agent to use it.

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Testing your instructions

After writing or updating instructions:
  1. Save the agent.
  2. Start a test call using the microphone button.
  3. Try both expected and unexpected questions.
  4. Review the transcript in call history.
  5. Iterate until the responses match your expectations.
Changes to instructions take effect immediately on new calls. Ongoing calls are not affected.