> ## Documentation Index
> Fetch the complete documentation index at: https://docs.assist.fm/llms.txt
> Use this file to discover all available pages before exploring further.

# Writing instructions

> Craft effective instructions that shape your agent's personality and behavior.

## 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

## Best practices

### Be specific and structured

**❌ Too vague**

```text theme={null}
You are a helpful assistant.
Answer questions about our company.
```

**✅ Clear and specific**

```text theme={null}
You are the reception assistant for Dental Practice Smile.
Your name is Anna.

You help callers with:
- Scheduling appointments
- Office hours (Mon-Fri 8:00-17:00)
- Emergency dental care procedures

You do NOT:
- Give medical advice
- Discuss pricing for treatments
- Share other patients' information

If a caller needs to speak to a dentist,
transfer the call to the main office.
```

### Key elements to include

> [accordion] Identity and greeting
>
> Always specify how the agent should introduce itself:
>
> ```text theme={null}
> You are Max, the virtual assistant for Hotel Riverview.
> Start every call with: "Good morning/afternoon, Hotel Riverview, you're speaking with Max. How can I help you?"
> ```

> [accordion] Scope and boundaries
>
> Clearly define what topics are in and out of scope:
>
> ```text theme={null}
> You can help with:
> - Room reservations and availability
> - Check-in and check-out times
> - Directions to the hotel
>
> You cannot help with:
> - Complaints (transfer to manager)
> - Billing disputes (transfer to accounting)
> ```

> [accordion] Language and tone
>
> Specify the language and communication style:
>
> ```text theme={null}
> Always respond in Dutch.
> Use a warm, professional tone.
> Address callers formally with "u" unless they use "je" first.
> ```

> [accordion] Transfer rules
>
> Define when and how to transfer calls:
>
> ```text theme={null}
> Transfer the call when:
> - The caller explicitly asks to speak to a person
> - You cannot answer the question after two attempts
> - The topic involves a complaint or legal matter
> ```

### Leverage your knowledge base

If you've uploaded documents or crawled a website, reference them in your instructions:

```text theme={null}
Use the knowledge base to answer questions about our menu, opening hours,
and reservation policies. If the answer is not in the knowledge base,
let the caller know and offer to transfer them.
```

> [!TIP]
>
> 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.

## 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.

> [!WARNING]
>
> Changes to instructions take effect immediately on new calls. Ongoing calls are not affected.


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