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The Core Principle

Think of your agent like a new employee who works from a script. If they do something wrong, you adjust the script – not the employee. The prompt is that script. Every behavior you notice in a conversation – a wrong answer, poor handling of an objection, an off-tone response – can be corrected with a targeted instruction in the prompt.

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Where to Make Changes

Go to your campaign → Tab Agent → Field Prompt. This is where your agent’s entire behavior is defined. You can edit, save, and test it at any time.
Make changes one at a time – that way you know exactly which adjustment caused which effect. Don’t change five things at once.

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Common Problems and How to Fix Them

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The Agent Says Something It Shouldn’t

If the agent makes a statement that doesn’t fit – whether factually wrong, too aggressive, or irrelevant – add an explicit instruction at the right place in the prompt. Example: The agent incorrectly implies the product is free. 
Never suggest that SalesFrank is free.
Instead say: "We offer different plans –
we'll find the right fit together in our conversation."
The closer the instruction is to the relevant section of the conversation in the prompt, the more reliably the agent follows it.

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The Agent Uses Informal Language When It Should Be Formal

Add a clear tone rule at the top of the prompt – ideally in the first section where you define general behavior. 
Always address the person formally using "you" in a professional tone.
Maintain this consistently throughout the entire conversation.
Never switch to casual language.
The same applies in reverse if your target audience expects a more casual tone.

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The Agent Fails to Handle Objections

Objections that come up repeatedly and aren’t handled well need to be explicitly addressed in the prompt. Write a clear response for each common objection. Example: Lead says “We don’t have budget right now.” 
If the lead says they have no budget or that the timing
isn't right financially, respond:
"I understand. That's exactly why a quick conversation
makes sense – many of our customers have found that
Frank pays for itself within the first month.
Would Thursday or Friday work for a brief call?"
Listen to call recordings or read transcripts – that’s where you’ll see exactly at which point in the conversation the agent loses control. Build the fix into the prompt at that exact spot.

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The Agent Can’t Get Past the Gatekeeper

The secretary or assistant shielding the decision-maker is a classic outbound challenge. You solve this through the prompt too – with a clear behavioral instruction for exactly this situation. Example: 
If a third party (e.g. a secretary or assistant) picks up
and asks what it's about, respond briefly and directly:
"I'm calling regarding a business matter and would like
to speak briefly with [First Name Last Name] – are they available?"

Do not explain the matter in detail. Avoid phrases like
"I'd like to sell something" or "It's about an offer".
Stay concise and professional.

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The Agent Loses the Thread

If the agent loses focus when leads give unexpected answers or go on long tangents, define a clear recovery strategy in the prompt. 
If the lead goes off-topic or speaks at length without
addressing the actual question, bring the conversation
back politely:
"That's interesting – to make sure I can look into
the right solution for you: [qualification question]"

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The Improvement Cycle

1

Identify the Problem

Listen to recordings or read transcripts in the Call History tab. Mark the exact point where the behavior goes off track.
2

Find the Root Cause in the Prompt

Open the prompt and find the section covering the affected conversation scenario. Is an instruction missing, or is it unclear?
3

Make a Targeted Fix

Add or refine the instruction. Be as specific as possible – not “be friendly”, but “respond with: [exact wording]”.
4

Test It

Use the Talk to Assistant function in the dashboard to test the corrected behavior directly. Deliberately trigger the situation that caused the problem before.
5

Live Validation

Run a limited live test with 10–20 leads. Review the transcripts. Only once the issue is resolved do you re-open the full campaign.

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What a Good Prompt Section Must Cover

SituationWhat You Should Define
Greeting and openingHow does the agent introduce itself? What’s the hook?
Qualification questionsWhich questions does it ask, in what order?
Objection handlingClear responses to the 3–5 most common objections
Gatekeeper situationShort, direct answer without a sales pitch
Booking a meetingHow does it suggest specific times?
End of conversationHow does it wrap up when no meeting is booked?
Behavior during silenceWhat does it do if the lead doesn’t respond for a moment?
You don’t need to perfect everything at once. Start with a working base prompt and improve it systematically based on real conversation data. The best prompts are built after 50–100 real calls – not before.