Skip to main content

​
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.

​
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.

​
Common Problems and How to Fix Them

​
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.
The closer the instruction is to the relevant section of the conversation in the prompt, the more reliably the agent follows it.

​
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.
The same applies in reverse if your target audience expects a more casual tone.

​
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.”
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.

​
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:

​
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.

​
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.

​
What a Good Prompt Section Must Cover

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.