How to write instructions for an AI voice agent
An AI voice agent is only as clear as the instructions you give it. Short, specific instructions produce calls that sound focused and helpful.
Step 1. Define the role in one sentence
Say who the agent is and what it does, for example the receptionist for a dental practice that books appointments and answers common questions.
Step 2. State the goal of each call
Name the outcome you want, such as a booked appointment, a captured message or a transfer. One main goal per call type keeps the conversation on track.
Step 3. List what to ask
Write the questions in the order you want them asked and mark which answers are required. Our caller details guide covers what to collect.
Step 4. Say what not to do
Tell the agent which topics are off limits, such as quoting prices you have not approved or giving advice outside your field. Tell it to say it will pass the question to your team.
Step 5. Add handoff rules
Describe when to transfer to a person, for example an urgent request or a caller who asks for a human. Our handoff guide explains the options.
Step 6. Set the tone
Describe how the agent should sound, in a few plain words. Our tone guide helps you choose.
Step 7. Keep it short and test it
Remove anything that does not change behavior. Call the agent, listen, and adjust one instruction at a time. Our testing guide shows how.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
How long should the instructions be?
Long enough to cover role, goal, questions, limits and handoffs, and no longer. Shorter instructions are easier to test and fix.
Should I put business facts in the instructions?
Put stable facts in the knowledge base and keep the instructions about behavior.
How do I fix a wrong answer?
Listen to the call, find which instruction or fact caused it, change that one item and test again.
Related
- /blog/how-to-capture-caller-details-with-an-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /blog/how-to-choose-the-tone-of-an-ai-voice-agent
- /blog/how-to-prepare-a-knowledge-base-for-an-ai-voice-agent
- /blog/how-to-test-an-ai-voice-agent-before-going-live
- /pricing