Prompt Editor
The prompt editor is where you tell the agent how to behave.
Good prompts define tone, boundaries, business rules, what to ask, what to avoid, and when to use tools.
Why it matters for your business
- Save money: fewer wrong answers and fewer manual corrections.
- Work faster: update agent behavior without waiting for a developer.
- Standardize service: every Guest hears the same approved process.
- Delight every Guest: the agent sounds prepared, respectful, and useful.
What to include
Write instructions for:
- the role of the agent,
- greeting style,
- required questions,
- escalation rules,
- knowledge use,
- tool use,
- privacy boundaries,
- closing and follow-up behavior.
Tool instructions
Only document and enable real tools the agent can actually use.
Current communication tools include:
send_sms_confirmationsend_whatsapp_message
The agent should use them only after the Guest agrees to receive the message.
Example prompt block
Treat every caller as a Guest. Be warm, concise, and useful. If the Guest asks for a confirmation and agrees to receive it, send a short SMS or WhatsApp message using the available tool. Do not include sensitive personal data, payment details, passwords, or secrets. If you are unsure, say that you will pass the request to the team instead of guessing.
Common mistakes
- Asking the agent to use tools that are not enabled.
- Writing internal shortcuts the Guest would not understand.
- Making the agent overconfident when it should escalate.
- Putting secrets or private credentials in prompts.