Understanding and Modifying Voice AI Agent Prompts

About System Prompts for Voice AI Agents

Your Voice AI agent operates based on a detailed set of underlying instructions, known as system prompts. These prompts govern the agent's core logic, personality, and how it handles specific tasks like scheduling appointments. The CRM provides full visibility into these instructions, allowing you to review, edit, and restore them as needed for greater transparency and control.

Accessing System Prompts

To view and edit the system prompts for a Voice AI agent, follow these steps:

1. Navigate to AI Agents and select Voice AI.
2. From the agent list, either create a new agent or click on an existing one to open it.
3. Inside the agent settings, go to the Agent Goals tab.
4. Click the View System Prompt button.

You will then see the editable prompt organized into several key modules.

Available Prompt Modules

Personality

This section defines the agent's conversational tone and style. You can edit guidelines for warmth, empathy, pacing, and how the agent confirms information to make interactions feel more natural and aligned with your brand voice.

Appointment Booking

This module contains the logic for managing the scheduling process. You can review instructions that determine when the agent looks for available time slots, how it confirms or rejects bookings, and how it handles unclear requests from callers.

Date & Time Awareness

These instructions show how the agent interprets relative dates (like "next Tuesday") and times of day (like "evening"), ensuring consistent and timezone-aware responses.

Numbers & Symbols Speech Rules

This section details how the agent pronounces numbers, currencies, addresses, and special characters (like those in email addresses). You can see the rules that cause an address "123" to be read as "one two three," for example.

Email Confirmation Process

This module outlines the steps the agent follows to collect and verify a caller's email address, including how it repeats information back and avoids certain unnatural phrases.

Editing and Managing Prompts

You can edit the text within any of these modules to better suit your specific workflows and brand requirements. After making changes, be sure to click Save.

If your edits do not work as intended or you wish to start over, you can use the Reset to Default option. This will restore all prompts to their original, tested configuration provided by the CRM.

Important Note: The default system prompts are rigorously tested. Any custom edits you make become permanent and will require your own ongoing maintenance and testing.

Key Benefits

• Transparency: See the exact instructions your agent follows.
• Customization: Fine-tune the agent's personality and logic.
• Safety: Essential operational guardrails are preserved within the default prompts.
• Control: Easily revert all changes back to the stable default version.
• Troubleshooting: Understand agent behavior by reviewing its core instructions.