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The system prompt and greeting define your agent’s personality, behavior, and how it opens conversations.

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System prompt

The system prompt is the most important configuration for your agent. It tells the AI how to behave, what information to collect, and how to handle different situations. Max length: 50,000 characters

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What to include

  • Role description — Who the agent is and what company it represents
  • Behavior rules — How to handle different caller scenarios
  • Information to collect — What data to gather (name, phone, email, reason)
  • Escalation rules — When to transfer to a human
  • Knowledge instructions — How to use the knowledge base
  • Tone and style — Professional, friendly, formal, casual

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Example prompt

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Tips

  • Be specific about what the agent should and shouldn’t do
  • Include example phrases the agent should use
  • Define clear escalation criteria
  • Test with real scenarios and iterate

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Greeting message

The greeting is the first thing the agent says when a call starts. Max length: 2,000 characters

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Example greetings

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Allow greeting interruption

When enabled, callers can start speaking before the greeting finishes. The agent will stop its greeting and listen.
  • Enabled (default) — Better for experienced callers who know what they want
  • Disabled — Ensures the full greeting is heard (useful for important disclaimers)
Configure this in the agent’s advanced settings or via the API:

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Who can edit