Additional Instructions

Updated on September 25, 2025

The Extra Instructions field lets you add custom prompt details for each individual call. These instructions are injected at the top of the AI agent’s prompt before the call starts.

This means your agent will temporarily adapt its behavior using the provided information — perfect for personalization and context-specific calls.

How It Works

  • When starting a new call, you’ll see the Extra Instructions field in the call pop-up.
  • Anything typed here is added to the call prompt dynamically.
  • The instruction applies only to that single call — it does not overwrite your agent’s default template.
  • Typical usage includes adding customer data, balance information, order details, or context so the AI sounds smarter and more personal.

Why Use Extra Instructions?

  • Personalization → Make every call feel unique.
  • Context Awareness → Provide the agent with key info so it doesn’t need to ask again.
  • Dynamic Adaptation → Adjust behavior on the fly without editing the main template.
  • Efficiency → Reduce back-and-forth questions by giving the AI the right info upfront.

Example Use Cases

Here are 10 examples of what you can add in Extra Instructions:

  1. Customer Name
    • "The customer’s name is Sarah Johnson. Address her by first name."
  2. Balance Reminder
    • "The customer owes $120 on their last invoice. Politely remind them about this."
  3. Appointment Details
    • "This call is about an appointment scheduled for tomorrow at 3 PM."
  4. Order Status
    • "The customer’s order #88421 has been shipped and is expected to arrive in 2 days."
  5. VIP Flag
    • "This is a VIP customer. Use a polite and professional tone."
  6. Special Offer
    • "Inform the customer about our 20% discount on premium plans this week."
  7. Follow-Up Reason
    • "This is a follow-up call about the support ticket opened on September 20th."
  8. Customer Language Preference
    • "The customer prefers to speak in French. Start the call in French."
  9. Service Type
    • "The customer is interested in dental implants. Provide detailed answers about this treatment."
  10. Payment Method Reminder
  • "Ask the customer if they want to switch their subscription payment from card to bank transfer."