When you select a template (Step 5), it is made up of several fields. These fields define how your AI Agent behaves, what it says, and how it presents itself to callers. You can customize each field to match your business needs.
1. Instructions
What it is:
This field contains the core instructions your agent will use about itself and how it should behave. Think of it as the agent’s role description or personality setup.
How to use:
- Write in the same language your agent will speak.
- Include details about your business, tone, and the limits of what the agent should or should not do.
- Be specific but concise.
Examples:
- “You are a friendly receptionist for Luxen Clinic. Always greet warmly, provide information about dental treatments, and ask for the caller’s phone number for follow-up.”
- “You are a professional support agent for Salpre AI. Keep answers short and clear, never guess if you don’t know something, and always redirect to human support for technical issues.”
Tip: For advanced use, explore prompt engineering tutorials on Google, YouTube, or try pre-made GPTs such as:
2. Greeting Message
What it is:
The very first message your AI Agent says when a call is connected.
How to use:
- Keep it short, natural, and friendly.
- This is your chance to set the tone of the conversation.
- If you leave it empty, the AI will stay silent until the customer speaks first.
Examples:
- “Merhabalar, ben Salpre’den Melis. Size nasıl yardımcı olabilirim?”
- “Hello, thank you for calling Salpre AI. How can I assist you today?”
- (Empty field) → Caller says “Hello?” first, and the agent responds afterward.
📝 Best Practices for Template Fields
- Match the customer’s language and style → If you’re a medical clinic, keep it professional; if you’re an e-commerce store, keep it casual.
- Keep responses short for voice calls → Long texts don’t sound natural when spoken by AI.
- Define fallback behavior in Instructions → e.g., “If the customer asks something you don’t know, politely say you’ll forward the request to human support.”
- Test and refine → Make a few test calls to hear how the greeting sounds, then adjust wording for clarity and tone.