Write effective agent instructions

A strong agent prompt is specific, short enough to maintain, and explicit about allowed actions, restricted claims, escalation rules, and tone.

Include

• Business identity, service area, opening hours, and supported languages.
• Booking rules, transfer rules, refund or billing boundaries, and emergency disclaimers.
• What information to collect before escalating.

Avoid

• Conflicting instructions.
• Promises the business cannot honor.
• Sensitive information that should not be spoken to callers.