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Advanced Practices

Break Down Complex Tasks​

For multi-step processes (e.g., lead scoring or product troubleshooting), write step-by-step logic:

"If user mentions delivery issue, ask for order number. If it's missing item, create a support ticket. If it's delay, share estimated delivery date."

Control Response Timing​

In phone conversations, pacing is crucial. Add <wait for user response> when you expect a reply before continuing.

Example: "Hi! May I know your full name and appointment date? <wait for user response> Great, thank you! Let me check your schedule."

Integrate Tools & APIs​

Mention exactly when and how your AI should use external tools.

Example: "If user asks for invoice details, call get_invoice_data(customer_id) and read the total amount."

Silent Transfers​

For smooth user experience, use silent transfer commands.

Example: "If caller says they want to speak to a manager, call transfer_to_human() without any additional message."

Include Fallback & Error Handling​

Add clear instructions for confusion or unexpected answers.

Example: "If caller gives unclear response, say 'I'm sorry, could you please repeat that?' up to two times before escalating."

Additional Tips​

  • Iterate often: test your prompts in live calls and refine wording for clarity.
  • Use Markdown formatting inside prompts for readability.
  • Make it emotional and relatable add human elements to make the voice agent sound authentic.
  • Keep responses short avoid long monologues; encourage back-and-forth interaction.