Note: Prompts = Assistants = Agents

In our platform, Prompts, Assistants, and Agents all refer to the same thing: AI-powered voice and SMS agents that handle conversations. The term "Prompt" refers to the configuration (the instructions you write), while "Assistant" or "Agent" refers to the actual AI that runs during calls.

View Comprehensive Assistants Guide

Prompts (Quick Reference)

This is a quick reference guide. For comprehensive documentation covering all features, use cases, step-by-step creation guides, and advanced features, see the Assistants documentation.

What Are Prompts?

Prompts are detailed instructions that define how your AI assistant behaves during voice or SMS conversations. They control the assistant's personality, conversation flow, decision-making logic, and how it handles different scenarios.

Core Components

First Message

The initial greeting when a call starts. Should be friendly, concise, and set expectations (10-20 seconds).

Content (Instructions)

The "brain" of your assistant. Detailed instructions defining behavior, personality, conversation flow, and decision logic (100-200,000 characters).

Voice Selection

Choose from 8 natural-sounding AI voices (Elliot, Cole, Lily, Savannah, Hana, Paige, Harry, Rohan). Preview before selecting.

Type (Inbound/Outbound)

Inbound receives calls. Outbound makes calls via campaigns (includes voicemail detection).

Quick Creation Steps

1
Go to Prompts → Click Create Prompt
2
Select Phone Number and Type (inbound/outbound)
3
Write a friendly First Message (greeting)
4
Define detailed Content instructions (conversation flow, behavior, rules)
5
Choose a Voice (preview available)
6
Click Save Prompt to create your assistant

For detailed step-by-step instructions, content examples, advanced features (data extraction, forwarding, templates), and troubleshooting, see the comprehensive Assistants guide.

Content Writing Tips

Be Specific

Instead of "be friendly", write "Use a warm, conversational tone. Smile in your voice (even though you can't see the caller). Address callers by name when provided."

Provide Examples

Include example responses: "When asked about pricing, respond with: 'I'd be happy to discuss pricing options. Our packages start at $X. Would you like me to schedule a consultation with one of our specialists?'"

Define Edge Cases

Think about unusual scenarios: "If the caller is upset, first apologize and acknowledge their frustration. Then offer to transfer to a human agent immediately."

Set Clear Rules

Establish boundaries: "Never provide medical advice. Never ask for credit card numbers or passwords. Always transfer urgent requests immediately."

Advanced Features (After Creation)

Once your assistant is created, you can add these powerful features by editing the prompt:

Data Extraction

Automatically extract structured data from conversations (names, emails, preferences) and save to your database.

Learn more →

Forwarded Numbers

Configure phone numbers for call transfers when human agents are needed or for department routing.

Learn more →

Post-Call Templates

Automatically send SMS or Email templates after calls complete for follow-ups, confirmations, or receipts.

Learn more →

Common Use Patterns

24/7 Receptionist

Answer calls anytime, greet callers, collect basic information, and route to appropriate departments or schedule callbacks.

Lead Qualification

Qualify leads automatically by asking targeted questions, identifying hot prospects, and flagging them for immediate follow-up.

Appointment Scheduling

Schedule appointments, confirm availability, send calendar invites, and send automated reminders.

Customer Support

Handle common support questions, provide account information, and escalate complex issues to human agents.

Ready for More?

This is a quick reference. For complete documentation including detailed creation guides, content examples, advanced features with collapsible sections, troubleshooting scenarios, and best practices, visit the comprehensive Assistants guide.

View Full Assistants Documentation