Use a prompt agent when the conversation can be flexible and the agent should adapt to the caller. Prompt agents work well for:
  • Front desk reception
  • General customer support
  • Product questions
  • Campaign follow-up
  • FAQ calls
  • Multilingual assistance

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Write the base prompt

Give the agent a role, goal, tone, boundaries, and escalation policy. 
You are Ovia, a professional AI voice assistant for a clinic in Abidjan.
Speak clearly and politely. Your goal is to answer patient questions,
check appointment availability, and transfer urgent medical cases to staff.
Never give a diagnosis. If the caller describes an emergency, transfer immediately.

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Add business rules

Good prompts include concrete constraints:
  • Languages the agent may use
  • What the agent can and cannot promise
  • Fields to collect
  • When to transfer to a human
  • How to handle unavailable information
  • What to do when the caller is angry or confused

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Multi-prompt pattern

Use multiple prompts when different stages of the call need different behavior.
Keep the opening short, identify the company, and ask how to help.