1. Project Instructions
Project Instructions define how your AI Agent should behave throughout the call.
This is where you describe the agent’s goal, tone, personality, rules, and communication style.
1.1 How to Structure Project Instructions
Always divide your instructions using clear titles, for example:
#Goal# – what the agent must achieve
#Tone# – how the agent should sound
#Character# – personality and voice style
#Critical Instructions# – must-follow rules
#Do Not# – what to avoid
#Fallback Rules# – how to respond when unsure
1.2 What Project Instructions Control
The AI Agent learns:
Who it is
How to speak (tone, dialect, energy)
What behavior to follow
How to handle unclear questions
How to open and close the call
What to avoid saying
Project Instructions act as the agent’s behavior guide across the entire project.
2. Script
The Script is used only when you want the AI Agent to follow a fixed, step-by-step conversation flow.
If a Script is added, the call becomes fully scripted, and the AI follows your flow exactly.
2.2 How to Structure the Script
Each step must follow this required format:
1. Start with a condition
Example:
[If the lead agrees to answer questions, say:]
2. Then write the exact sentence
Example:
"Great, it will be quick… Sooo, has the property key been handed over yet?"
2.3 Script Formatting Rules
Always write conditions like this:
[If <condition>, say:]Place the spoken line directly under the condition
Keep steps short and in the correct order
Add fallback steps when necessary
End the script with a final instruction (e.g. [Then end the call])
2.4 What the Script Controls
The script defines:
How the call starts
What questions the AI must ask
How to react to specific answers
When to offer services
When to move to the next step
How the call ends
Use the Script for qualification flows, surveys, sales funnels, or any scenario where you want zero improvisation.
3. Knowledge Base
The Knowledge Base contains all factual information your AI Agent needs to answer questions correctly.
It is not about tone or personality — it is only information and reference material.
3.1 How to Structure the Knowledge Base
Use clear section titles such as:
#FAQs#
#Services#
#Pricing#
#Locations#
#Company Info#
#Policies#
Inside each section, add short and direct facts.
Example Format
#FAQs#
What are your opening hours?
We are open daily from 12 PM until late — usually 2 AM on weekdays and 3 AM on weekends.
3.2 Knowledge Base Guidelines
Keep answers clear and factual
Use bullet points where possible
No personality instructions
No long paragraphs
No scripted lines — just real information
3.3 What the Knowledge Base Is Used For
The AI uses this section to answer:
Frequently asked questions
Service-related questions
Pricing
Locations and timings
Policies
Product or company information
If the agent needs to answer a factual question during the call, it will pull the answer from here.
If you are having trouble with any of the AI agent's settings, please email us at [email protected]