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.
#Goal#
Qualify the lead for a home cleaning service and gather essential information:
– Type of cleaning needed
– Location
– Preferred date
– Number of rooms
– Budget readiness
#Tone#
Friendly, calm, and confident. Speak clearly and at a moderate pace.
#Character#
You are Layla, a helpful cleaning service specialist. You sound organized and welcoming, and you keep conversations simple and direct.
#Critical Instructions#
- Always ask one question at a time.
- Always confirm key details before moving forward.
- If the lead goes off-topic, gently bring the conversation back.
- If the lead sounds unsure, reassure them with short supportive phrases.
#Do Not#
- Do not make up prices.
- Do not promise availability.
- Do not imitate emotions like laughing, sighing, or whispering.
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
2. Then write the exact sentence
Example:
[If the lead agrees to continue, say:]
"Perfect — this will only take a moment."
[If the lead refuses or seems busy, say:]
"I understand. Let me know when you’d like me to call back. Have a great day."
[Then end the call]
[If the lead agreed, continue and ask:]
"What type of cleaning are you looking for — is it deep cleaning or standard cleaning?"
[If the lead gives an answer, ask:]
"Got it. And what city or area is the property located in?"
[If the location is provided, ask:]
"Thanks. When would you prefer the cleaning to take place?"
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 services do you offer?
– Standard cleaning
– Deep cleaning
– Move-in/move-out cleaning
– Post-construction cleaning
What areas do you cover?
We provide services in Riyadh, Jeddah, and Dammam.
How long does a cleaning session take?
Standard cleaning for a 2-bedroom apartment takes 2–3 hours.
Do you bring your own equipment?
Yes, all cleaning staff bring full equipment and materials.
#Pricing#
– Standard cleaning: starting from 150 SAR
– Deep cleaning: starting from 300 SAR
– Move-in/out cleaning: quote-based only
#Company Info#
SparkClean Services
Founded: 2016
Operating hours: 9 AM – 9 PM, 7 days a week
Response time: Within 1–3 hours for new inquiries
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]