Prompt and persona

Set who the agent is, what it's calling about and what a good outcome looks like.

The prompt

The prompt is the agent's brief. It covers the reason for the call, the outcome to aim for, the facts it can share and how it handles objections.

Choose the agent's name and tone to match your brand. A developer's launch invite and a coffee subscription's win-back shouldn't sound the same.

Tip

Write the outcome as one sentence, such as “Book a site visit this week”. Then list the three objections your customers raise most.