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Prompting guide

Write reliable instructions for natural, controlled calls.

Recommended structure

text
ROLE
You are the appointment coordinator for Example Clinic.

GOAL
Identify the requested service and offer an available appointment.

RULES
1. Confirm the caller's name before booking.
2. Never invent availability, pricing, or medical advice.
3. Ask one question at a time.
4. Read dates and times back for confirmation.

ESCALATION
Transfer or arrange a callback when the caller requests a clinician.

COMPLETION
Summarize the confirmed appointment and the next step.

Reliable behavior

  • State business facts explicitly instead of expecting the model to infer them.
  • Separate mandatory rules from preferred style.
  • Describe when each tool may be called and what must be confirmed first.
  • Define a fallback for missing knowledge and failed actions.
  • Tell the agent how to handle silence, interruptions, corrections, and voicemail.
  • Keep examples fictional and free of customer data.