1. Role
The Role section defines the agent’s identity. This is where you describe who the agent is, how it should sound, what tone it should use, and what its primary objective is. A well-defined role helps the agent stay consistent throughout the call.2. Context
The Context section provides the dynamic information the agent uses to personalise the conversation. This can include details such as the contact’s name, company, product interest, callback time, account status, or any other variable passed in from your CRM, contact list, or workflow. Context helps the agent sound relevant and informed instead of generic.3. Availability
The Availability section is used when the agent needs to book appointments or operate within specific business rules. This is where you define working hours, booking windows, calendar constraints, or scheduling logic. If the agent is involved in appointment setting, this section helps make sure it only offers valid times and follows your availability rules.4. Guidelines
The Guidelines section defines the behavioural rules the agent should follow throughout the call. This can include instructions such as staying on topic, keeping answers concise, handling objections in a certain way, avoiding specific wording, escalating when needed, or managing transfers correctly. Guidelines help keep the agent controlled, consistent, and aligned with the intended call style.5. Main Script
The Main Script is the core conversation flow. This is where you define the call from opening to close, including the sequence of steps, key talking points, and expected branches based on how the contact responds. A strong script gives the agent structure while still allowing it to respond naturally within that structure.Optional: Handlers
Handlers are additional prompt sections used for specific situations. They are not required, but they are highly useful for production agents. Handlers let you define fallback behaviour for cases such as:- the contact being busy,
- the contact sounding hostile,
- the issue already being resolved elsewhere,
- a failed booking attempt,
- or another scenario that needs a specific response pattern.