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Why effective prompt writing matters

The quality of a prompt directly influences the user experience. A well-crafted prompt:

Reduces misunderstandings

Clear instructions help the agent interpret user input correctly

Improves flow

Thoughtfully structured prompts enable smooth transitions between conversational states

Enhances personalization

Using variables and targeted language creates a more engaging, empathetic experience

Ensures consistency

Uniform guidelines across all prompts lead to a predictable, reliable agent behavior

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Getting started with prompt writing

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Understanding the role of prompts

Prompts are the instructions that guide the behavior of your voice bot. They define how the bot:

  • Greets users
  • Manages conversation flows
  • Responds to various user inputs
  • Handles unexpected scenarios

In a voice interface, brevity and clarity are crucial—each prompt must be easy to understand, even when delivered in a dynamic or noisy environment.

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Core components

Global instructions

The overarching instruction set that defines the agent’s persona, boundaries, and behavior rules. Includes security protocols, sentiment handling, and escalation paths.

State instructions

Detailed step-by-step instructions for specific conversation states, with clear transitions and variable management.