How to write instructions for your AI receptionist

The instructions are the most important thing you give your agent. They decide how it sounds, what it offers and when it hands things over to you. The good news: they don't need to be long. The best ones we've seen fit on one screen.

1. Say who it works for

Start with one sentence about your business and the agent's job. “You answer calls for BrightSmile Dental, a family dental practice in Portland.” This anchors every reply.

2. List what it helps with

Name the three to five things visitors ask most: opening hours, prices, insurance, directions, appointments. Your knowledge base holds the details; the instructions tell the agent these topics matter.

3. Set the tone

Pick two or three words and stop there. “Warm, brief and professional” works better than a paragraph about your brand voice. Brief matters most on a voice call: people don't want to listen to long answers.

4. Say what to collect, and when

Decide what happens when someone wants something your agent can't do on its own. For example: “If someone wants an appointment, ask for their name, phone number and a preferred day and time. Then tell them the team will confirm by phone.”

5. Name the limits

Tell it what not to do. “Don't give medical advice. If someone describes pain or an emergency, tell them to call us directly or go to urgent care.” Clear limits keep your agent useful and safe.

Then test it

Call your agent in the Voice studio and ask the questions your customers ask. When an answer is off, fix the knowledge first, then the instructions. Two or three rounds is usually enough.