Customize a Voice Agent with Advanced Instructions
Understand when to replace the standard instructions and what the Advanced option does not configure.
Most receptionists can start with the standard instructions for their selected type. Use Advanced only when the assistant needs a carefully reviewed set of custom instructions.
What changes
Advanced — write the prompt yourself replaces the template’s prompt. It does not merely add a note. The screen states that booking tools, the knowledge base and the current date/time still apply.
Update the instructions
- Open Advanced in the Voice Agent setup and enable Advanced — write the prompt yourself.
- Read the existing instructions and keep a copy before replacing them. Preserve the behavior needed for your appointments and connected systems.
- Write clear instructions, complete the save action, and test the resulting conversation.
Include practical boundaries
Describe the assistant’s purpose, the business identity, the desired tone, what information it should request and what to do when an answer is unavailable. Keep instructions consistent with the selected role and business information.
For appointments, require confirmation of the correct booking before a change and distinguish a successful change from a request sent to the office. Do not instruct the agent to claim success before the action is confirmed.
Keep configuration separate
A prompt does not create a calendar connection, add a new tool, route a phone number, establish a calling schedule or grant additional permissions. Configure those capabilities in their corresponding screens.
After a change, test both an ordinary request and a situation the agent cannot complete. If behavior becomes unreliable, return to a known working set of instructions and review the change.