The Initial Prompt shapes the agent's entire interaction. Use it to define:

• Agent Identity & Role: Clearly state the agent's name (if desired), that it's an AI, and its purpose (e.g., 'You are Emma, an AI assistant for Northside Medical Group, helping callers with scheduling and inquiries.').
• Core Task: Specify the primary function (e.g., 'Your main goal is to schedule appointments or answer questions about clinic services.').
• Opening Greeting: Include the exact phrase the agent should use to start the call (e.g., 'Start the conversation by saying: "Thank you for calling Northside Medical Group... How may I help you today?"').
• AI Disclosure (Compliance): Integrate a clear statement that the caller is interacting with an AI, especially if required by regulations in your jurisdiction. Add this directly into the opening greeting phrase. For example: '...This is Emma, an AI voice assistant...' or '...You are speaking with our AI voice agent...'.
• Tone & Personality: Define the desired demeanor (e.g., 'Maintain a friendly, professional, and empathetic tone.').
• Key Information to Include/Exclude: Specify any critical information the agent must provide or avoid mentioning (e.g., 'Always mention clinic hours if asked. Do not provide medical advice.').

A well-structured prompt combines instructions and the initial greeting into one cohesive set of guidelines.

Evaluating the effectiveness of your Initial Prompt is key:

• Use the 'Speak with Agent' feature in the configuration interface to hear how the agent starts the conversation and responds based on your prompt.
• Test with different scenarios and questions to see if the agent adheres to its defined role and tone.
• Monitor call recordings (if enabled) to assess real caller interactions and identify areas where the prompt might need refinement.
• Gather feedback from team members and, if possible, callers on the clarity and appropriateness of the agent's initial interaction.

Refine the prompt iteratively based on testing and feedback to achieve the desired caller experience.

Consider these recommendations when crafting your Initial Prompt:

• Be clear and concise in your instructions. Use simple language.
• Clearly separate instructions for the AI (like its role and tone) from the literal greeting it should speak.
• Ensure the opening greeting identifies your organization clearly and sets the right expectation.
• Keep the spoken greeting relatively brief (ideally under 10-15 seconds).
• Align the agent's defined personality and tone with your brand identity.
• Explicitly state any critical constraints or information the agent must follow.
• For healthcare, ensure the prompt reflects empathy and addresses potential privacy considerations.

A detailed and well-thought-out prompt leads to a more predictable and effective voice agent.