Write your agent's instructions

This is where you tell your agent what to do on a call and how to behave — just like briefing a new team member on their first day. You write it in plain words: no code, no special format. The more detail you give, the better your agent performs.

In the agent builder, this is Step 7 — Agent goals.

Step 1: Open the Agent goals step

In the agent builder, click Agent goals in the checklist on the left. You'll see a big box where you write your instructions.

The greyed-out writing in the box is just an example to show you the shape of a good brief — start typing and it disappears.

Step 2: Write your instructions

Write to your agent the way you'd explain the job to a new receptionist. A simple recipe that works every time:

1. Say who it is and the main goal — "You are Sophie, the receptionist for Bloom Hair Studio. Your main goal is to book appointments and answer questions."
2. List what it should always do — greet warmly, take a name and number, confirm the booking.
3. List what it should never do — promise a price it's unsure about, give medical or legal advice.
4. Say what to do when it's stuck — "take a message and let them know someone will call back."

Tips for a great brief

• Write like you talk. Short, friendly sentences work best.
• Be specific. "Book appointments" is good; "book appointments and always ask for a mobile number" is better.
• Use Always / Never lists. They're the easiest way to set firm rules.
• You don't need to repeat your business facts here — prices, hours, and services live in your knowledge base. This box is for behaviour.

Step 3: Or start from a ready-made example

Not sure where to begin? Don't write from scratch. Tap one of the ready-made examples at the bottom and a detailed, proven brief drops straight into the box. Then just tweak it to fit your business.

• Support Staff — answers calls, handles common questions, escalates the rest.
• Secretary — screens spam, takes messages, puts the right callers through.
• Appointments & FAQs — books people in and answers your most common questions.

Tapping an example replaces whatever's in the box, so pick one before you start typing, then edit from there.

Step 4: Save your work

When you're happy with your brief, click Save changes at the bottom. Your work is saved as a draft — you can come back and refine the instructions any time.

Next: test your agent

Now that your agent knows its job, it's time to hear it in action. Head to Test your agent to give it a call before you go live. 🎉