Write the agent prompts
The agent's persona comes from three prompt sections. This page covers what belongs in each one and where the welcome message is stored.
Write the agent prompts
Three text sections define the agent's persona. Keep each section to its own concern — overlapping instructions are a common cause of inconsistent behavior:
| Section | Answers | Does not belong here |
|---|---|---|
| Identity | Who is the agent? | Tone of voice, tasks |
| Speech style and language | How does it communicate? | Role, conversation logic |
| Task | What must it achieve? | Step-by-step flow — that is the workflow |
Identity
The agent's name or persona, professional role, and the organization it represents.
Your name is John. You are a digital consultant at Example Inc., specializing in product and service inquiries.
Speech style and language
Tone, formality, allowances (slang, emojis), supported languages, and what to do when the customer switches languages.
You speak clearly, politely, and professionally. Avoid unnecessary jargon.
Detect the language used by the customer (for example, English, French, Spanish) and respond in that language.
If the customer switches language mid-conversation, adapt accordingly.
State explicitly which languages the agent should use. If you don't, it may default to English.
Task
The primary objective, the business context, operational constraints, and what counts as success. Don't turn the task into a conversation script — sequencing belongs in the workflow.
Your main task is to assist customers with product-related questions, collect contact information if needed, and suggest a time for a call.
Your actions are restricted to the tools listed in the Available Tools section. You are not allowed to perform any other actions.
Welcome message
The opening message of a conversation is not a prompt section in Advanced mode. It is stored in the START_PHRASE environment variable — see Set environment variables. In Simple mode, the same value is edited as the Welcome message field.
Related pages
- Advanced mode overview — the full agent page and how to navigate it
- Workflow — turn the task into a step-by-step flow
- Advanced settings — set the
START_PHRASEenvironment variable