Guides
Agent instructions
How to write effective voice agent playbooks.
Role first
Start with a clear role (You are the phone receptionist for…). Use wizard responsibilities — they expand into operating playbooks.
Boundaries
State what not to invent (prices, hours, ticket IDs). Escalate or transfer on anger, billing disputes, or missing knowledge.
Spoken style
One question at a time. Use contracted, spoken language. Never say you are an AI looking something up — call tools silently.