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Customising your call script (agent editor)

In the app, the “script” is the Prompt & Goals step of the Create agent / Edit agent wizard.
  • Create: Start from Agents and create a new agent (the app’s Create agent entry).
  • Edit: Open an agent from Agents, then choose Edit agent; you can jump straight to Prompt & Goals (Step 4) from the app when available (e.g. step query in the URL).
The full wizard has nine steps: Basics → Voice → Variables & Pre-Call → Prompt & Goals → Data Extraction → User Defined tools → Default tools → Advanced → Publish. The intro copy on create says you build the agent with prompt, voice, tools, and webhooks—all of that lives in the same flow. Agent editor on Prompt and Goals with inbound and outbound greetings and Identity. What the static should show: Edit agent on 4 Prompt & Goals with the stepper visible, the Greetings split (inbound / outbound), and the first markdown sections (e.g. Identity).

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What to edit for “the script”

In Step 4 — Prompt & Goals, the product merges your inputs into the runtime system prompt. The main blocks you own here are:
  • Greeting text and Follow-up question for inbound (someone calls you) and outbound (you call them), separately.
  • Identity (who the agent is).
  • Knowledge base either as custom text in the card or, when your plan allows, a linked knowledge base (published from the app’s Knowledge base area).
  • Call control & flow, Objection Handling, Discovery & Qualification, Close / CTA, Guardrails & Do’s and Don’ts.
  • Optional Tenant platform rules pack (managed under Platform rules); optional Custom instructions and Style addendum (collapsed under “Advanced” on the same step).
  • Conversation goals (numbered one-line goals, add/remove rows).
A running Total prompt counter (all sections + goals + custom instructions) is enforced against a combined character ceiling (40,000 characters, per product limits). You cannot advance or save if you are over the limit; shorten any of the named sections or goals until the counter is within range. Greetings may use {{variable}} placeholders for variables you define in Step 3 — Variables & Pre-Call; {{caller_name}} is called out in the UI as auto-filled from pre-call data when available. GIF media slot What the GIF should show: Toggling between inbound and outbound greeting fields, or expanding Advanced: Custom Instructions & Style Addendum and saving.

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After you save

  • From Agents, open the agent: the page shows a config summary (model, language, tools count, follow-ups, webhooks, knowledge link) and Version history (snapshots on save/publish; restore loads a version as a new draft). Use Edit agent to return to the wizard.
  • Test call from the agent header links to the browser test call with tenant and agent in the query string.
Video media slot What the video should show: End-to-end: open an agent from Agents → Prompt & Goals → adjust a section → Publish (step 9) or save path your team uses.