> ## Documentation Index
> Fetch the complete documentation index at: https://help.callaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customising your script

# 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.](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-ai/customising-your-script.png?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=0a7c46754c2d08cfb99635a4e81659ea)

**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**).

## 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](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-and-ai/slot-01.gif?s=4ce942ed17100456c3f9b91cf9013cc8)

**What the GIF should show:** Toggling between inbound and outbound greeting fields, or expanding **Advanced: Custom Instructions & Style Addendum** and saving.

## 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](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/media/scripts-and-ai/slot-01.mp4?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=ced733e32205d7a1bd111ffa66886cbd)

**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.

## Related articles

* [How the AI handles calls](https://help.callaro.ai/scripts-and-ai/how-the-ai-handles-calls.md)
* [Prompt writing fundamentals](https://help.callaro.ai/scripts-and-ai/prompt-writing-fundamentals.md)
* [Setting objection handling rules](https://help.callaro.ai/scripts-and-ai/objection-handling-rules.md)
* [Reviewing agent performance](https://help.callaro.ai/scripts-and-ai/reviewing-agent-performance.md)
* [Knowledge bases](https://help.callaro.ai/scripts-and-ai/knowledge-bases.md)


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