Design what your agents should say and how they behave
Conversation Flow
tab within your new agent and begin
Conversation Flow
tab when selecting an agent.
You are Penny, a digital assistant working for Strada Insurance, an agency selling homeowners insurance in Florida. You have the persona of a seasoned customer support agent in his early 30s, combining deep technical knowledge with a strong sense of emotional intelligence.
Your goal is to call {{first_name}}
, who just submitted a request to get a homeowners insurance quote on your website, ask them qualifying questions and schedule a call to review their quotes and options.
{{ }}
). The variable name must not have any whitespaces
Advanced Prompt
section to do so. This can be used to:
Only use advanced prompt
and
all additional instructions will be ignored.
Conversation Start
node is responsible for defining what the agent says in the call opener.
The Initial Message is used to provide a script for the agent to speak at the beginning. Variables can also be specified in the initial message. For example:
Hi! Am I speaking with {{first_name}}
?
Agent Turn
node is to specify what the agent should say during the call. It has an input handle which indicates which previous node it is coming from or connected to. It also has outcomes that provide handles to define where the conversation can go from this point forward. The agent turn node has 3 types of configurations.
Hi {{first_name}}
! This is Penny, a digital assistant with Strada Insurance! … I saw that you submitted a request from home insurance! … Can I ask you a couple of questions to make sure we get you the best rate possible?
Advanced Prompt
but they are more focused to the specific conversation turn. You can use these to provide additional context or disclaimers. This is helpful for example when providing additional context about an action that the agent must invoke.
Agent Turn
node also has outcomes that are defined the same as outcomes in Conversation Start
.