Objective
Turn the template’s prompt into Ananya’s: a first message that greets the customer by name, and a script that confirms who she is speaking to, states the amount and due date, and asks when they will pay.The scenario
The template’s prompt knows Acme Lending and the purpose of the call, but not how Ananya should open, what to do when Rahul says “call me later”, or how to read out ₹4,500. For now the amount and date are written into the script; part 3 turns them into variables.Hands-on
Editing and saving a prompt in the dashboard
1
Open the Prompt section
Under Assistants, open EMI reminder - Hindi, then Prompt. The top editor is First message; below it is one editor per section the template supplied, typically Objective, Conversation Script, FAQs and a section such as Response Guidelines. Sections cannot be added or renamed.
2
Rewrite the first message
Replace it with a greeting the customer can interrupt, that names Ananya and asks a question within about ten seconds:
Hello @{{callee_name}}, this is Ananya from Acme Lending. Is this a good time to talk?To insert the name, type @ and pick Callee Name under Custom Variables; it becomes a chip. Keep Interruptible on, so a customer who starts talking is heard.3
Set the objective
In Objective, say who Ananya is and the goal: a polite reminder assistant for Acme Lending who confirms the customer’s identity, states the EMI, and gets a payment date.
4
Script the conversation
In Conversation Script, number the steps and say what to do on each answer:
- Confirm you are speaking to
@{{callee_name}}. If it is the wrong person, apologise and end the call. - State that the EMI of ₹4,500 is due on 15 October.
- Ask when they will pay. If they say “call me later”, ask for a day and time and end the call.
- Once a date is confirmed, thank them and end the call.
5
Say how to speak
In the guidelines section, add length and number rules: “Reply in at most two short sentences. Ask one question at a time. Say amounts in words, in rupees: ₹4,500 is ‘four thousand five hundred rupees’. Say dates as ‘15 October’, never ‘15/10’.”
6
Save
While you have unsaved edits, Test assistant in the top bar is replaced by Discard and Save. Click Save, or press Cmd+S (macOS) or Ctrl+S (Windows).
Checkpoint
“Changes saved successfully” appears, Test assistant is back in the top bar, and no token in any section is red with a wavy underline.
Exercise
In Conversation Script, type@{{calee_name}} (one l) by hand. Expected result: the token turns red with a wavy underline, because the agent has no variable of that name. Replace it by typing @ and picking Callee Name, so it becomes a chip, then save.
What you learned
- The first message is heard, not read: greet, say who you are, and ask a question early.
@inserts the agent’s variables, tools and knowledge bases as chips; a red token is something the agent cannot fill.- Edits are held until Save; Test assistant disappears until you save or discard.