Product · 30 Aug 2026 · 6 min read
Writing instructions your voice agent will follow
Good agent instructions read like a briefing for a new team member, not like code. A practical structure that works.
The quality of an AI call depends more on the instructions than on anything else. The best instructions read like the briefing you would give a new person on their first day.
Start with who and why
Who the agent is, which business it represents, who it is calling and why. One short paragraph is enough.
List what to collect
The details you need from every call, in the order you want them asked. Keep it to what your team will actually use.
Say what not to do
No medical, legal or financial advice. No promises about discounts you have not approved. Never claim to be a person. These lines prevent most problems.
Define the hand-over
Exactly when to transfer to a person or raise a ticket, and what to say before doing so.
Test with real objections
Before going live, try the call yourself with the hardest questions your customers ask. Adjust the instructions, not the customer.
See it on your own calls
Book a 30-minute demo and hear Sakhii call your phone.