This article explains what the Instructions field is used for and how to define it, so your AiVA AI agent behaves correctly in different call scenarios.
What the instructions are
The Instructions define how the AI agent should act during a call. They tell the agent what to do, how to respond, and how to handle specific situations.
In simple terms, Instructions are step-by-step guidance that shape the flow of a conversation.
Well-written instructions help the agent:
Respond consistently
Handle different scenarios correctly
Stay aligned with your business goals
What to include in the instructions
Effective instructions typically include:
Tone and communication style: Define how the agent should sound (e.g., polite, calm, professional, concise)
How to handle common scenarios: Describe how the agent should respond to typical requests in their responsibility scope (e.g., booking, FAQs, support questions)
Out-of-scope handling: Explain what the agent should do when it cannot answer a question (e.g., transfer the call or take a message)
Caller intent and context: Provide examples of what callers might ask and what they are trying to achieve
Keywords and phrases: Include common words or phrases that should trigger specific actions
Conditional logic: Use “if…then” statements to guide decision-making during conversations
Actions: Define when the agent should perform actions such as transferring a call or sending an SMS
How to structure instructions
For best results, write instructions as clear, sequential steps rather than long paragraphs. Use numbered lists and keep each step focused on a specific action.
Examples of instructions for AI agent
Use the examples to create clear, structured instructions for your AI agent.
Example 1: General receptionist
Greeting: Use the greeting to welcome the caller politely and introduce yourself.
Identify caller intent:
If the caller asks about services, pricing, or availability → provide basic information using the knowledge base
If the caller asks for a specific person or department → route the call based on predefined keywords
3. Handle common requests:
Services → briefly describe your offerings and offer to connect the caller with the appropriate team
Business hours → share your hours of operation
Location → provide your address or directions
4. Collect information: Ask for key details when needed: “May I have your name and the reason for your call?”
5. Conditional logic:
If the caller asks for sales → transfer to the sales team using the transfer message
If the caller needs support → transfer to the support team using the transfer message
If no one is available → take a message and capture the caller’s name, contact details, and request
6. Transfer message: “I’ll connect you with the right person who can assist you further.”
7. Closing: End the call politely: “Thank you for calling [Company]. Have a great day!”
Example 2: After-hours receptionist
Greeting: Start the call with a polite greeting and inform the caller that your business is currently closed.
Example: “Hello, you’ve reached [Company]. Our office is currently closed.”
2. Identify caller intent:
If the caller asks about services, pricing, or availability → provide basic information using the knowledge base
If the caller asks for a specific person or department → explain business hours and offer to take a message
3. Handle common requests:
Business hours → provide the next opening time
General inquiries → share basic information
4. Collect information: Ask the caller to leave their details: “Please leave your name, phone number, and the reason for your call.”
5. Out-of-scope handling: “Our team will get back to you as soon as possible.”
6. Closing: End the call politely: “Thank you for calling [Company]. Have a great day!”