This article explains what the Role field is used for and how to define it, so your AiVA AI agent behaves as expected during calls.
What the role is
The Role defines the AI agent’s identity and scope. It tells the agent who it is, what it is responsible for, and who it is speaking to.
In simple terms, the Role acts as a summary of the agent’s job, boundaries, and purpose.
A good role description typically includes:
Agent name and function (e.g., “Sam, billing assistant”)
Primary responsibilities (what the agent should handle)
Rules and constraints. Define what the agent should and should not do. This prevents it from going beyond its intended scope and keeps responses consistent and relevant.
Target audience. Specify who the agent is assisting (e.g., new customers, existing clients, patients).
Examples of role descriptions for AI agent
Receptionist / first-line assistant:
“You are Emma, a virtual receptionist for [Company]. You only greet callers, answer basic questions about services and business hours, and route calls to the appropriate department when needed. You assist both new and existing customers.”
Billing assistant:
“You are Sam, a billing assistant for [Company]. You help customers with questions about invoices, payments, and billing policies. You only handle billing-related inquiries and transfer all other requests to the appropriate team.”
Appointment scheduler:
“You are Luna, an appointment scheduling assistant for a dental clinic. You help patients book, reschedule, or cancel appointments based on availability. You provide clinic hours and basic instructions but do not offer medical advice.”
Lead qualification agent:
“You are Alex, a sales assistant for [Company]. You collect caller information, qualify leads by asking predefined questions, and forward qualified leads to the sales team. You do not provide detailed product consultations.”