In our dashboard, you have three different sections to configure your prompt:
Mission – What the Worker should achieve in this specific stage.
General Knowledge – Useful information the Worker should know at any time.
Transitions – Rules that indicate when to move to another stage or Worker.
Your goal is to clearly describe what the agent should do, what it needs to know, and when it should move forward.
1. Mission
A Mission defines the Worker’s goal at a specific stage of the conversation (for example: greeting a new contact, collecting personal information, or closing a sale).
You don’t need to use technical language or write a complex prompt.
Just clearly explain what the agent should accomplish, how it should do it, and what the possible outcomes are.
✳️ What to include in a Mission
1. Mission Objective
Explain the main purpose of this stage. Example: “Qualify the lead to determine if they’re interested in our premium plans.”
2. How to achieve it
Indicate the steps or behavior the agent should follow. Example: “Ask which product they’re interested in and confirm their email address.”
3. Possible outcomes
Define what’s considered success or failure in this stage.
✅ Interested client → Move to Sales Agent
❌ Not interested → Thank and close the conversation
4. Restrictions
Indicate what the agent must not do at this stage. Example: “Do not discuss prices or payment methods.”
5. Positive and negative examples
Show the model what good or bad performance looks like.
✅ Positive: Confirms email before transferring the conversation.
❌ Negative: Asks about payment too early.
🧩 Mission Template
Mission: [Describe the agent’s goal]
How to achieve it: [Explain the behavior or steps]
Possible outcomes:
- [Positive outcome → next action]
- [Negative outcome → next action]
Restrictions: [What the agent should avoid]
Examples:
✅ [Positive example]
❌ [Negative example]
💬 Mission Example
Your mission is to greet the customer and identify what they’re looking for.
How to achieve it: Use a friendly tone and ask an open question to understand their need.
Possible outcomes:
The customer explains what they need → Move to “Sales Agent”
The customer only says “hi” → Ask a clarifying question
Restrictions: Don’t mention prices or promotions at this stage.
Examples
i) Positive: “Hi 👋 I’m the virtual assistant. What product are you interested in?”
ii) Negative: “What do you want?” (unfriendly)
2. General Knowledge
Here you add all the information the agent should know at any point in the conversation.
Think of this section as a structured FAQ: facts, policies, responses, and details the agent can use when needed.
✳️ What to include in General Knowledge
Possible Question
What a customer might ask. Example: “Do you offer home delivery?”
Expected Answer
What the agent should reply. Example: “Yes, we deliver nationwide via express mail.”
Response Format or Tone
How the agent should express the answer (brief, friendly, formal, etc.). Example: “Reply in one sentence, friendly and professional tone.”
📋 FAQ Example
Possible Question | Expected Answer | Format or Tone |
What are your business hours? | Monday to Friday, 9:00 a.m. to 6:00 p.m. | Short phrase, friendly tone. |
Can I return a product? | Yes, within 7 days of purchase. | Explain the steps if necessary. |
Where are you located? | 1200 Corrientes Ave., Buenos Aires. | Include address and neighborhood. |
⚖️ Difference Between Mission and General Knowledge
| Mission | General Knowledge |
Purpose | Defines what the agent should do in a stage | Collects useful info for all stages |
Focus | Actions and behavior | Data and responses |
Example | “Ask if the customer lives alone.” | “The apartment allows up to 3 tenants.” |
Use | Temporary (depends on the flow) | Permanent (always available) |
3. Transitions
Transitions indicate when the agent should move to another stage or pass control to another agent.
They are short rules written in one line with a fixed format.
✳️ Format
Move to [Agent Name] when [Condition]
You only need to complete the condition.
💬 Examples
Move to Sales Agent when the customer wants to buy a product
Move to Support Agent when the customer requests technical help
Move to Scheduling Agent when the customer confirms an appointment
Move to Post-Sales Agent when the customer says “I already bought”
✅ Best Practices
Be specific: use clear conditions like “mentions ‘price’, ‘buy’, or ‘quote’.”
Conditions should never overlap. A lead shouldn’t meet more than one condition at the same time.
One rule per condition: avoid combining several cases in one line.
If the condition isn’t met, the agent stays in its current mission. In that case, always explain in the mission what to do if the customer doesn’t meet any condition.
4. General Summary
Section | Objective | What to Write |
Mission | Define the purpose and limits of a stage | Objective, how to do it, outcomes, restrictions, examples |
General Knowledge | Provide supporting information at all times | FAQ: question + answer + format |
Transitions | Indicate when to switch agent or stage | “Move to [Agent] when [Condition]” |