How to Prepare Prompt for the AI Voice Agent?

The CallPage AI Voice Agent enables customer service automation and supports sales teams. To fully leverage its capabilities, you need to prepare a set of instructions that the Agent will use during conversations.

Below, you'll find a guide based on three use cases: handling missed calls, qualifying leads before transferring them to a sales team, and answering users’ FAQ.

What Problem You Want to Solve (choose your Use Case)

The first step in setting up the Voice Agent is defining its primary purpose. At CallPage, we offer three main scenarios you can select based on your business needs:

Use Case 1: The Agent Handles Missed Calls

This scenario ensures no customer call goes unanswered. The Voice Agent will pick up calls your team cannot handle—whether after hours, during holidays, or when your team is just unavailable at the moment. The Agent will:

• Collect key information from the customer.
• Answer basic questions.

Use Case 2: The Agent Qualifies Calls Before Transferring Them

If your priority is effective lead qualification, this scenario is ideal. The Voice Agent acts as a preliminary filter, passing only valuable contacts to your consultants. The Agent’s responsibilities include:

• Asking qualification questions.
• Determining if a lead meets your criteria.
• Connecting qualified leads to a consultant.

Use Case 3: The Agent Answers Basic Questions

This scenario is perfect for automating responses to frequently asked questions and reducing the workload on your customer service team. The Agent will respond using a pre-prepared knowledge base and transfer the call to a consultant only when necessary. The Agent’s tasks are:

• Providing answers based on provided information.
• Transferring calls to a consultant when it cannot answer specific questions.

Prepare Information for the Voice Agent

To ensure the Voice Agent operates smoothly, you need to provide essential information regardless of the chosen scenario.

Basic Information About the Company

Share general details about your business to help the Agent represent your brand effectively. This could include a brief company description and information about your primary services or products.

Tone and Communication Style

Define how the Agent should communicate with customers—formal or casual? Serious or lighthearted? You can even specify whether the tone should be humorous or professional.

Limits and Restrictions

Set boundaries on topics the Agent should avoid and guidelines for handling prank calls. Decide whether the Agent should provide concise or detailed responses.

Prepare Scenario-Specific Instructions

Once you’ve established the basics, move on to detailed instructions tailored to your chosen use case.

Use Case: The Agent Handles Missed Calls

How should the Agent introduce itself?
Example: Hi, this is [Agent Name] from [Company]. Our consultants are currently unavailable. Could you tell me a bit about yourself? I’ll pass this information on to the right consultant, who will contact you as soon as possible.

What customer information should the Agent collect?
For example:

• Company name.
• Customer status (e.g., client or prospect).
• Reason for calling/product of interest.
• Preferred contact time.
  (Note: Phone numbers are automatically saved in the system, so the Agent does not need to collect this data.)

What information should the Agent share at the end of the call?
Examples: Mention ongoing promotions, inform customers that consultants will call back during business hours, or encourage them to create an account.

Should the Agent answer common customer questions?
If yes, provide a set of information that he can use. 

For Use Case: The Agent Qualifies Calls

How should the Agent introduce itself?
Example: Hi, this is [Agent Name] from [Company]. Thank you for calling! Before I transfer you to a consultant, I’d like to ask a few questions.

What qualification questions should the Agent ask? What criteria should a lead meet before being transferred?
Our advice: Limit to 3–4 key qualification questions.

What should the Agent do with unqualified leads?
Example: Suggest sending an email to a specific address.

Should the Agent answer customer questions?
If yes, provide a set of responses it can use.

For Use Case: The Agent Answers Basic Questions

How should the Agent introduce itself?
Example: Hi, this is [Agent Name] from [Company]. Thank you for calling! How can I help you today?

Prepare a knowledge base:
Provide the Agent with all necessary information. You don’t need to define specific questions—the Agent will choose the right context-based answers.

When should the Agent transfer the call to a consultant?
Examples: If it cannot answer a question or if the customer requests it.

What customer data should the Agent collect?

How should the Agent end the conversation?
Examples: Mention promotions, inform the customer that consultants will call back, or encourage account creation.

Testing and Optimization

After configuring the CallPage AI Voice Agent, test it to ensure it performs as expected. Check how it handles answering questions, collecting data, and transferring information. If any issues arise, adjust the instructions as needed.

Summary

Preparing a Voice Agent in CallPage requires defining your goals and understanding your business needs. Selecting the right scenario and providing the Agent with key information are essential for effective customer service automation. This tool can boost your team’s efficiency while ensuring fast, professional service for your customers.