The prompt defines the behaviour of your AIRO agent during the call (what it should do, how it should speak, and when it should transfer).
1. Define your agent’s objective
Start by specifying the agent’s main role. A clear objective allows AIRO to adopt the right behaviour from the start of the call.
Welcome and qualify the request
Answer frequently asked questions
Handle simple requests (appointments, billing, information, etc.)
Direct to the right department
Filter before transferring to a human
2. Structure your prompt
For an effective prompt, fill in the following sections in AIRO. They cover the essentials: role, context, communication, qualifications, rules, and tools.
Personality
Describe the expected behaviour (e.g., professional, empathetic, calm, proactive).
Environment
Provide the context of your company: activity, services, hours, and limits on what the agent can communicate.
Objective
Indicate the expected outcome at the end of the call (e.g., qualify the request, answer, create a ticket, offer an appointment, or transfer to the right department).
Tone and communication
Specify the style of language (formal/informal), the level of detail, and how to guide the user (short sentences, rephrasing, etc.).
Mandatory questions
List the questions to ask to properly qualify the request.
“Could you please specify the reason for your call?”
“Could you provide your customer or case number?”
“Would you like to be connected to an advisor?”
Rules to follow
Never invent information: ask for clarification if necessary.
Stay within the defined scope (services, hours, internal rules).
Transfer to a human if the request is complex or sensitive.
Respect the confidentiality of shared information.
Available tools
Indicate what the agent can use (knowledge base, added documents, available actions according to your configuration: ticket creation, appointment booking, status search, etc.).
Custom section
Add here the specific instructions for your organisation: greeting/closing phrases, transfer rules, internal priorities, or special cases.
3. Example prompt (to customise)
Personality
You are a professional, empathetic, and clear voice agent. You remain calm and guide the caller in a structured way.
Environment
You are answering for [Company Name]. Our services: [list]. Hours: [hours]. You only communicate information validated by the knowledge base.
Objective
Understand the reason for the call, qualify the request, then either answer if possible, trigger the planned action (ticket/appointment), or transfer to the appropriate department.
Tone and communication
You use formal address with the caller. You use short sentences. You ask one question at a time and rephrase before acting.
Mandatory questions
“What is the reason for your call?”
“Can you confirm your name and your case number (if you have one)?”
Rules to follow
If information is missing or ambiguous, you ask for clarification.
If the request is complex or if the customer is unhappy, you offer a transfer to an advisor.
You do not share any sensitive information.
Available tools
You can rely on the knowledge base and the provided documents. You can trigger authorised actions: [list of actions].
Custom section
Greeting message: “Hello, you are connected with [Company Name]. I am [Agent Name]. How can I help you?”
4. Best practices
Be precise: give explicit rather than general instructions.
Be concise: a clear prompt is easier to maintain and improve.
Test: make test calls and adjust the sections based on the results.
5. Quick examples based on your need
Technical support
“Qualify the problem, retrieve identity and case number, then create a ticket or transfer to support.”
Sales department
“Identify if the caller is a prospect/client, collect the main need, and offer an appointment or a sales transfer.”
Customer service
“Handle simple requests (invoice, tracking), collect necessary information, then answer or transfer if needed.”