Job
For example: understand a property enquiry and arrange a human follow-up with the caller’s permission.
Build agents
Plan your agent
Define one useful job, the information it needs, and what a successful call should produce.
01
Start with one outcome
Write down the caller, the reason for the conversation, and the result you can check.
Success
The caller confirms their requirements and the next action. A long conversation is not a success measure.
Boundaries
State what the agent cannot promise and when it should offer a person’s help.
02
Prepare the information
Give each piece of information a clear home before you build.
Instructions
Identity, question order, correction handling, safe fallbacks, and closing behavior.
Knowledge
Approved opening hours, policies, prices, and other facts. Assign someone to keep them current.
Variables
Inputs already known before the call, and outputs to capture from the conversation. Use safe defaults for missing inputs.
Tools
List only the actions the agent needs, such as checking availability. Confirm that a working connection exists.
03
Check the brief
You are ready to write instructions when someone else can test your definition of success.
Expected conversation
Write one successful example and one case where the agent needs a human.
Expected result
Name the fields you need after the call and what each field means.
Ownership
Identify who receives escalations and who reviews the first calls.