# Plan your agent

> Define one useful job, the information it needs, and what a successful call should produce.

Source: https://www.heyrik.com/docs/guides/plan-agent

Define one useful job, the information it needs, and what a successful call should produce.

4 minute read Dashboard guide

## Start with one outcome

Write down the caller, the reason for the conversation, and the result you can check.

01

### Job

For example: understand a property enquiry and arrange a human follow-up with the caller’s permission.

02

### Success

The caller confirms their requirements and the next action. A long conversation is not a success measure.

03

### Boundaries

State what the agent cannot promise and when it should offer a person’s help.

## Prepare the information

Give each piece of information a clear home before you build.

01

### Instructions

Identity, question order, correction handling, safe fallbacks, and closing behavior.

02

### Knowledge

Approved opening hours, policies, prices, and other facts. Assign someone to keep them current.

03

### Variables

Inputs already known before the call, and outputs to capture from the conversation. Use safe defaults for missing inputs.

04

### Tools

List only the actions the agent needs, such as checking availability. Confirm that a working connection exists.

## Check the brief

You are ready to write instructions when someone else can test your definition of success.

01

### Expected conversation

Write one successful example and one case where the agent needs a human.

02

### Expected result

Name the fields you need after the call and what each field means.

03

### Ownership

Identify who receives escalations and who reviews the first calls.