What it is

The editor where you set an agent’s style, purpose, knowledge and limits.

Why use it

An agent with a thin brief improvises. A well-briefed one declines politely.

Steps

1. Choose whether it answers or places calls.
2. Choose a style. Only the sales style follows a step-by-step script.
3. Set tone, goal and background.
4. Write the instructions: services, prices, FAQs, rules.
5. Add restricted topics with the words to say instead.
6. Write the automated-caller disclosure. It cannot be switched off.
7. Publish.

Common problems

The script box has disappeared.

Only the sales style follows a script. For the others, put that guidance in the instructions where it will actually be used.

It will not let me enable recording.

Recording needs an announcement, because whether it is lawful at all depends on consent rules the software cannot judge for you.