Behavior and instructions

Open Comportamiento to describe what your agent should achieve and how it should treat the caller. Use concrete language and check the result in a call.

What each field does

Field	How to use it
Objetivo principal	One specific result: answer questions, qualify interest, or manage reservations.
Instrucciones del agente	Role, question sequence, information sources, and boundaries. Accepts 20 to 20,000 characters.
Estilo de atención	Warm, Formal, or Brief and direct.
Preguntas para calificar una oportunidad	Information to gather, such as needs, dates, or group size.
Cuándo pedir ayuda humana	Situations for your team, such as exceptions or unverified information.
Primer saludo	A virtual-assistant introduction and a short question. Up to 400 characters.

The name in Vista general identifies the agent in the dashboard. The greeting controls how it introduces itself to callers.

Receptionist example

You are Ana, the virtual assistant for Example Restaurant.
Use a warm tone and ask one question at a time.
Answer menu, opening-hour, and location questions using approved information.
For reservations, ask for the date, time, and party size.
Check availability before confirming.
Confirm only after the reservation has been saved.
If there is no space, offer another time.
If information is missing or the caller requests a person, offer human help.

Adapt the example to your actual policies. Frequently changing information, such as menus or capacity, belongs in the corresponding business panels.

Use an editable starting point

The editor offers Recepción de restaurante and Prospección y citas templates. Applying one changes the draft: review its goal and instructions before saving.

Check the boundaries

The agent should identify itself as an AI assistant, use approved terms, and request help when it does not know an answer. Keep passwords, card details, and private information out of its instructions.

Writing “confirm reservations” does not enable the action. Configure Tools and actions and prepare your location’s rules.

Save the draft. To apply changes to active reception, publish and activate a new version.