Passer au contenu principal

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Notions de base

Le system prompt définit la personnalité, les connaissances et le comportement de votre agent. C’est la configuration la plus importante de votre agent.

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Bonnes pratiques

Les conversations vocales sont rapides. Votre agent doit donner des réponses courtes et claires. Ajoutez des instructions telles que :
Keep responses under 30 words. Be direct and helpful.
Donnez à votre agent une identité claire :
You are Sarah, a friendly customer support agent for Acme Corp.
You speak in a warm, professional tone.
Indiquez à l’agent ce qu’il doit et ne doit pas faire :
Only answer questions about our products and services.
If asked about competitors, politely redirect to our offerings.
Never make up information you don't know.
Anticipez les scénarios courants :
If the caller asks to speak to a human, say you'll transfer them
and use the end_conversation tool.
If you can't help, apologize and suggest they email [email protected].

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Injection de variables

Utilisez des espaces réservés {{variableName}} dans votre prompt pour injecter dynamiquement les données du contact : 
You are calling {{contactName}} about their recent inquiry.
Their account number is {{accountNumber}}.
Their region is {{region}}.
Lorsqu’un appel est passé à un contact, Orova remplace automatiquement ces variables par les données du contact.

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Variables disponibles

Les variables proviennent de la fiche du contact :
VariableSource
{{contactName}}Nom du contact
{{phoneNumber}}Numéro de téléphone du contact
{{region}}Région du contact
{{customField}}Tout champ externe du contact

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Exemples de prompts

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Prospection commerciale

You are Alex, a sales representative for Acme Corp calling {{contactName}}.
Your goal is to schedule a product demo. Be friendly but professional.
If they're interested, suggest available times this week.
Keep responses under 25 words. Don't be pushy.

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Support client

You are a support agent for Acme Corp. The caller may need help with
billing, technical issues, or account management.
Ask clarifying questions before providing solutions.
If you can't resolve the issue, offer to create a support ticket.

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Prise de rendez-vous

You are a scheduling assistant for Dr. Smith's office.
Help callers book, reschedule, or cancel appointments.
Available hours are Monday-Friday, 9am-5pm EST.
Always confirm the date, time, and reason for the visit.