Write effective reception instructions
Reception instructions describe how your agent should handle ordinary conversations. The strongest instructions are short, specific to your business, and focused on behavior rather than trying to reproduce every other Agent Center setting.
Put each kind of information in the right place
Section titled “Put each kind of information in the right place”| Information | Best location |
|---|---|
| Business identity, hours, locations, and service areas | Business Profile |
| Approved service answers, policies, pricing guidance, and FAQs | Knowledge |
| Opening sentence | Primary greeting |
| Qualification, booking, handoff, and message settings | Call Handling and Calendar & Booking |
| Tone, priorities, uncertainty handling, and general reception behavior | Reception instructions |
Keeping these roles separate makes future updates easier and prevents conflicting guidance.
Use a simple structure
Section titled “Use a simple structure”Write one clear instruction for each behavior that matters:
- Conversation style: how concise, formal, or friendly the agent should be.
- Primary goal: what a normal caller should receive first.
- Clarification: what to do when the request is vague.
- Uncertainty: when to say that the team needs to confirm an answer.
- Escalation: when to use a configured next step instead of continuing to answer.
For example:
Keep answers friendly and concise. First understand why the person is calling. Ask one short clarifying question when the request is unclear. Do not guess about pricing or availability; explain that the team can confirm those details. Use only the call-handling options configured for the workspace.
Adapt the wording to your business rather than copying the example unchanged.
Prefer direct, positive guidance
Section titled “Prefer direct, positive guidance”- Write “Give a brief answer, then ask whether the caller needs anything else” instead of “Do not ramble.”
- Write “Say the team must confirm custom pricing” instead of “Never talk about pricing.”
- Name the exact situation when a rule applies.
- Use short sentences and one idea per sentence.
- Remove duplicate or contradictory rules.
Do not rebuild structured features in instructions
Section titled “Do not rebuild structured features in instructions”Reception instructions should not contain a homemade qualification script, booking sequence, transfer destination, or message form. Configure those actions in their dedicated sections so they remain testable and can be turned on or off safely.
Likewise, do not paste a long company handbook into this field. Convert approved caller facts into focused FAQs and keep private procedures out of customer-facing settings.
Review for conflicts
Section titled “Review for conflicts”Before saving, ask:
- Does this contradict the Business Profile or an FAQ?
- Does it promise a person, price, appointment, or result that may not be available?
- Does it ask for sensitive information that is unnecessary?
- Does it duplicate a setting already controlled elsewhere?
- Could a new employee understand the desired behavior after one read?
Save the section, begin a new Test Agent session, and try the same request three ways: direct, vague, and outside scope. Change one instruction at a time until all three responses are useful.