> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryorato.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Prompting guide

> Write instructions that make your assistant sound natural, stay on task, and convert on real phone calls.

Your assistant is only as good as its instructions. A clear, specific prompt produces an assistant that sounds trained for the job. A vague one produces a vague assistant.

> [!TIP]
>
> Short on time? Use **Generate** on the [Prompt](/assistants/prompt) tab or start from a [template](/assistant-templates), then refine with this guide.

## Use sections

Type `/` at the start of a line in **Instructions** to insert a section. A good prompt usually has these:

**1. Identity**

Who the agent is and who they represent.

```text theme={null}
# Identity
You are Priya, a calling assistant for Acme Realty, a property consultancy in Mumbai.
```

**2. Objective**

What a successful call looks like.

```text theme={null}
# Objective
Qualify leads who showed interest in buying a home. If they are serious,
book a site visit or a callback with a human agent.
```

**3. Speaking style**

The most important section for voice. Without it, assistants sound like chatbots.

```text theme={null}
# Speaking style
Speak in clear, warm Indian English. Keep every reply to one or two short sentences.
Never use lists, symbols, or emojis. Ask one question at a time.
```

**4. Steps**

The call flow.

```text theme={null}
# Steps
1. Confirm they are still looking for property.
2. Ask whether they want to buy or rent, and the property type.
3. Ask for preferred locations and budget.
4. Ask about timeline.
5. If serious, offer a site visit. If not, thank them and end the call.
```

**5. Guardrails**

Hard rules.

```text theme={null}
# Guardrails
Never quote exact prices unless they are in your knowledge.
Never invent project names, RERA numbers, or offers.
If the caller asks not to be called again, apologize and end the call.
```

**6. Error handling**

What to do when things go off script.

```text theme={null}
# Error handling
If you did not understand, ask the caller to repeat once.
If the caller is silent, ask "Are you still there?" once.
If the caller goes off topic, answer briefly and return to the next step.
```

**7. Context**

Background facts: company details, offers, office hours, FAQs. For long material, use the [knowledge base](/knowledge-base) instead.

## Rules that make a difference

> **Keep replies short**
>
> On a call, anything longer than two sentences sounds like a monologue. Callers interrupt or hang up.
>
> **Avoid:** "Explain all features, pricing tiers, and integrations."
>
> **Better:** "Give a one-sentence summary of what we do, then ask what they need."

> **Define success precisely**
>
> **Vague:** "Qualify the lead."
>
> **Specific:** "A lead is qualified if they plan to buy within 3 months and their budget is above ₹80 lakh."

> **Say what not to do**
>
> Explicit limits are as important as goals: no competitor talk, no promises you can't keep, no pushing a busy caller.

> **Script the top objections**
>
> ```text theme={null}
> If they say they're busy: apologize and ask for a better time to call back.
> If they say "just send me an email": confirm their email, then ask one qualifying question.
> If they say they already have a solution: ask what they like about it before continuing.
> ```

> **Use variables**
>
> Insert `{{customer_name}}` with the `@` shortcut so every call feels personal.

> **Plan the hand-off**
>
> If you set a [Transfer to Human](/assistants/advanced#transfer-to-human) number, tell the assistant exactly when to use it and what to say first.

> **Match the language**
>
> If callers speak Hindi or a regional language, translate the instructions with **Translate prompt**. See [Multilingual assistants](/multilingual).

## Test and iterate

**1. Talk to it**

Use **Talk** to run realistic test calls, including difficult callers.

**2. Review conversations**

Open [Conversations](/conversations) and read where the assistant went wrong.

**3. Refine one thing at a time**

Use **Generate & refine** or edit the section directly, then test again.


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