When setting up call types in your account, it’s important to clearly define what kind of calls belong in each category. This helps the AI receptionist route calls accurately and consistently.
Use the formula below to write clear, actionable call flow prompts for the “What kind of calls belong in this type?” field.
Call Flow Prompt Formula
1. Title / Flow Name
Keep it short and descriptive.
“New Client – Residential”
“Urgent Appointment”
2. Caller Description (Who / What)
Begin with a phrase like:
“Caller is…”
“Caller has…”
Describe who the caller is or the situation they’re in. Focus on the key trait that defines this flow.
“Caller is a new residential customer.”
“Caller has symptoms that may require urgent care.”
3. Key Qualifying Details
Specify what needs to be confirmed to ensure the call fits this flow. Include questions or checkpoints that clarify the caller’s situation.
“You must confirm the caller is requesting a residential service.”
“You must confirm the caller is not already a patient.”
NOTE: You do not need to tell the AI to ask for information that is already in the flow. For example, you don't need to say "You must ask for the caller's name, phone number, and email..."
4. Alternative / Similar Flow Notes (Optional)
Include this only if there are similar flows that could be confused. Briefly explain when the caller should be routed elsewhere.
“If the caller is a commercial client, use the ‘New Client – Commercial’ flow.”
5. Use Neutral, Plain Language
Write in clear, conversational language. Address the AI as “you,” rather than "the AI." Avoid technical terms or internal instructions.
DON'T say: "The AI should..."
DO say: "You should..."
6. Combine into a Single Paragraph
Bring all elements together into one concise paragraph. Make sure it’s easy to read and implement.
Example Template
Call Type
Caller is [description of caller or situation]. You must confirm [key qualifying detail or question(s) to verify the flow]. Only use this flow if [primary criterion is met]. If [optional alternative scenario for very similar flows], use [other flow].