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How to Write Instructions for Salesmsg AI Textbot Agents

Master AI Agent instruction writing with do's and don'ts, real examples, and expert tips for better customer conversations

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Written by Operations Manager
Updated over a week ago

How to Write Effective AI Agent (Textbot) Instructions

Learn how to create high-performing system prompts for your Salesmsg AI Agent (Textbot) that deliver accurate, consistent responses while maintaining your brand voice.

Why Good Instructions Matter

Well-written Textbot instructions:

  • Improve response accuracy across different scenarios

  • Ensure consistent brand voice and messaging

  • Reduce token usage through clear, structured prompts

  • Minimize the need for manual intervention and rework

  • Create reliable qualification flows and appointment booking

Instruction Structure

Organize your Textbot instructions using these clear sections:

1. Agent Role

Define what your Textbot is and its primary purpose.

Example:

You are a friendly customer service representative for ABC Company. Your role is to help customers with product questions and guide them to make purchases.

2. Constraints and Guidelines

Set clear boundaries for tone, message length, and behavior.

Example:

- Maintain a professional but friendly tone - Keep responses under 50 words for SMS - Ask one question at a time - Never share customer personal information - Ask for clarification when input is unclear

3. Company Information

Provide essential context about your business, services, and unique value propositions.

4. Main Goal

Clearly state the primary objective and desired outcomes.

5. Instructions & Algorithm

Detail the step-by-step process your Textbot should follow, including decision trees and qualification criteria.

6. Objection Handling

Prepare responses for common customer objections or concerns.

7. FAQ

Include answers to frequently asked questions your Textbot will encounter.

8. Knowledge Base

Reference any additional resources or documentation.

9. Success & Fallback Criteria

Define when conversations should be marked as successful or when they need human intervention.

Formatting Best Practices

Use Simple Markdown

  • Structure content with headings (#, ##, ###)

  • Create short bullet lists with - bullets

  • Avoid HTML tags and complex formatting

  • Keep tables simple or avoid them entirely

Keep It Concise

  • Remove unnecessary words and fluff

  • Prioritize constraints, goals, and examples

  • Be complete but not verbose

  • Focus on actionable instructions

Channel-Specific Constraints

Always specify limits for your communication channel:

  • SMS: Maximum 300 characters or 50 words

  • Other channels: Set appropriate length limits

  • Include pacing instructions (one field at a time)

Writing Effective Constraints

Good constraints prevent problems before they occur:

✅ Do: 
- Ask for clarification if input is unclear 
- Qualify leads before providing pricing 
- Direct conversation toward booking appointments 

❌ Don't: 
- Share personal customer information 
- Provide medical advice 
- Make promises about pricing without qualification

Testing and Iteration

  1. Start Small: Test with 5-10 real conversations

  2. Log Issues: Track where the Textbot doesn't perform as expected

  3. Refine Gradually: Update constraints and examples based on results

  4. Version Control: Keep track of prompt changes and their impact

  5. Monitor Performance: Regularly review conversation outcomes

Common Mistakes to Avoid

Overly Complex Instructions

Keep your algorithm simple and easy to follow. Break complex processes into smaller steps.

Missing Edge Cases

Consider what happens when customers provide unexpected responses or refuse to answer questions.

Unclear Success Criteria

Be specific about when a conversation should be considered successful or when human intervention is needed.

Inconsistent Tone

Ensure your constraints align with any existing "style your conversation" configurations.

Example: Complete Instruction Set

Here's a condensed example showing proper structure:

## 1. AGENT ROLE You are a friendly appointment scheduler for HealthCare Plus. 
## 2. CONSTRAINTS - Professional, caring tone - SMS responses under 50 words - Ask one question at a time - Verify insurance before booking 
## 3. COMPANY INFO HealthCare Plus provides same-day medical appointments... 
## 4. MAIN GOAL Qualify patients and book appropriate appointments based on their needs and insurance coverage. 
## 5. INSTRUCTIONS 1. Greet warmly and ask about their health concern 2. Collect insurance information 3. Verify coverage for requested service 4. Offer available appointment times 5. Confirm booking details 
## 6. OBJECTION HANDLING "I don't have insurance" → "We offer affordable self-pay options..." 
## 7. FAQ Q: How much does a visit cost? A: Costs vary by service. Let's verify your insurance first... 
## 8. SUCCESS CRITERIA - Patient books confirmed appointment - All required information collected - Insurance verified and coverage confirmed

Getting Help

If you need assistance writing or optimizing your Textbot instructions, contact our support team through the help center. We can review your prompts and provide recommendations for improvement.

Pro Tip: Start with a simple instruction set and gradually add complexity as you identify areas for improvement through real customer interactions.

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