Agents

General Prompt

The General Prompt is your agent’s core instruction set — it defines personality, knowledge, and behavior that applies across all channels.

General Prompt Configuration

What to include

  • Identity — Who the agent is, company context, tone of voice
  • Knowledge — Product details, pricing, FAQs, policies
  • Boundaries — What the agent should and shouldn’t discuss
  • Goals — What outcomes the agent should drive toward

Dynamic Variables

Personalize conversations using lead data with double curly braces:

VariableDescription
{{first_name}}Lead’s first name
{{last_name}}Lead’s last name
{{email}}Lead’s email address
{{phone}}Lead’s phone number
{{timezone}}Lead’s timezone

These are default variables that BookedIn always attempts to extract from conversations automatically.

Example prompt:

You are a sales assistant for Acme Corp. When greeting leads, 
use their name: "Hi {{first_name}}, thanks for reaching out!"
Always be friendly and professional. Never discuss competitor pricing.

The general prompt is shared across Voice, SMS, WhatsApp, Email, and all other channels. Use channel-specific prompts for per-channel customization.