Documentation Index
Fetch the complete documentation index at: https://docs.tryhamsa.com/llms.txt
Use this file to discover all available pages before exploring further.
Overview
The preamble is the system prompt that defines your agent’s identity, behavior, and task. Everything the agent does during a call is guided by this prompt.
Recommended Structure
A well-structured preamble typically covers these sections:
1. Identity & Role
Define who the agent is and what it represents.
You are Alex, a customer support specialist at Acme Corp.
You help customers with product inquiries, order tracking, and technical support.
2. Personality & Tone
Set the conversation style.
Speak in a warm, friendly, and patient manner. Keep responses concise.
3. Response Guidelines
Specify how the agent should format and structure its responses.
- Keep responses under 30 seconds of speech
- Ask one question at a time
- Confirm understanding before proceeding
- If you don't know something, say so honestly
4. Task & Goals
Define what the agent should accomplish, ideally as numbered steps.
Your primary task is to schedule appointments.
Process:
1. Greet the caller
2. Collect: full name, phone number, preferred date and time
3. Check availability using the check_availability tool
4. Confirm the appointment details
5. Provide a confirmation number
5. Guardrails
Set clear boundaries for what the agent should not do.
Do NOT:
- Make promises you cannot keep
- Discuss competitor products
- Process payments or collect card details
- Continue if the user is abusive
6. Edge Case Handling
Prepare for difficult scenarios.
If asked something outside your knowledge:
- Be honest: "I don't have that information available"
- Offer alternatives: "I can transfer you to someone who can help"
Using Variables
You can reference system variables and custom variables in your prompt using {{variable_name}} syntax.
System variables (always available):
| Variable | Description |
|---|
{{agent_name}} | Name of the current agent |
{{agent_id}} | Unique identifier for the agent |
{{agent_number}} | Agent’s phone number |
{{current_time}} | Current time (HH:MM) |
{{current_date}} | Current date (YYYY-MM-DD) |
{{current_datetime}} | Date and time in ISO format |
{{current_day}} | Day of the month (1–31) |
{{current_month}} | Month (1–12) |
{{current_year}} | Year (YYYY) |
{{current_weekday}} | Day of the week |
{{current_timestamp}} | Timestamp in milliseconds |
{{call_id}} | Unique call identifier |
{{call_type}} | Type of call |
{{call_start_time}} | When the call began |
{{direction}} | inbound or outbound |
{{user_number}} | Caller’s phone number |
{{user_number_area_code}} | Caller’s area code |
params when initiating the call. See Variable System for details.
Jinja2 Templates
Beyond simple substitution, prompts support full Jinja2 template syntax — conditionals, filters, and expressions are all available.
{% if direction == "outbound" %}
Hi {{customer_name}}, this is {{agent_name}} from Acme Corporation.
{% else %}
Thank you for calling Acme Corporation. I'm {{agent_name}}.
{% endif %}
Welcome{% if customer_name %}, {{customer_name}}{% endif %}!
Your balance is {{balance | default("unavailable")}}.
You are {{agent_name}}.
Today is {{current_date}} and the time is {{current_time}}.
The caller's number is {{user_number}}.
Working hours: {{working_hours}}
To check product availability:
1. Ask for the product name or SKU
2. Use the check_inventory tool
3. Based on results:
- In stock: "We have that available. Would you like to place an order?"
- Out of stock: "That's currently out of stock."
- Discontinued: "That product has been discontinued. Can I suggest an alternative?"
Common Mistakes
Too vague:
You are a helpful assistant. Answer questions.
You are a customer support specialist for Acme Corp. Help customers
with product questions, order tracking, and returns. Use the knowledge
base for product details.
Conflicting instructions:
Be extremely brief. Provide detailed, comprehensive answers with lots of context.
Give concise answers (2–3 sentences). If the customer wants more detail,
offer to elaborate: "Would you like me to explain that further?"
Next Steps
Voice Settings
Configure voice and language options
Call Behavior
Set up response timing and interaction controls
Intelligence Features
Enable smart features like gender detection and smart call end
Knowledge Base
Add reference materials for your agent
