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Prompt Engineering

This lesson walks you through the exact structure we use when writing prompts, so you can replicate (or adapt) the framework for any voice or chat agent you deploy. It’s the fastest way to get consistent, on-brand, conversion-driven conversations without endless trial and error.

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1. Role & Objective

Role – Who is the agent? State the business name, location, and the agent’s function. Example: “You are the inbound receptionist for CrossFit Downtown” Objective – The single outcome you want on each call or chat (book an appointment, qualify a lead, upsell a membership, etc.). Make it crystal-clear. Example: “Your job is to book qualified leads into a free first class”

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2. Sales Script (Flow Blocks)

Break your script into logical chunks rather than writing one long paragraph:

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Key Checkpoints

  • Greeting - How the agent introduces itself
  • Discovery questions - What information to gather
  • Pitch - How to present your offer
  • Close/next step - Booking or follow-up action

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Conditional Branches

  • “If the caller only wants a price, then…”
  • “If the prospect isn’t the decision-maker, then…”

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Extras

Slot in special data the agent may need (e.g. today’s class schedule) so it never needs to ask you.

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3. FAQs

Present common questions and model answers. Use simple Q → A pairs—tables aren’t necessary: Q: “What’s the address?”
A: “123 Main Street, Dallas, TX 75201.” Q: “How much is membership?”
A: Provide price tiers or direct them to the pricing page. Include anything callers ask repeatedly: opening hours, cancellation policy, current promos, etc.

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4. Common Objections & Rebuttals

List the top push-backs your staff hear and give the agent a winning response: “I need to think about it.”
→ “Of course. Would a quick follow-up call tomorrow help you decide?” “That’s too expensive.”
→ Re-frame the value or mention flexible payment plans.

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5. Tonality & Personality

Define how the agent should sound:
  • Friendly U.S. conversational tone, informal but respectful
  • Natural fillers allowed (“um”, “ah”, “well”) so it never feels robotic
  • Write numbers as words where possible (e.g. “twenty-five”, not “25”)
  • Transparency on AI: don’t announce it up-front, but never lie if asked

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6. Response Style Guidelines

  • Keep replies concise—no rambling
  • Ask one clear question at a time, then wait
  • Confirm key details before progressing (dates, email, phone, etc.)
  • End every successful interaction with the agreed next step

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Bringing It All Together

Large-language models like GPT-4 or Claude shine when you give them structure. Feed the above sections in order, test with real scenarios, and iterate. You’ll end up with a prompt that: ✅ Sticks to the brief – no wandering off-topic
✅ Handles 90% of queries without human intervention
✅ Maintains brand voice while converting leads faster

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Next Steps