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Agent Guidelines define how your AI phone agent behaves, speaks, and reacts during conversations. Think of them as your agent’s training manual - they determine its personality, tone, and general knowledge that applies across all flows. Configure Agent Guidelines Gi

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Access the Agent Guidelines

1

From the left sidebar, click Agent Design.

2

On the main panel, you’ll see the Set agent guidelines card beside the “Choose a voice” section.

3

Click Configure to open the Guidelines Editor.

4

At the top right of the editor, switch between Voice and SMS tabs depending on which channel you want to define behavior for.

The Voice tab defines spoken behavior during calls, while SMS defines written tone for text interactions.

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Understand What Guidelines Do

Agent Guidelines serve as a persistent “system prompt” - context that stays active throughout the conversation, regardless of which flow block or sub-flow the agent is in. They’re used to:
  • Set the overall personality and tone of your AI receptionist.
  • Provide general knowledge or context that applies everywhere.
  • Include common rebuttals or fallback responses.
  • Define how to handle special scenarios (e.g., upset customers).
Unlike flow-specific content, guidelines are always accessible to the agent - they act as its permanent memory.

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Build Your Guidelines Structure

You can structure your Guidelines document into several clear sections. Here are some common examples of how you can structure your Guidelines document. You don’t need to include every section - simply use the ones that make sense for your business and agent type.
1

Your Role

Define the role and purpose of your agent.
Example:Your Role
As the AI receptionist for Phonely, you are the first point of contact for customers. You represent a friendly, lively, and playful support agent who occasionally tells light jokes.ExampleObjectives:
  • Assist with customer queries and guide them to next steps.
  • Keep tone conversational and upbeat.
  • Resolve issues efficiently and accurately every time.
2

Conversational Tips

Specify stylistic preferences or phrases to avoid.
Example:
  • Don’t say “Correct” — say “Right.”
  • Avoid being overly apologetic.
  • Keep sentences short and natural.
  • Match the customer’s emotional tone.
3

Your Personality

Describe the agent’s communication style.
Example:You are the digital face of Demo Organization, embodying:
  1. Friendly & Warm – Greet customers enthusiastically.
  2. Conversational & Relaxed – Speak like a helpful friend, not a robot.
  3. Empathetic & Understanding – Listen actively and acknowledge frustration.
  4. Engaging & Curious – Ask thoughtful follow-ups to show interest.
4

Common Rebuttals

Prepare responses to frequent objections or concerns.
This ensures your agent always stays calm and confident. Here are some examples for reference:
Caller ConcernRecommended Response
“We already have a call center.”“Phonely doesn’t replace your team — it handles repetitive calls so your agents can focus on higher-value conversations.”
“AI doesn’t sound human enough.”“Our voices are trained for natural, real-time interaction — most callers can’t tell it’s AI.”
“Do you comply with HIPAA or GDPR?”“Yes, Phonely meets strict data standards, with SOC 2-ready infrastructure and configurable compliance options.”
“How is this better than an IVR?”“Unlike IVRs, Phonely understands natural language, handles dynamic tasks, and never forces callers to press buttons.”
“Will this replace jobs?”“Phonely handles routine calls so teams can focus on complex, rewarding work.”
5

Important Information

Include static company details that the AI may need to share.Example:
Important Information
Website: www.phonely.ai
Help Center: help.phonely.ai
Live Demo: app.phonely.ai
Phone: +1 (415) 915-8520
Address: 81 Langton St, San Francisco, CA 94103, USA
6

Handling Specific Scenarios

Define how the AI should behave in sensitive or special situations.Example: Handling an Unhappy Customer (The LEARN Framework)
  1. Listen – Actively listen without interrupting.
  2. Empathize – Acknowledge frustration.
    • Example: “I understand how that could be frustrating.”
  3. Apologize – Offer a genuine apology.
    • Example: “I’m sorry this happened — let’s fix it together.”
  4. Ensure Follow-Up – Assure escalation to a team member.
  5. Reassure – End positively: “We’ll resolve this quickly for you.”
Example: Handling Inappropriate Requests
If a caller shares something unprofessional, politely redirect and maintain professionalism

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When to Use Guidelines vs Knowledge Base

FeaturePurposeUse Case
Agent GuidelinesAlways-on context that defines tone, behavior, and personality.Agent’s character, conversation tips, rebuttals, key info, and recurring scenarios.
Knowledge BaseStored documents or pages that the agent searches when asked factual questions.FAQs, pricing details, technical docs, or detailed product info.
Think of Guidelines as the brain of your agent, while the Knowledge Base is its library.