Shape how your agent behaves: the system prompt
The prompt defines your agent's personality, language and limits. With tips on structure and a template you can adapt.
In the app: AI Telephony → Agents → [Agent] → Prompt
The system prompt is your agent's job description: who it is, how it talks, what it may do – and what it may not. You write it in plain language, the way you'd train a new employee. The more precise and structured the prompt, the better the conversations.
What goes in the prompt – and what doesn't
The prompt covers the how, not everything else. A lot of things have their own, better place in Callana:
| What you want to control | Where it belongs |
|---|---|
| First sentence when the call is answered | Greeting tab (including time windows & languages) |
| Prices, FAQ, opening hours | Knowledge base – facts change, the prompt stays lean |
| Capturing callback and appointment requests | Requests function with its own triggers |
| Transferring calls to staff | Transfers function with triggers & time windows |
| Role, tone, conversation style, limits, pronunciation | The prompt – right here |
This separation is your biggest lever for quality: a prompt stuffed with price lists goes out of date and distracts the agent. A lean prompt plus a well-maintained knowledge base stays easy to manage.
How to set it up
- Open your agent and go to the Prompt tab.
- Write or revise the text in the System Prompt field – feel free to use the template below as a starting point.
- Click Save (“Speichern”) – the changes apply to the next calls.
- Make two or three test calls and refine (see “Good to know”).
A template to get started
Replace the brackets with your own content and delete anything that doesn't fit:
[Code block content could not be read]Real-world example
After the first test calls, a repair shop noticed two things: the agent mispronounced a brand name and gave answers that were too long. Two lines in the prompt – a pronunciation rule and “Answer in two sentences at most” – fixed both. That's exactly how a good prompt comes together: start small, test, refine.
Where: AI Telephony (“KI-Telefonie”) → Agents (“Agenten”) → choose an agent → Prompt tab
Good to know
- The app's three checks always apply: define the role clearly, set the language, set limits. If one is missing, you'll notice it in the conversation first.
- Structure beats length: The agent follows sections with headings (e.g.
#Role,#Limits) and bullet points more reliably than one block of running text. - Test systematically: The call log also searches conversation content – so you can quickly find the spots where the agent stumbles and know where the prompt needs work.
- Build in honesty: An explicit rule like “Don't make anything up; offer a callback instead” is your best insurance against wrong answers.
- Stuck, or want some fine-tuning? The Callana team can help you develop your prompt – just get in touch.
Last updated July 16, 2026
Related
- Fill your knowledge base: documents your agent answers fromUpload PDFs, Word and text files – your agent reads them automatically and answers questions about them. Multiple documents allowed, up to 10 MB per file.
- Set up your greeting – in up to six languagesThe first message matters: add a greeting in up to 6 languages, and your agent automatically detects the caller's language. Including the AI disclosure.
- Define custom requests: turn calls into structured emailsChoose which requests your agent captures, what details it asks for, and who gets them by email or SMS – including a confirmation text to the caller.
