Writing agent scripts and prompts
6 min readAI voice agents
Loop uses a prompt-based system, not a rigid IVR tree. You describe the goal and personality; the agent improvises within guardrails.
Anatomy of a good prompt
Every script has four parts: identity (who is calling), goal (why), guardrails (what not to say), and fallback (what to do if the customer pushes back).
Common mistakes
Don't over-script. Listing exact phrases for every branch makes the agent sound robotic and breaks when customers go off-script.
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