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An agent’s personality comes from four fields — basePrompt, greeting, context, customInstructions — plus questions. They are not concatenated naively. Understanding the assembly is the difference between an agent that holds character and one that drifts.

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What the model actually receives

Every numbered line is omitted entirely when its field is empty, and the numbering closes up — an agent with no context does not produce a prompt that jumps from 1 to 3.
basePrompt is not the whole prompt. On browser and API calls a block of spoken-output rules is prepended, instructing the model to spell out digits, dates, times, and symbols before they reach text-to-speech. Telephony calls omit it. This is why the same agent can phrase numbers differently depending on how you reach it.

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Who speaks first changes the prompt

Outbound overrides firstSpeaker entirely. You cannot make an agent talk first on an outbound call, and you should not want to — talking over someone’s “hello” is the fastest way to get hung up on.
A greeting set on a firstSpeaker: user agent is silently unused. If your agent seems to ignore its greeting, check who is configured to speak first.

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Field by field

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basePrompt — identity

Who the agent is. Role, tone, and above all its boundaries.
The highest-value sentence you can write is a refusal. “If you don’t know something, say so.” Without it, an agent under pressure invents an answer — and on a phone call nobody can see it happening.
If basePrompt is empty the agent falls back to a generic “You are an AI assistant.” Never ship that.

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greeting — the opening line

Spoken verbatim, not paraphrased. Write it as speech:
Keep it under about fifteen words. Callers interrupt long greetings, and by default the first message is uninterruptible — so a long greeting is one the caller has to sit through.
If you need a recording notice, put it here. interruptible: false guarantees it is actually heard.

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context — the facts

Background the agent can state. Stable, specific, short.
Anything long, numerous, or frequently changing belongs in a corpus instead — not because it will not fit, but because prompt facts go stale silently while indexed documents can be updated in one place.

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customInstructions — the rules

What the agent must always or never do. Imperatives, one per line.

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questions — what to find out

Information the agent should work toward gathering. Guidance, not a script — it will not interrogate.

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Why the layering matters

It is tempting to put everything in basePrompt. Resist it. Identity and facts serve different purposes. Mixed together, the model cannot tell which parts are its character — permanent — and which are merely true this month. That is what produces an agent which slowly stops sounding like itself, or which defends a stale opening hour as though it were a personality trait. Keeping them separate also means updating a price does not risk rewriting the personality.

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Testing

Test in the language the agent will actually speak. An agent that performs well in English can behave differently in Finnish or Spanish — different phrasing, different pacing, different failure modes. Then try to break it:
  • Ask something it cannot know — does it admit that, or invent?
  • Interrupt mid-sentence — does it recover?
  • Go silent — does the inactivity handling feel natural?
  • Go off-topic — does it come back gracefully?
  • Ask it to do something it must refuse — does the boundary hold?
Change one field at a time and write a changeNote saying why. Six weeks later “made it friendlier” tells you nothing; “callers said it rushed them” tells you everything. See versioning.

Build an agent

The full setup walkthrough.

Call behaviour

Interruptions, silence, duration, who speaks first.