Althea Voice Agent Design & Prompting Guide
This page explains how to write effective prompting instructions for your agent. Your Althea Voice Agent can carry out a conversation with a patient just like a well-trained staff member — using your instructions. Think of it like giving a call script and playbook to a virtual assistant who will take care of the rest. You’re not programming; you’re briefing a colleague.✅ Do’s and 🚫 Don’ts
✅ Do
- Use prompts for behavior and conversation flow
Define: tone, goals, steps in the call, how to react to different responses, how to wrap up, etc. - Use prompts for features that have a dedicated prompt field
For example:- Call forwarding behavior
- Voicemail instructions
- Agent name / persona
- Escalation instructions
- Be explicit about what success looks like
Tell the agent what a “good call” outcome is (e.g. completed screening, confirmed refill, patient reassured, etc.).
🚫 Don’t
- Don’t prompt the model for settings that are controlled by configuration.
These are managed through the platform, not the prompt. This includes (but is not limited to):- Authentication
- Voice settings (voice type, gender, speed, etc.)
- Campaign schedule and time windows
- Phone numbers and routing
- Patient demographic fields or identifiers
- Don’t put raw PHI like MRNs, phone numbers, or full addresses in the prompt.
Those are already passed securely by the system when the call runs. - Don’t try to “hack in” configuration via text.
If there’s a setting in the UI, configure it there and use the prompt for behavior, not wiring.
💬 Tips for Great Prompts
- 🗣️ Be conversational – write as if you’re talking to a colleague you’re training.
- ✍️ Avoid jargon – use simple, clear language.
- 🎯 Be specific – list what should happen step-by-step.
- 👤 Imagine the agent is a real person – how would you brief a new staff member?
- 📋 Provide examples – show how to act or react, and what kinds of responses are expected.
💡 Bonus Tip: Don’t overthink it.
You’re giving instructions like you would to a coworker: who it’s calling, why it’s calling, what to say first, what to cover, what to do if things go off-script, and how to wrap up.
✅ How to Structure a Good Prompt (Step-by-Step)
Use this as a template every time you design a new voice agent.🧾 1. Start with the Role and Purpose
Begin your prompt by telling the agent:- Who it is (its role/persona)
- Who it’s calling (the type of patient)
- Why it’s calling (the purpose of the call)
“You are a friendly, knowledgeable care coordinator calling on behalf of [Clinic Name].
You’re reaching out to check in with patients who recently started a new specialty medication.
Your goal is to make sure they’re doing okay, answer any basic questions, and encourage them to stay on therapy.”
🧠 2. Provide Context About Patient Info or History
If you have high-level patient details, include that context so the agent can personalize the conversation. This makes the call feel more natural and empathetic. 🔒 Do not manually include sensitive identifiers (phone, MRN, full address) in the prompt — those are already passed securely behind the scenes. ✅ Instead, describe summary-level context or relevant history that’s available in the profile. Tip: Imagine the AI as your assistant scanning the chart before calling.What 1–3 things should they know to handle the call well? Example:
“Look at the patient profile and see that they:
– Recently started Trulicity for Type 2 diabetes
– Missed their last follow-up appointment
– Live in a rural area and may have transportation issues
– Previously asked about side effects like nausea”
📞 3. Tell the Agent What to Say First
Write the opening greeting. This sets tone and trust. Keep it:- Warm
- Professional
- Short and clear
“Hi [First Name], I’m calling from [Clinic Name] to follow up on how you’re doing since starting Dupixent. Do you have a few minutes to chat?”
🧭 4. Explain What the Agent Should Cover
Outline the main goals of the call in a checklist. This is your mini process map:- What to cover
- In what order
- How to respond to key situations
- Use bullet points
- Keep each step action-focused
- If you have a RAG server / knowledge base, reference it directly
“During this call, you should:If you have a knowledge base:
• Ask how the patient is feeling overall
• Check if they’ve had any trouble with the medication (e.g., nausea, fatigue)
• If they report symptoms, say:
‘Thanks for sharing. I’ll let the nurse know so they can follow up.’
• Offer to answer common questions or refer them to the nurse
• Remind them of their upcoming refill date
• If needed, ask if they’d like help contacting the pharmacy
• Offer encouragement and wrap up warmly”
“If the patient asks about side effects or FAQs, refer to the [Medication FAQ RAG server] for accurate information. Do not invent or guess.”
🚨 5. Tell the Agent How to Handle Uncertainty or Escalation
Define how the agent should behave if:- The patient is confused or emotional
- The patient asks a clinical question
- The patient asks about billing, insurance, or something outside its scope
“If the patient sounds unsure or asks about side effects, let her know you’ll connect her with a nurse.You can also define specific escalation triggers (e.g., “suicidal ideation”, “severe pain”, “emergency”).
Don’t guess. Be empathetic and thank her for sharing.
If she asks about billing or insurance, let her know a care team member will follow up.”
👋 6. Add the Wrap-Up and Goodbye
Tell the agent how to end the call once it has covered the main goals. Tips:- Always include a thank you
- Offer reassurance
- End with a clear, polite goodbye
“Say something like:
‘Thanks so much. We’re here to support you anytime. Take care!’
Then politely end the call.”
🔹 How to Explain a Process to the Agent
Use a process map in plain English — explain the call step-by-step in the order it should happen. Imagine walking a new hire through the workflow:“First, greet the patient and introduce yourself.You’re not writing code — just describing the flow. Best Practices:
Then ask how they’re doing with the new medication.
If they say they’re fine, offer support and remind them of their refill date.
If they mention problems, ask if they want to speak to a nurse.
Finally, thank them and hang up.”
- Use clear markers like:
[STEP 1],[IF YES],[IF NO],[WRAP-UP] - Cover:
- The primary path (what usually happens)
- The fallback paths (what to do if they say “no,” get confused, or report a problem)
- Keep it realistic — you don’t need to script every word
- If there’s a knowledge base, include:
“Refer to the [Guideline / FAQ] for details on this medication.”
📋 Sample Process Map (in Plain English)
Use Case: Refill Reminder + Check-In for Side Effects System Prompt Example:“You are a helpful care navigator from [Clinic_Name] calling a patient.[STEP 1] – Open the Call
You are a friendly, knowledgeable care coordinator calling on behalf of [Clinic Name].
You’re reaching out to check in with patients who recently started a new specialty medication.”
“Hi [Patient_Name], I’m calling from [Clinica_Name] just to check in — is now a good time?”[STEP 2] – Main Flow (If They Agree to Chat)
- Ask if they’re still taking their medication as prescribed
-
Ask if they’ve experienced any side effects
- [IF YES]:
- Acknowledge and express empathy
- Say:
“Thank you for letting me know. I’ll notify your nurse to follow up.”
- [IF YES]:
- Remind them they’re due for a refill in [X] days
- Ask if they’d like help contacting the pharmacy
“Thanks so much for your time. We’re here if you need anything. Take care!”[IF NOT AVAILABLE / DECLINES]
“No problem at all. We’ll try again later. Take care!”
🎯 Summary
When in doubt, ask yourself:“If I were briefing a new care coordinator on this call, what would I tell them?”Write that down in clear steps — that’s your prompt.
Althea Voice Agents handle the rest.