> ## Documentation Index > Fetch the complete documentation index at: https://docs.altheahealth.io/llms.txt > Use this file to discover all available pages before exploring further. # Prompting # 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) This helps the agent set the right tone — supportive, educational, or more transactional. **Tip:** Think of this as a quick “briefing” before the call, just like you would give a new team member. **Example:** > “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 **Example:** > “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 **Tips:** * Use bullet points * Keep each step action-focused * If you have a RAG server / knowledge base, reference it directly **Example:** > “During this call, you should:\ > • 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 you have a knowledge base: > “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 The key rule: **the agent should never guess.** **Example:** > “If the patient sounds unsure or asks about side effects, let her know you’ll connect her with a nurse.\ > 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.” You can also define specific escalation triggers (e.g., “suicidal ideation”, “severe pain”, “emergency”). *** ### 👋 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 **Example:** > “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.\ > 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.” You’re not writing code — just describing the flow. **Best Practices:** * 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.\ > 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.” **\[STEP 1] – Open the Call** > “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.” * Remind them they’re due for a refill in **\[X] days** * Ask if they’d like help contacting the pharmacy **\[WRAP-UP] – Closing** > “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.