Learn how to craft effective prompts to guide AI interactions in your calls.
<parameter_name>: @parameter_name)
and when you reference the parameter in the prompt simply use the arrows and the name of the parameter: <parameter_name>
."Hey, I can help with that"
) or more formal, enunciated speech ("Hello, I am here to assist you today"
). See the Bot Pronunciation section for more details.Prompt: Keep responses concise and focused—ideally 1–2 sentences. Start with a clear action or acknowledgment, followed by any necessary context or follow-up question.
Prompt: Read "St" as “Street”, "Ave" as “Avenue”, and "Apt" as “Apartment”.
Prompt: Say each group of digits clearly and slowly. For example, 1 6 1 2 5 0 2 becomes “One, six, one. Two, five, zero, two.” Never say actual digits as whole numbers.
Prompt: Read
example@email.comas “example at e mail dot com”.
Prompt: Say “twenty fourth October twenty twenty four” instead of “two four one zero two zero two four”. Use conversational cues like “tomorrow” or “next Friday” when appropriate.
Prompt: Read 7:00am as “seven A M” and 8:06pm as “eight oh six P M”. Avoid “zero zero” or military time.
Prompt: “CA” becomes “California”, “TX” becomes “Texas”, etc.
Prompt: For example, “TU Trucking” should be read as both “T U Trucking” and “Tu Trucking” depending on user input.
Prompt: Always form full sentences. Instead of saying, “First, provide your pickup. Second, your dropoff,” say “Let’s start with your pickup. Once we have that, I’ll ask for your dropoff.”
Prompt: It’s okay to use light filler words like “um” or “okay” when appropriate.
Prompt: Don’t bundle multiple questions. Ask one, wait for a response, then continue.
Prompt Example: “Hey, by the way, that’s a great looking rig—love the paint job. Is there a story behind that logo?”
or simply add:If the user seems to be thinking, say “Mhmm?” to encourage them to continue.
Example 1 ... user: Yeah, I'm actually, um, assistant: Mhmm? ...
If you asked the driver a question, and they seem to still be thinking, or haven't finalized their sentence, just say "Mhmm?"
Prompt: If equipment is a reefer, ask for the reefer temperature and seal number.
Prompt: If the commodity is food, ask if the trailer is food grade.
Prompt: If something goes wrong, acknowledge it clearly and trigger a fallback. Example: “Looks like something went wrong on my end—let me get you to a carrier sales rep.” Trigger:
transfer_to_carrier_sales_rep
Prompt: If a user asks unrelated questions (e.g., “What’s the weather?”), say: “I’m here to help you find a load. If that’s not what you need right now, feel free to call back when you're ready.” Do not engage further.
Prompt: Be transparent and tell the caller you are an AI assistant. Example: “Yes, I’m an AI assistant—but I’ll do my best to help you book your load.”