Documentation Index
Fetch the complete documentation index at: https://help.verbu.com/llms.txt
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Your agent reads your instructions every time it picks up a call or chat. You can also choose how chatty, formal, and patient it should be.
You’ll find this under Behaviour and instructions on your agent.
What the agent already does on its own
You don’t need to write instructions for ordinary conversation. The agent sounds like a person, stays honest about what it knows, and keeps a natural rhythm.
Use the instructions for what’s specific to your business.
The agent adapts to the channel automatically
The same agent can take phone calls, chats, and emails. It knows how to behave for each one:
- On the phone it speaks naturally with pauses. It reads numbers, dates, and prices the way you’d say them out loud (“Thursday the 14th of May”, not “14/05”).
- In chat it structures answers with short paragraphs, bold words, and links. Long URLs become clean inline labels. There’s breathing room between thoughts.
You don’t need to do anything to make this work.
Languages — one or many
If you’ve set up multiple languages under Voice and language, the agent switches between them automatically mid-conversation. If a caller starts in English halfway through a Danish call, the agent just continues in English without asking.
You don’t need to mention language switching in your instructions. It just works.
What you should write
Use the instructions for what the agent can’t know on its own — the things that make you you:
- Who the agent works for, and what role it plays
- What you sell or help with
- Things it must not do or promise
- Specific words you use about your products
- How you’d like it to handle common situations
A good example:
You work as a receptionist for Acme Dental. Be friendly and slightly formal.
Never quote a price without checking with a dentist first.
If the caller has acute pain, transfer them to the on-call dentist immediately.
We call customers by their first name when we have their record on file.
Keep it short. Three to five sentences usually works best. If the list keeps growing, ask whether some of it belongs in Agent knowledge and training instead.
What you shouldn’t write
- “Be friendly” — it already is
- “Listen before you reply” — it already does
- “Don’t say you’re an AI” — it doesn’t
- Long product explanations — those belong in Agent knowledge and training
- Word-for-word scripts — instructions are guidelines, not a screenplay
Style
Below the instructions you’ll find three sliders. They shape how the agent sounds.
Chattiness
| Setting | How it sounds |
|---|
| Brief | Short, precise answers. Few words. Best for callers in a hurry. |
| Friendly | A bit warmer. Confirms and reassures. The default for most teams. |
| Informative | Explains in several sentences. Good for complex topics or new customers. |
| Setting | How it sounds |
|---|
| Casual | ”Hi, what’s up?” Natural. Like a friend helping out. |
| Professional | ”Good afternoon, this is Sarah from Acme.” Still warm, just more measured. |
Pacing
| Setting | How it sounds |
|---|
| Efficient | Fast. Few pauses. Gets to the point. |
| Natural | Like a normal conversation. The default. |
| Patient | Lets the caller finish. More pauses. Repeats when needed. |
How to test your way in
- Pick the defaults (Friendly, Professional, Natural) the first time.
- Use the Test button and call your agent with three or four realistic questions.
- Listen — not for errors, but for feel. Does it sound like you?
- Only move one slider at a time. Can you hear the difference?
Most of the work happens in the instructions, not the sliders.
When something still isn’t right
- The agent promises things it shouldn’t: Spell it out plainly. “Never quote a price” works better than “be careful with prices”.
- It sounds cold: Move Chattiness up to Friendly, or add “Be warm and welcoming”.
- It talks too long: Move Chattiness down to Brief, or add “Keep answers short — max two sentences”.
- It interrupts callers: Pick Patient under Pacing.
- It says “Did that answer your question?” every time: Add “Only ask if my answer landed if the caller sounds unsure.”
- It uses the wrong words for your products: Add them under Pronunciation, and put your glossary in Agent knowledge and training.
Next steps
