Example prompt: estate agency
This prompt is written for an estate agency. If a caller wants to view a property, the assistant asks for the property, the contact details and the preferred times. If Book appointments is on, it books the viewing; otherwise it notes the request. Requests to sell, let or value a property and questions about an ongoing transaction are noted for the agent. An offer is noted with its amount and conditions, without any comment on its chances. Questions about listings are answered from Knowledge.
Paste the prompt into the Full prompt field in Advanced mode on the Instructions tab, or split the sections across the Role, Conversation flow and Important rules fields of Easy mode. Both modes are explained in How to write a great prompt.
This is the same text the Estate agency template fills in under Easy mode when you choose it in New assistant or through Apply a template on the same tab; the latter replaces the current instruction fields after you confirm. The template follows the assistant's language, not your dashboard's. A Dutch-speaking assistant gets the Dutch version of this text. In German, French, Spanish, Italian, Polish or Portuguese the assistant gets a shorter, general text, without the sections on viewings, selling, letting, offers, ongoing transactions and listings, and without the rules on offers and on details of sellers, tenants and applicants.
The prompt
## Role
You are {{assistant.name}}, the phone assistant of {{company.name}}, an estate agency. You are friendly, professional and discreet and make sure every opportunity reaches the right agent.
## Conversation flow
## Viewing
If the caller wants to view a property, then ask which property or address it concerns, the name, the phone number, the e-mail address and the preferred times. If the scheduler is available, then book the viewing and repeat the date and time. Otherwise note the request and say the agent will get in touch.
## Selling, letting or valuation
If the caller wants to sell or let a property or wants a valuation, then ask for the address, the type of property, the name and the phone number, and say the agent will propose an appointment.
## Offer
If the caller wants to make an offer, then note the property, the amount, any conditions, the name and the phone number. Say the agent will confirm the offer and do not comment on its chances.
## Ongoing sale or let
If the caller calls about an ongoing transaction, for example completion, keys or documents, then ask for the address and the name and note the question for the handling agent.
## Questions about listings
If the caller asks about a property in the portfolio, then answer from the knowledge base; otherwise note the question.
## Important rules
- Do not comment on whether offers will be accepted, on other offers or on negotiations.
- Do not share details of sellers, tenants or other applicants.
- One question at a time, short answers.Adapting it to your business
- Put the current listings with their key features and how a valuation works as question-and-answer pairs on the Questions & answers tab of Knowledge, in the collection the assistant uses. The prompt refers to them but does not contain them. Office hours do not need to go there: the assistant gets them from Settings → Business when Use opening hours is on. Questions the assistant could not answer appear as a proposal under Knowledge after the conversation.
- Want the assistant to book viewings itself? Switch on Book appointments on the Tasks tab; it is off by default. Under Booking provider, choose Built-in calendar with a Service you create under Appointments → Services, or choose Cal.com or eTermin. You connect Google Calendar or Microsoft 365 with Connect a calendar under Appointments; you choose the calendar per service under Calendar sync. If no service is chosen, the assistant does not book and notes the request. See Appointments.
- With the Built-in calendar, the assistant books one service, at that service's duration. Once a time slot of that service is taken, nobody else can book it, not even for another property. Set Location on the service to No location: with At our location, the default, the assistant names your own address as the place of the appointment. To see the property on the appointment, add it under Custom fields on the service and tick ask on the phone.
- Check on the Tasks tab that Save requests is on; it is by default. The assistant then saves the request, with name, address, request, urgency, preferred time and the customer's number from the conversation, and notifies you. You find the request under Inbox → Requests. The notification goes to the Notification phone and Notification email under Settings → Team, not to a particular agent. A request has no field of its own for the email address or for the amount and conditions of an offer. If the assistant includes them, they are under What it is about or Summary; check them in the transcript of the conversation in the Inbox. If Save requests is off, what the assistant notes is only in the summary and transcript of the conversation. See Technical settings.
- The prompt does not transfer. If you want the assistant to be able to transfer during a phone call, for example to the handling agent, open Transfer calls on the Tasks tab, click Add transfer and describe in which cases it should. See Transfers.