Prompting Guide - Outbox AI

Overview

A well-crafted prompt is the foundation of every successful AI agent. This guide walks you through the essential components of great prompts, from basic structure to advanced techniques that will make your agents feel truly human.

Quick Start: When creating a new agent, simply add a description in the “Create Agent” modal and Outbox AI will automatically generate a professional prompt for you! You can then refine it using the guidance below.

AI-Powered Prompt Generation

Outbox AI makes prompt writing easier with built-in AI assistance.

When Creating an Agent

When you create a new agent, add a description of what you want the agent to do. Outbox AI will automatically generate a complete, professional prompt based on your description. Example Description:

I need a receptionist for my dental practice that can book appointments,
answer common questions about our services, and handle emergency inquiries
with a friendly, professional tone.

The AI will generate a fully structured prompt with all the necessary sections, ready for you to customize.

Generate Button

Already have an agent? Use the Generate button to let AI adjust your existing prompt based on new instructions. How it works:

Click the Generate button in the prompt editor
Describe what you want to change or improve
AI rewrites your prompt with the updates
Review and save the changes

Example:

“Make the tone more casual and friendly”
“Add a section about our new pricing tiers”
“Include instructions for handling refund requests”

The Generate button is perfect for iterating on your prompts without starting from scratch!

Prompt History

Every save creates a prompt history entry so you can track changes and recover earlier versions when needed. What it gives you:

A revision trail of prompt updates over time
Safer experimentation with new instructions
Fast rollback when a new version underperforms

Suggested workflow:

Make one focused change (tone, objection handling, tool rules, etc.)
Save and test with realistic scenarios
Compare outcomes
Restore a previous version from Prompt History if needed

Use Prompt History together with scores/summaries in logs to identify which prompt revisions actually improved outcomes.

General Prompt Structure

Break your prompt into six key sections for maximum clarity and effectiveness.

1. Role & Objective

Define who the agent is and what they should accomplish.

Role

Who is the agent?State the business name, location, and the agent’s specific function.Examples:

“You are the inbound receptionist for Elite Fitness, Perth, Australia.”
“You are a customer service agent for Bright Solar Solutions.”
“You are the sales assistant for CrossFit Downtown, helping prospects book their first class.”

Objective

The single outcome you want on each call or chat.Make it crystal-clear. Every conversation should drive toward this goal.Examples:

“Your goal is to book a free consultation appointment.”
“Your objective is to qualify the lead and determine if they’re a good fit.”
“Your purpose is to upsell existing members to the premium tier.”

Keep it to ONE primary objective per agent. Multiple objectives create confusion.

2. Sales Script (Flow Blocks)

Break your script into logical chunks rather than writing one long paragraph. This makes the agent’s decision-making faster and more accurate.

Key Checkpoints

Structure your conversation flow with clear milestones:

Greeting – How should the agent open the conversation?
Discovery questions – What information do you need to gather?
Pitch – How do you present the offer or solution?
Close/next step – How do you move toward the objective?

Example:

## Conversation Flow

### 1. Greeting

"Hi! Thanks for reaching out to Elite Fitness. How can I help you today?"

### 2. Discovery

Ask about:

- Their fitness goals
- Previous gym experience
- Preferred workout times

### 3. Pitch

"Based on what you've told me, our [SPECIFIC MEMBERSHIP] would be perfect.
It includes [RELEVANT BENEFITS]."

### 4. Close

"I can get you booked in for a free tour this week.
Does Tuesday or Thursday work better for you?"

Conditional Branches

Handle different scenarios with clear if/else logic: Example:

## Conditional Logic

**If** the caller only wants pricing:

- Provide the basic price
- Emphasize value ("That includes unlimited classes plus...")
- Offer a free trial to see the facility

**Else if** the prospect isn't the decision-maker:

- Get the decision-maker's name and number
- Offer to send information via email
- Schedule a follow-up call when both parties are available

**Else if** they're calling about a specific promotion:

- Confirm the promotion details
- Create urgency ("This offer ends Friday")
- Book them in immediately

Clear branches prevent the agent from rambling or mixing up scenarios.

Extras

Include special data the agent needs so it never has to ask you:

Today’s class schedule
Current promotions and expiry dates
Staff availability
Temporary closures or changes

Example:

## Current Schedule

**Monday-Friday:** 5am - 9pm
**Saturday:** 7am - 5pm  
**Sunday:** 8am - 2pm

**Special Note:** We're closed December 25-26 for Christmas.

## Active Promotions

**New Year Special:** 50% off first month (expires Jan 31)
**Referral Bonus:** Existing members get $50 credit for each referral

3. FAQs

Present common questions and model answers. Use simple Q ➜ A pairs—tables aren’t necessary. Format:

## Frequently Asked Questions

**Q:** What's the address?  
**A:** 1920 St George's Terrace, Perth, 6000 WA.

**Q:** How much is membership?  
**A:** We have three tiers:

- Basic ($29/week) - Access during off-peak hours
- Standard ($45/week) - Unlimited access + group classes
- Premium ($65/week) - Everything plus personal training sessions

**Q:** Do I need to sign a contract?  
**A:** No lock-in contracts. You can pause or cancel anytime with 14 days notice.

**Q:** What should I bring to my first class?  
**A:** Just comfortable workout clothes, a water bottle, and a positive attitude!
We provide all equipment.

Include anything callers ask repeatedly: opening hours, cancellation policy, current promos, parking information, what to wear, etc.

4. Common Objections & Rebuttals

List the top push-backs your staff hear and give the agent a winning response. Format:

## Handling Objections

**"I need to think about it."**  
→ "Of course! Would a quick follow-up call tomorrow help you decide?
I can also send you our member testimonials if that'd be helpful."

**"That's too expensive."**  
→ "I totally understand. Keep in mind that breaks down to just $6.50 per day—
less than a coffee! Plus we offer flexible payment plans.
Would fortnightly payments work better for your budget?"

**"I don't have time right now."**  
→ "No problem! Most of our members felt the same way at first.
Our early morning sessions at 5am and late evening slots at 8pm
are super popular with busy professionals.
Would one of those times suit you better?"

**"I'm not sure I'll actually use it."**  
→ "That's exactly why we offer the free 7-day trial!
Come try a few classes with zero commitment.
Most people who try it end up loving it.
Can I book you in for a trial this week?"

Don’t script defensive or argumentative responses. Keep rebuttals positive and solution-oriented.

5. Tonality & Personality

Define how the agent should sound. This is what makes the difference between a robotic interaction and a natural conversation. Key Elements:

## Tone & Personality

**Voice & Style:**

- Friendly Australian vibe, informal but respectful
- Use casual language ("Hey," "no worries," "awesome!")
- Mirror the caller's energy level

**Natural Speech:**

- Natural fillers are allowed ("um," "ah," "well," "let me check that for you")
- Never sound robotic or overly scripted
- Pause naturally when thinking or looking something up

**Numbers & Formatting:**

- Write numbers as words where possible (e.g., "twenty-five," not "25")
- Say dates conversationally ("Tuesday the fifteenth" not "15/01/2025")

**Handling AI Questions:**

- Don't announce you're AI up-front
- Never lie if asked directly
- If asked, respond: "I'm an AI assistant helping the team.
  I can handle most questions, but I'm happy to connect you with
  a human if you'd prefer."

Example: Professional & Formal

“Good morning, thank you for contacting [COMPANY]. This is [AGENT NAME], how may I assist you today?”

Use complete sentences
Avoid slang or colloquialisms
Maintain respectful distance

Best for: Legal, medical, financial services, B2B

Example: Casual & Friendly

“Hey! Thanks for reaching out. What can I help you with?” - Use contractions (“I’m,” “we’re,” “that’s”) - Inject personality and warmth - Be conversational Best for: Fitness, hospitality, retail, consumer services

Example: Energetic & Sales-Focused

“Hi there! Super excited to hear from you! Let’s find the perfect solution for what you need!” - High energy and enthusiasm - Action-oriented language - Create urgency and excitement Best for: Sales calls, limited-time offers, event bookings

Example: Empathetic & Supportive

“Thanks for calling. I’m sorry to hear you’re having trouble. Let me help you sort this out.”

Acknowledge emotions
Show patience and understanding
Problem-solving focus

Best for: Customer support, technical help, complaints handling

6. Response Style Guidelines

Control how the agent structures its responses and manages the conversation flow. Guidelines:

## Response Style

**Brevity:**

- Keep replies concise—no rambling
- Get to the point quickly
- One idea per response

**Questioning:**

- Ask ONE clear question at a time, then wait
- Don't overwhelm with multiple questions
- Let the caller finish before moving on

**Confirmation:**

- Confirm key details before progressing
- Repeat back: dates, email addresses, phone numbers, spelling of names
- Example: "Just to confirm, that's J-O-H-N at john@email.com, correct?"

**Closing:**

- End every successful interaction with the agreed next step
- Example: "Perfect! I've got you booked for Tuesday at 3pm.
  You'll receive a confirmation email in the next few minutes.
  Looking forward to seeing you then!"

**Errors & Uncertainty:**

- If unsure, admit it rather than guessing
- Offer to find out: "Let me check with the team and call you back"
- Provide alternatives when you can't do exactly what's requested

Pro Tip: Test your agent with intentionally vague or confusing inputs to see how well it handles uncertainty.

Dynamic Variables

Dynamic variables let your agent personalize every conversation without hard-coding details. They behave like mail-merge tags: write the variable once, and Outbox AI swaps in the live value when the conversation starts. Dynamic variables work in both chat and voice agents, allowing you to reference contact information, company details, and custom data throughout your prompts.

Voice calls include automatic context: Outbox AI injects summaries of the last 3 answered calls, the current time, and the caller’s phone number. You don’t need to add these as variables. Chat agents also receive the current time in context—no separate time tool is required.

Variable Structure

Dynamic variables use a structured format organized by category: Contact Variables:

Access information about the current contact
Format: {{contact.field_name}}
Includes custom fields assigned to contacts

Company Variables:

Access company-specific information
Format: {{company.field_name}}
Includes custom values set at the company level

Contact Variables

Use contact variables to personalize conversations with information about the current contact: Standard Contact Fields:

{{contact.first_name}} – Contact's first name
{{contact.last_name}} – Contact's last name
{{contact.email}} – Contact's email address
{{contact.phone}} – Contact's phone number
{{contact.company_name}} – Contact's company (for B2B)
{{contact.time_zone}} – Contact's timezone
{{contact.location}} – Contact's city or region

Custom Fields: Custom fields that you’ve created in Company Settings can be accessed using:

{{contact.custom_field_name}} – Any custom field assigned to contacts

For example, if you created a custom field called membership_type, you would reference it as:

{{contact.membership_type}}

Company Variables

Use company variables to reference company-specific information that can be updated once and used across all agents: Standard Company Fields:

{{company.name}} – Company name
{{company.address}} – Company address
{{company.phone}} – Company phone number
{{company.email}} – Company email address

Custom Values: Custom values that you’ve set in Company Settings can be accessed using:

{{company.custom_value_name}} – Any custom value set at the company level

For example, if you created a custom value called company_address, you would reference it as:

{{company.company_address}}

Why use Custom Values? If your company address changes, you only need to update it once in Company Settings rather than updating every agent prompt individually.

Example Usage

Voice Agent First Message:

"Hi {{contact.first_name}}, this is Sarah from {{company.name}}.
I'm calling about your inquiry regarding our {{contact.membership_type}} membership.
Our office is located at {{company.company_address}}.
Do you have a quick minute to chat?"

Chat Agent Prompt:

You are a customer service agent for {{company.name}}.

When greeting customers, use their name: "Hi {{contact.first_name}}!"

Our office address is {{company.company_address}}.
If customers ask about our location, provide this address.

Appointment Reminder:

"Hey {{contact.first_name}}! Just a friendly reminder that you've got
a session booked with us tomorrow. Looking forward to seeing you at
{{company.company_address}}!"

Syntax Rules

Format: {{category.field_name}} (e.g., {{contact.first_name}} or {{company.name}})
Categories: Use contact. for contact fields, company. for company fields
Custom Fields: Access custom contact fields with {{contact.custom_field_name}}
Custom Values: Access custom company values with {{company.custom_value_name}}
Case: Keep field names lowercase with underscores
Instant preview: Once you type the tag and click Save, it appears in the Agent Context panel

Adding Variables Mid-Build

Insert the Tag

Type {{contact.field_name}} or {{company.field_name}} anywhere in your prompt or first message

Save & Reload

Click Save. New fields appear under Agent Context

Test with Sample Values

Fill in test values to preview how the agent will sound

Populate in Workflow

For outbound calls/chats, supply the live values when configuring the action in your automation

Outbound vs Inbound

Outbound Calls/Chats:
Dynamic variables work immediately. Supply contact values when you configure the outbound action in your workflow. Company variables are automatically available. Inbound Calls/Chats:
Contact variables won’t populate automatically. Instead:

Trigger a Find or Create Contact tool at the start of the conversation
Pass returned details into the prompt
Create a new contact on the fly if none exists

Company variables are always available for both inbound and outbound conversations.

For inbound conversations, you’ll need to fetch contact data from your CRM first before contact variables can be populated. Company variables work immediately.

Markdown Formatting

Writing a single block of text works—but wrapping your prompt in Markdown makes every section clearer for you and the AI model. Better structure means faster, more accurate answers.

Built-in Markdown Viewer: Outbox AI includes a built-in markdown viewer that shows you exactly how your prompt will be rendered. Use it to preview your formatting as you write—no need to switch between tools!

Why Bother with Markdown?

Faster Navigation

Creates visible headings and sections so the model can jump straight to the right part

Clear Logic

Keeps if/else branches separate so they don’t bleed into each other

Easy Maintenance

Makes it easier to spot gaps or typos before you save

Better Performance

Well-structured prompts get better, more consistent results

Markdown in 60 Seconds

Here are the key elements you’ll use most:

# Heading 1

## Heading 2

### Heading 3

A blank line starts a new paragraph.

**bold** for important phrases

_italic_ for softer emphasis or asides

> Block quote to indent reference text or examples

- Bullet list item
- Another bullet

1. Ordered list item
2. Another ordered item

[Link text](https://example.com)

`inline code` for technical terms

Your Workflow

Draft Your Prompt

Write your prompt directly in Outbox AI’s prompt editor, or draft it in any text editor you’re comfortable with

Preview with Built-in Viewer

Use Outbox AI’s built-in markdown viewer to see exactly how your prompt will be rendered. The viewer shows your formatted prompt in real-time as you type

Refine the Structure

Tweak headings, lists, and spacing until the preview looks crystal-clear. You can also use external tools like Markdown Live Preview if you prefer

Save and Test

Once your markdown looks perfect, save your prompt and test it with your agent

Need a quick refresher? Keep MarkdownGuide.org open in another tab.

Example Structure (Snippet)

Here’s what a well-structured prompt looks like:

# Role & Objective

You are the inbound receptionist for Elite Fitness, Perth, Australia.
Your goal is to book free trial appointments for prospective members.

## Conversation Flow

### 1. Greeting

"Hi! Thanks for reaching out to Elite Fitness. How can I help you today?"

### 2. Discovery

Ask about their fitness goals and preferred workout times.

### 3. Pitch

"Based on what you've told me, I think you'd love our [SPECIFIC PROGRAM]."

### 4. Close

"I can get you booked in for a free trial this week.
Does Tuesday or Thursday work better?"

## FAQs

**Q:** What time do you open?  
**A:** We're open 5am – 9pm Monday–Friday, 7am – 5pm Saturday.

**Q:** Do I need to bring anything?  
**A:** Just comfortable workout clothes and a water bottle!

## Conditional Logic

**If** caller only wants pricing:

- Provide the basic price
- Emphasize value ("That includes unlimited classes...")
- Offer a free trial

**Else if** caller asks about a specific program:

- Explain that program's benefits
- Mention success stories
- Book them in

The model now sees clear blocks—no hunting for information.

Voice-Specific Caveat (11 Labs and Similar)

When the sentence is inside quotes—the part the agent will actually speak—leave out bold or italic markers.

Otherwise the speech engine may:

Drop the formatted words altogether, or
Read out the asterisks (“asterisk Outbox AI asterisk”)

Bad:

"Thanks for calling **Elite Fitness**!"

Good:

**Agent should say:**  
"Thanks for calling Elite Fitness!"

Keep formatting outside quoted dialogue and you’ll avoid those glitches.

Sublime Text for Bulk Edits

Manually swapping out dozens of variables in a template is painful. Sublime Text (free to download, cross-platform) lets you blitz through those changes in seconds.

Download Sublime Text

Free, cross-platform text editor with powerful find-and-replace features

Install & Open

Download Sublime Text from the official website
Launch the application
Paste or open your prompt template (e.g., your CrossFit gym outbound-call script)

Multi-Replace in a Single Hit

Open Find Bar

Press ⌘F (Mac) or Ctrl+F (Windows/Linux)

Enable Regex Mode

Click the .* button to enable regular-expression mode

Enter Search Pattern

Type the exact token you want to change. Escape special characters with a backslash.Example: To target {{gym_name}}, search for:

\{\{gym_name\}\}

Replace All

Click “Replace All” and enter the new value—every occurrence updates instantly

Copy Back

Copy the fresh template back into Outbox AI

Example: Updating Multiple Variables

If you have a template with {{gym_name}}, {{gym_address}}, and {{gym_phone}} that you need to update for a new client:

Find: \{\{gym_name\}\} → Replace: “Elite Fitness”
Find: \{\{gym_address\}\} → Replace: “123 Fitness St, Perth”
Find: \{\{gym_phone\}\} → Replace: “(08) 1234 5678”

Done in seconds instead of hunting through the document manually!

Pro Tip: Save your template with placeholder variables (like {{ COMPANY_NAME }}) and use Sublime Text to create customized versions for each new client.

Best Practices

Start with the AI Generator

Don’t start from scratch! Use the AI-powered prompt generation when creating a new agent, then refine the output. It’s faster and gives you a solid foundation.

Test Early, Test Often

Don’t wait until your prompt is “perfect” to test it: 1. Write a basic version 2. Test with real scenarios 3. Note where it fails or sounds awkward 4. Refine those specific sections 5. Test again Iteration beats perfection.

Use Real Customer Language

Listen to actual calls or read real customer messages. Copy the exact phrasing they use: - ✅ “Do you guys do personal training?” - ❌ “Are one-on-one coaching sessions available?” Match their language in your FAQs and responses.

Keep Sections Modular

Build your prompt in distinct sections so you can: - Swap out FAQs without touching the main script - Update pricing without rewriting objections - Test different tonality without breaking the flow Modular = maintainable.

Document Your Changes

When you update a prompt, note what you changed and why:

markdown ##       Changelog **2025-01-15:** Added Solar Savings tool **2025-01-10:** Updated       pricing to reflect new membership tiers **2024-12-20:** Softened tone in       objection handling

Helps you track what works and what doesn’t.

Common Mistakes to Avoid

❌ Too Vague

Bad: “Be helpful and answer questions.”Good: “You are a customer service agent for ABC Company. Your goal is to resolve customer issues within the first interaction. Always confirm the issue is resolved before ending the call.”Specificity creates consistency.

❌ Too Rigid

Bad: “Follow this script exactly, word for word.” Good: “Use this script as a guide. Adapt your phrasing to match the caller’s style, but always hit these key points: [list].” Flexibility sounds more human.

❌ Forgetting Edge Cases

Missing: What if they don’t want to book? What if they hung up by accident? What if they’re angry? Include: “If the caller is upset, acknowledge their frustration first. ‘I understand that’s frustrating. Let’s sort this out together.’” Cover the unhappy paths.

❌ Overly Complex Formatting

Bad: Tables, nested lists, excessive bolding in spoken dialogue Good: Simple Markdown, clear sections, formatting only for structure (not in quotes) Simple = reliable.

❌ Ignoring Feedback

Bad: Writing a prompt and never updating itGood: Reviewing conversation logs weekly, noting repeated issues, and refining the promptYour first version will never be your best version.

Troubleshooting

Agent Sounds Robotic

Problem: Responses feel stiff and unnatural.Solutions:

Add more conversational filler words (“um,” “ah,” “let me check”)
Use contractions (“I’m,” “we’re,” “that’s”)
Include friendly phrases (“no worries,” “sounds good,” “awesome!”)
Test with a more casual tone setting

Agent Ignoring Instructions

Problem: The agent isn’t following key parts of your prompt. Solutions: - Move critical instructions to the top of the prompt - Use bold headings for important sections - Repeat key rules in multiple sections if necessary - Simplify complex conditional logic - Use the Generate button to restructure

Agent Rambling

Problem: Responses are too long and lose the caller. Solutions: - Add to Response Style Guidelines: “Keep answers under 2-3 sentences” - Explicitly say: “Ask ONE question at a time, then wait” - Include examples of concise responses in your script

Variables Not Populating

Problem: Dynamic variables show as {{ contact.first_name }} instead of actual values. Solutions:

Check syntax: must use structured format {{contact.field_name}} or {{company.field_name}}
Ensure you’re using the correct category (contact. or company.)
For custom fields/values, verify they exist in Company Settings
For inbound calls/chats, add a Find or Create Contact tool first
For outbound calls/chats, verify contact values are passed in the workflow
Company variables should work automatically - if not, check Company Settings
Save and reload to see new variables in Agent Context

Markdown Not Rendering

Problem: Your formatting looks broken in the agent’s responses.Solutions:

Remove formatting (bold/italic) from inside quoted dialogue
Ensure blank lines between sections
Test in Markdown Live Preview first
Keep formatting simple (headings, bullets, quotes only)

Next Steps

Create Your First Agent

Put your new prompting skills to work

Tool Library

Explore available tools to enhance your agents

Voice Agents

Apply these techniques to voice agents

GoHighLevel Integration

Connect your agents to your CRM

Resources

Markdown Live Preview

Test your Markdown formatting in real-time

Markdown Guide

Complete Markdown syntax reference

Sublime Text

Powerful text editor for bulk variable replacement

​Overview

​AI-Powered Prompt Generation

​When Creating an Agent

​Generate Button

​Prompt History

​General Prompt Structure

​1. Role & Objective

​2. Sales Script (Flow Blocks)

​Key Checkpoints

​Conditional Branches

​Extras

​3. FAQs

​4. Common Objections & Rebuttals

​5. Tonality & Personality

​6. Response Style Guidelines

​Dynamic Variables

​Variable Structure

​Contact Variables

​Company Variables

​Example Usage

​Syntax Rules

​Adding Variables Mid-Build

​Outbound vs Inbound

​Markdown Formatting

​Why Bother with Markdown?

Faster Navigation

Clear Logic

Easy Maintenance

Better Performance

​Markdown in 60 Seconds

​Your Workflow

​Example Structure (Snippet)

​Voice-Specific Caveat (11 Labs and Similar)

​Sublime Text for Bulk Edits

Download Sublime Text

​Install & Open

​Multi-Replace in a Single Hit

​Example: Updating Multiple Variables

​Best Practices

​Common Mistakes to Avoid

​Troubleshooting

​Next Steps

Create Your First Agent

Tool Library

Voice Agents

GoHighLevel Integration

​Resources

Markdown Live Preview

Markdown Guide

Sublime Text

Overview

AI-Powered Prompt Generation

When Creating an Agent

Generate Button

Prompt History

General Prompt Structure

1. Role & Objective

2. Sales Script (Flow Blocks)

Key Checkpoints

Conditional Branches

Extras

3. FAQs

4. Common Objections & Rebuttals

5. Tonality & Personality

6. Response Style Guidelines

Dynamic Variables

Variable Structure

Contact Variables

Company Variables

Example Usage

Syntax Rules

Adding Variables Mid-Build

Outbound vs Inbound

Markdown Formatting

Why Bother with Markdown?

Markdown in 60 Seconds

Your Workflow

Example Structure (Snippet)

Voice-Specific Caveat (11 Labs and Similar)

Sublime Text for Bulk Edits

Install & Open

Multi-Replace in a Single Hit

Example: Updating Multiple Variables

Best Practices

Common Mistakes to Avoid

Troubleshooting

Next Steps

Resources