Agent Prompts

Learn how to configure your AI agents with the right personality, context, and conversation flow to handle different lead sources effectively.

Agent Prompts Overview

Each System Prompt should define the following components to ensure your agent handles conversations effectively and represents your dealership professionally.

Core Elements

Every agent needs these essential components configured properly:

Persona

Agent personality and communication style
Dealership brand voice and values
Professional tone and expertise level

Process Type

In-store interactions and appointment booking
Over-the-phone conversations and follow-ups
Hybrid approaches combining multiple channels

Context & Specialization

Specific lead source characteristics
Target client demographics and behaviors
Deal types (Auto, Powersport, RV, Hybrid)

Tasks & Objectives

Lead qualification criteria and questions
Appointment booking and scheduling
Credit permission and financial discussions
Specific conversion goals

Conversation Management

Structured conversation flow and progression
Direct question handling framework
Objection handling responses and strategies
Approved FAQ responses and knowledge base

Example Conversation Flow Tags

<Message1OpeningResponse>
  Hey @firstName, it's @self.user from @self.leadProvider! I just got your app for auto financing and have all the info I need to get started! Just so I can show you options later today, what kind of @vehicleType's are you most interested in so I can put together some options for you?
</Message1OpeningResponse>

<Message2BudgetPreference>
  Sounds great that's easy! Just to give you some info on who we are so you know who you're dealing with @firstName, we work with 21 national lenders and have access to over 2,500+ vehicles in stock so getting our clients the lowest rate and payment on the vehicle they want is never an issue! Were you thinking of something fully loaded with leather or more basic to keep the cost down?
</Message2BudgetPreference>

<Message3Budget>
  Awesome that wont be an issue at all! Just so I show you options that you can afford comfortably, roughly what kind of monthly payment are you hoping to stay around?
</Message3Budget>

System Prompt Requirements

For each lead source, we start from a proven baseline agent and create a System Prompt tailored to that source.

Each System Prompt should define:

Persona - How the agent should communicate and represent your dealership
Process - Whether interactions are in-store, over-the-phone, or hybrid
Context on the specific lead source - Understanding where the customer came from
Context on the type of client it may encounter - Demographics and behaviors
Context on the deal type - Auto, Powersport, RV, or Hybrid deals
Tasks - Specific goals like qualify the lead, book an appointment, get permission to pull credit
Conversation flow - How conversations should progress naturally
Direct question handling framework - How to respond to specific customer questions
Objection handling list - Responses to common customer concerns
FAQ responses (approved) - Accurate answers to frequently asked questions

Configuration Best Practices

Persona Development

Match your dealership’s brand voice
Consider the lead source’s typical communication style
Balance professionalism with approachability
Ensure consistency across all agents

Context Setting

Be specific about the lead source characteristics
Include relevant customer demographics
Consider the customer’s mindset when they first contact you
Account for their likely questions and concerns

Task Definition

Set clear, measurable objectives
Prioritize the most important goals
Include fallback objectives if primary goals aren’t achievable
Define success criteria for each task

Conversation Flow Design

Plan logical conversation progression
Include natural transition points
Account for different conversation paths
Plan for common interruptions or topic changes

Objection Handling

Identify the most common objections for each lead source
Create empathetic, helpful responses
Provide alternative solutions when possible
Know when to escalate to human team members

Example Response IDs

<Response id="JustLookingForInventory">
  Totally makes sense, @firstName. Most people start by browsing, but the truth is, the best options never make it online. Since you're already interested in seeing some options, I'll just confirm a few quick details and then I can show you what you actually qualify for. No wasted time or guessing.
  Would that work for you? This way I can give you exact payments on the vehicles you really want!
</Response>

<Response id="TooExpensive">
  I totally hear you, @firstName! We have many different options and programs to help our clients get their payments where they are comfortable for them! Would you be open to looking at the options that fit within your budget?
</Response>

FAQ Response Creation

Use approved, accurate information
Keep responses conversational, not robotic
Update regularly as policies or offerings change
Include helpful next steps in each response

Technical Configuration Notes

XML Structure

Agents use XML tags to organize their knowledge and responses:

<Response id="ObjectionType"> for objection handling
<FAQ id="QuestionType"> for frequently asked questions
<Flow id="ConversationStage"> for conversation progression
<Context> for background information and persona details

Response Organization

Group similar responses together
Use clear, descriptive IDs for easy editing
Maintain consistent formatting across all responses
Test each response type thoroughly

Variable Usage

Use customer name variables like @firstName for personalization
Include dealership-specific variables like @dealershipName
Reference relevant vehicle or service information dynamically
Ensure all variables are properly formatted

Proper agent configuration is the foundation of effective automated conversations. Take time to understand your customers and craft responses that feel natural and helpful. Next, learn about Auto Pilot Mode to automate your configured agents.