Agents
Configure Model Instructions
Set the identity, prompt, tone, voice, and core behavior of a model.
What Lives In The Instructions Tab
This is where you define the core identity of the model, including:
- model name
- description
- personality
- main instructions or prompt
- outbound phone number
- voice
- human handoff number
- objection handling
- qualification priority
- creativity
What This Tab Really Does
This tab tells Repen how the model should behave before the conversation gets into specific qualification questions or booking logic.
If the model feels off at a high level, this is usually the first place to fix it.
What A Strong Prompt Should Answer
persona
string
Who is the caller supposed to be?
audience
string
Who is the caller speaking to?
goal
string
What is the main outcome of the call?
guardrails
string
What should the model never say or do?
handoff
string
When should the call be handed to a human or moved to a different next step?
Prompt Writing Checklist
- define the role clearly
- define the lead context clearly
- define the desired outcome clearly
- define the boundaries clearly
- define handoff or booking behavior clearly
Slider Guidance
| Setting | Use it for | Customer guidance |
|---|---|---|
Objection Handling | Push level | Increase only if the model gives up too early |
Qualification Priority | Fit determination | Increase if the model is moving too quickly without checking fit |
Creativity | Script flexibility | Lower it if the model drifts too much from your intended script |
Usually because the prompt is too broad, the persona is not clear enough, or the Knowledge tab does not contain enough real offer context.
Long is not the goal. Clear is the goal. A shorter prompt with direct operational instructions is usually better than a long prompt filled with vague brand language.
Use it when there is a point in the flow where a real person should step in, such as hot leads, escalations, or complex objections.
Customers usually get better results when the model prompt uses direct operational language instead of vague branding language.