> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocalls.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Prompt & Tools

> Configure your assistant's knowledge base, tools, variables, and system prompt to define its capabilities and behavior.

Configure the objective of the assistant and the tools it can use during calls.

## Knowledge Base

Give information to the assistant to use as a knowledge base when responding to customers. From website contents, documents, etc.

### Knowledge Base Selection

<AccordionGroup>
  <Accordion title="Choose Knowledge Base" icon="book-open">
    Select a knowledge base store containing relevant information for the assistant to use.

    **Requirements:**

    * Must be created in your [Knowledge Bases](/conversation-design/knowledge-bases) section first
    * Shows status (Active, Processing, etc.) and description
    * Only your own knowledge bases are available

    <Tip>
      Create knowledge bases from website content, PDFs, or custom documents to give your assistant domain-specific information. For comprehensive setup guide including content types, processing status, website scraping, and troubleshooting, see the complete [Knowledge Base Guide](/conversation-design/knowledge-bases).
    </Tip>
  </Accordion>

  <Accordion title="Knowledge Base Mode" icon="brain">
    Choose how the AI will use the knowledge base.

    <CardGroup cols={2}>
      <Card title="Function Call" icon="function">
        **Recommended for most cases**

        Uses a function call to search for information in the knowledgebase, only when needed. More accurate and efficient.
      </Card>

      <Card title="Prompt Injection" icon="syringe">
        **For simple use cases**

        Performs a search after every customer speech. More accurate but can be slower without filler audios.
      </Card>
    </CardGroup>

    <Note>
      **Mode availability:** Speech-to-Speech and Dualplex modes only support Function Call mode.
    </Note>
  </Accordion>
</AccordionGroup>

## Custom Mid-Call Tools

Create and assign your own custom tools that AI can use **mid-call** with the customer.

<CardGroup cols={2}>
  <Card title="Create Custom Tools" icon="plus">
    Build tools tailored to your specific business needs: API integrations, database queries, custom workflows, and external service calls.

    **Quick action:** Direct link to tool creation page.
  </Card>

  <Card title="Assign to Assistant" icon="link">
    Select which custom tools this assistant can use with multiple selection, search by name/description, and real-time assignment.

    **Scope:** Only your own tools are available.
  </Card>
</CardGroup>

<Tip>
  Read the [Custom Tools documentation](/ai-assistants/custom-tools) for detailed guides on creating and configuring custom tools.
</Tip>

## Default Tools

Choose built-in tools that AI can use **mid-call** with the customer.

<AccordionGroup>
  <Accordion title="Multi Call Transfer" icon="phone-arrow-right">
    Route calls to multiple destination phone numbers like different people or departments according to your flow.

    **Use cases:**

    * Escalation to human agents
    * Department routing
    * Specialist handoffs

    **Configuration options:**

    * **Standard mode:** Use regular phone numbers (e.g., +1234567890)
    * **Advanced mode:** Use SIP URI format for SIP providers (e.g., sip:+1234567890\@sip-server)

    **For SIP integrations:**

    * Set transfer to "Advanced" mode
    * Use SIP URI format: `sip:number@sip-server`
    * Verify your SIP provider supports SIP REFER
    * Test with different URI formats if transfers fail

    <Note>
      **Prompt instruction:** Include in your system prompt something like "call the transfer function when the user requests to speak with someone else" to ensure the AI uses this tool appropriately.
    </Note>

    <Tip>
      If transfers aren't working, see our [SIP Integration troubleshooting guide](/troubleshooting/sip-integration#transfer-phone-call-not-working) for detailed solutions.
    </Tip>
  </Accordion>

  <Accordion title="End Call" icon="phone-slash">
    Ends the call when the conversation is complete.

    **Use cases:**

    * Natural conversation conclusion
    * Objective achieved
    * Customer satisfaction confirmed

    <Note>
      **Prompt instruction:** If the AI doesn't call the end call function automatically, include in your system prompt "call the hang\_up function to close the call" when the conversation should end.
    </Note>
  </Accordion>

  <Accordion title="DTMF Input" icon="hashtag">
    Easily send keypad inputs during outbound calls, enabling smooth navigation through IVR menus and automated workflows. The AI navigates using keypad buttons when calling and responding to prompts.

    **Use cases:**

    * Navigate phone menus
    * Enter extension numbers
    * Input security codes
    * IVR system navigation

    <Note>
      **Prompt instruction:** Include in your system prompt instructions about when to use DTMF input, such as "use the send\_dtmf tool to navigate phone menus when needed to reach the right person."
    </Note>

    For detailed information about DTMF capabilities, see [Tools & Functions](/ai-assistants/tools-and-functions#4-dtmf-input).
  </Accordion>

  <Accordion title="Appointment Scheduling" icon="calendar">
    Real-time booking scheduling integration with multiple calendar platforms.

    **Available integrations:**

    * **Cal.com:** Full setup guide available at [Cal.com Scheduling](/ai-assistants/cal-com-scheduling)
    * **GoHighLevel:** Complete integration guide at [GoHighLevel Scheduling](/ai-assistants/gohighlevel-scheduling)
    * **Calendly:** Full setup guide available at [Calendly Scheduling](/ai-assistants/calendly-scheduling)

    **Use cases:**

    * Book appointments with calendars
    * Check real-time availability
    * Send automatic confirmation details
    * Sync with existing calendar systems

    **Setup:**

    1. Select your calendar provider (Cal.com, GoHighLevel, or Calendly)
    2. Authenticate with your calendar account
    3. Choose the event type/calendar to use for bookings
    4. The AI will automatically check availability and book appointments

    <Note>
      Available when calendar integration is enabled in your platform settings.
    </Note>
  </Accordion>
</AccordionGroup>

## Call Variables

Define variables that can be passed **before** making the call and used in the prompt **like {variable_name}**.

### Variable Configuration

<AccordionGroup>
  <Accordion title="Variable Definition" icon="code">
    Create call variables to pass information to your assistant before the call starts.

    **Setup process:**

    * Define variable names and default values
    * Pass values when creating calls/leads or importing clients
    * Variables available immediately in prompts and during calls
    * Use for personalization and context

    **Configuration:**

    * **Variable name:** The identifier (e.g., `customer_name`)
    * **Default value:** Used when not passed (e.g., "John")
  </Accordion>

  <Accordion title="Variable Usage" icon="code">
    How to use call variables in your assistant:

    **In system prompts:**

    * Reference variables with `{variable_name}` syntax
    * Personalize conversations dynamically
    * Provide context-specific information

    **Examples:**

    * `{customer_name}` for personalization ("Hello {customer_name}")
    * `{email}` for calendar integrations
    * `{account_type}` for tailored responses
    * `{company}` for business context
  </Accordion>

  <Accordion title="Data Sources" icon="database">
    Ways to populate call variables:

    **Manual entry:**

    * When creating individual calls
    * Through campaign lead creation

    **Import methods:**

    * CSV import with variable columns
    * API integration with client data
    * Direct CRM synchronization

    **Automation platform integrations:**

    * **GoHighLevel (GHL):** Automatically pull contact data and custom fields
    * **Google Sheets:** Import leads with variables from spreadsheet columns
    * **Connect with 250+ popular tools** and platforms using our no-code platform
    * **Any other platform** through webhooks for custom integrations

    **Platform integration:**

    * Automatically populated from client profiles
    * Connected to existing customer databases
    * No-code automation workflows
  </Accordion>
</AccordionGroup>

<Note>
  Call variables are essential for personalizing AI conversations. They allow the AI to use specific customer information during calls, making interactions more relevant and effective.
</Note>

## Call Flow Configuration

### Who Speaks First?

Control whether your assistant or the customer initiates the conversation.

<CardGroup cols={2}>
  <Card title="AI Assistant" icon="robot">
    **Default behavior:** Assistant starts the conversation

    The AI will immediately greet the caller and begin the conversation flow as soon as the call connects.

    **Best for:** Most outbound scenarios, sales calls, appointment reminders
  </Card>

  <Card title="Customer" icon="user">
    **Wait for customer:** Assistant listens first

    If you choose "Customer", the AI will wait for the customer to speak first before responding.

    **Best for:** Inbound support calls, reception scenarios, reactive assistance
  </Card>
</CardGroup>

### Initial Message

Configure the first thing your assistant says when the call begins.

<AccordionGroup>
  <Accordion title="Initial Message Text" icon="message">
    Write the opening message your assistant will speak at the start of each call.

    **Best practices:**

    * Keep it concise and friendly
    * Introduce your company/purpose clearly
    * Set expectations for the conversation
    * Use variables for personalization (e.g., `{customer_name}`)

    **Example:** "Hi {customer_name}, this is Sarah from ABC Company. I'm calling to follow up on your recent inquiry about our services. Do you have a moment to chat?"
  </Accordion>

  <Accordion title="Initial Audio File" icon="volume">
    **Optional:** Upload a custom audio file instead of text-to-speech

    **Requirements:**

    * MP3 or WAV format
    * Clear, high-quality recording
    * Professional voice and tone
    * Matches your assistant's voice if using voice cloning

    **Benefits:**

    * Perfect pronunciation and delivery
    * Consistent brand voice
    * Professional first impression
    * No text-to-speech latency for opening

    <Tip>
      This works best if the AI voice is cloned using the same voice used in the initial audio.
    </Tip>
  </Accordion>
</AccordionGroup>

<Note>
  See our [Initial Message guide](/ai-assistants/initial-message) for detailed best practices and examples.
</Note>

## System Prompt

Define the assistant's personality, objectives, and behavior guidelines.

### Editing Tools

Choose the editing experience that works best for you:

<CardGroup cols={2}>
  <Card title="AI Prompt Editor" icon="sparkles" href="/ai-assistants/ai-prompt-editor">
    **Chat-based editing with AI assistance**

    Describe changes in plain language and let AI suggest intelligent modifications. Review and accept/reject each change individually.

    **Best for:** Quick iterations, improving existing prompts, text-focused editing
  </Card>

  <Card title="Flow Builder" icon="share-nodes" href="/ai-assistants/flow-builder">
    **Visual drag-and-drop editor**

    Design conversation flows by connecting nodes on a canvas. Create branching logic and multi-path decision trees visually.

    **Best for:** Complex call flows, structured scripts, visual thinkers
  </Card>
</CardGroup>

<Note>
  Both tools store the prompt in the same field - switching between them is possible but may require adjustments.
</Note>

### Prompt Configuration

<CardGroup cols={2}>
  <Card title="Custom Prompt" icon="pencil">
    Write your own system prompt from scratch

    * Full control over assistant behavior
    * Tailored to specific use cases
    * Markdown formatting supported
  </Card>

  <Card title="Template Library" icon="folder">
    Start with pre-built templates

    * Multiple languages available
    * Different conversation types
    * Proven effective prompts
  </Card>
</CardGroup>

### Best Practices

<AccordionGroup>
  <Accordion title="Be Specific" icon="bullseye">
    Clearly define the assistant's role, objectives, and constraints.

    **Include:**

    * Who the assistant represents
    * What they're trying to achieve
    * What they should/shouldn't do
  </Accordion>

  <Accordion title="Set Boundaries" icon="shield">
    Define what topics and actions are off-limits.

    **Consider:**

    * Data privacy requirements
    * Legal compliance
    * Brand guidelines
  </Accordion>

  <Accordion title="Use Examples" icon="lightbulb">
    Provide sample conversations to guide behavior.

    **Examples help with:**

    * Tone and style
    * Response length
    * Handling objections
  </Accordion>
</AccordionGroup>

<Tip>
  See our [System Prompt guide](/ai-assistants/system-prompt) for detailed best practices and examples.
</Tip>