Configure multilingual agent prompts and hangup settings

The Agent Tab controls your agent’s welcome message, prompts, and conversation behavior. Add multiple languages, set a default, and write a dedicated prompt for each.

Agent welcome message

The first thing callers hear when they connect.

Keep it short

Brief greetings work best. Long announcements feel robotic.

Use variables

Personalize with {{variable_name}}, e.g. {{customer_name}}.

Welcome message behavior

Setting	What it controls
Ignore user speech before welcome message	Discards speech received before the welcome message finishes playing.
Welcome Message Delay (in ms)	Waits `0–1000` milliseconds before the agent starts the welcome message.

Canvas

This section covers the canvas where each language has its own prompt. New agents in accounts with the Single Prompt view (Beta) use one shared prompt for all languages instead. See Single Prompt view to check which view your agent uses.

Each language gets its own prompt. Select a language tab and write the prompt for that language. The agent activates the matching prompt when speaking in that language during a call.

Canvas prompt editor with English (Default) and Hindi language tabs, Add Language, AI Edit and Browse Modules buttons, a prompt with highlighted customer_name, city and program_name variables, a token count, and the prompt variables for testing fields below — Canvas with English as the default language, a Hindi tab, highlighted variables, token counter and the auto-detected prompt variables

Managing languages

Languages are added and removed here, in the Agent Tab. The Languages Tab shows the same set of languages and is where each one gets its own voice and transcription providers.

Add a Language

Click + Add Language to create a new language tab.

Set the Default

Click the crown icon next to any language to make it the default. The default language is what the agent starts every conversation in, marked with (Default) in the tab.

Write Per-Language Prompts

Select each language tab and write its prompt in that language’s native script — see Non-English Prompts for guidelines. Don’t include language-switching instructions in it; switching is automatic — see How Language Switching Works.

Remove a Language

Click the x on a tab to remove it. The default language cannot be removed — promote another language first.

Make English default tooltip explaining that the crown icon sets the default language for the main prompt and multilingual settings — Crown icon tooltip to set a language as the default

Prompt structure

Recommended Prompt Sections

Section	Purpose	Example
Personality	Tone and feel	”warm, perceptive, and results-driven”
Context	Role background	”You are calling on behalf of Acme Corp…”
Instructions	Tasks and flow	”Ask for their order number first…”
Guardrails	Restrictions	”Never discuss competitor products…”

The editor shows a token count in the bottom-right to help you stay within LLM limits.

Variable syntax

Syntax	Purpose	How to use
`{{variable_name}}`	Insert or define variables	Type `{` to open the variable picker. Select an existing variable or type a new name to create one.
`{variable_name}`	The same variable, single-brace form	Still accepted, e.g. for prompts carried over from an earlier agent. The editor keeps whichever form you typed.
`{variable.path}`	Read into a variable that holds a JSON value	Dot and bracket notation both work — `{prior.score}`, `{prior[loans][0][amount]}`. Only the root (`prior`) is a variable you fill in. See Adding Variables.
`@`	Insert prompt modules, custom functions, or variables	Type `@` to browse and select existing modules, functions, or variables. You cannot create new items with `@`.

Variables with {{ }}

Select existing variables or create new ones by typing a name. Values are passed via API or CSV at call time.

Modules and functions with @

Select existing prompt modules, custom functions, or variables. Cannot create new items.

Browse modules

Click the Browse Modules button in the top-right of the prompt section to open the full modules library. Browse by category (Collection, Optional, Flow, Sector, Universal), preview what each module does, and insert it directly into your prompt. See the Prompting Guide for the full list of available modules.

AI edit

Click AI Edit in the top-right of the prompt section to open a chat panel and rewrite the prompt by describing the change you want. The rest of the Agent Tab steps aside while the panel is open, so the prompt gets the full height of the screen.

AI Edit is in beta and is free to use during the beta.

Ask for a Change

Describe the change in the composer, e.g. “ask for the order number before anything else” or “make the tone warmer and cut the closing script down”. Each message is answered against whatever the prompt says at that moment, so you can keep editing in the Canvas between messages.

Review the Proposed Changes

A rewrite comes back as a diff — added lines in green, removed lines in red. Click the expand icon on the Proposed changes card to read a long rewrite at full height.

Approve or Discard

Approve edit writes the rewrite into the Canvas and saves the prompt. Discard leaves the prompt untouched. Every proposal has to be approved or discarded before you can send the next message.

The session works on one language’s prompt. The language you had selected when you opened the panel is shown as a read-only label, and languages cannot be switched or added until you close the panel. Reopening the panel for the same agent and language picks the conversation back up.

Approving an edit saves the prompt, but not the agent. Click Save agent for the new prompt to be used on calls.

Revert AI edit change

While the panel is open, Revert AI Edit change in the top-right puts the prompt back to how it was before the editing session started. It becomes available once you have approved at least one edit, and asks for confirmation because everything you approved during the session is discarded.

The revert point only lasts as long as the session — closing the AI Edit panel discards it. Approved edits are already saved at that point and stay in the prompt.

Per-language hand-in settings

Agent name and Hand-in message — both optional — are set per language in the Languages Tab: how the agent introduces itself in a language and what it says while switching into it.

Prompt variables for testing

When you use {{variable_name}} in your prompt, those variables automatically appear as input fields in the testing section. Fill in test values to preview how the prompt behaves before going live.

The Timezone selector (e.g., Asia/Kolkata UTC+05:30) is a separate field that sets the timezone context for test calls.

JSON Variables

A variable the prompt reads into with a path {prior.score} holds a whole JSON value rather than a single word, so it is listed separately under JSON variables below the one-line fields. Each one gets a taller JSON editor with syntax highlighting, an error marker on the offending character, and a Format button that re-indents the value. A value that is not valid JSON yet is flagged, because path references cannot resolve against it.

Hangup using prompt

Let your agent decide when to end calls based on conversation context instead of silence detection or timeouts.

Hangup using a prompt card with the toggle switched on and a prompt describing what to do when the booking is confirmed, the user is not interested, busy, or it is a wrong number — Hangup using a prompt enabled, with the completion conditions the agent hangs up on

Enable the Toggle

Turn on Hangup using a prompt.

Define Completion Conditions

Write conditions for when a conversation is complete. For multilingual agents, include closing lines in each language.

Example: Multilingual Hangup Prompt

A conversation is considered complete if any of the following conditions are met:
User is not interested:
The assistant has said the following closing line:
  Conversation Closing (English): "That is sad to hear. But no worries if you would ever want to learn more give me a cool."
  Conversation Closing (Hindi): "ये सुनकर अफ़सोस हुआ। लेकिन कोई बात नहीं, अगर आप कभी और जानना चाहें तो मुझे call कर लें।"
The user has responded after that with any of the following phrases: "goodbye", "bye", "thank you", "thanks", "ok", "okay", or similar.
The last message in the transcript must be from the user.

Without this, calls end only on silence detection or timeouts.

Next steps

Intelligence tab

Configure the language model and knowledge bases

Languages tab

Set up voice, transcription, and per-language hand-in

Prompting guide

Best practices for writing prompts

Using variables

Dynamic personalization with context

How language switching works

What actually triggers a mid-call switch

Build

Deploy

Monitor

Go live

Configure multilingual agent prompts and hangup settings

Agent welcome message

Keep it short