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Documentation›Voice agent›Updating instructions

Voice agent

Updating instructions

Keep the agent accurate and up to date

The agent's instructions aren't static. As your business changes, you must update the agent to stay accurate. Regular updates ensure consistent service quality.

When to update the instructions

  • Rate changes. If room rates change, update immediately. Wrong price information generates complaints.
  • New services available. When you add a service (spa, restaurant, pool), the agent must know about it and be able to describe it.
  • Hours change. If availability hours change, all staff and the agent must be aware.
  • Policy changes. Cancellation policies, deposit requirements, check-in rules: every change must be reflected.
  • Customer feedback. If customers report confusion or the data is inaccurate, update the agent right away.
  • Seasonality. If the offering changes by season (fewer rooms in low season, special packages), configure the agent accordingly.

How to handle changes

When you update the instructions, follow an orderly process:

  1. Document the change: what changes, why, when it takes effect
  2. Update the instructions in the dashboard
  3. Test the new behaviour in the playground
  4. If the change is significant, run more thorough tests
  5. Activate the change (it's usually automatic)
  6. Monitor conversations during the first hours after the update

Stale information damages your reputation

An agent that offers services no longer available, gives wrong prices, or communicates incorrect hours will make customers say 'you don't even know what you offer'. Always update immediately.

Recommended update cadence

Even with no significant changes, review the agent's instructions at least once a month. Check whether the information is still accurate, whether there are common misunderstandings to fix, and whether there are improvements to make based on feedback.

Set up a recurring task

Schedule a weekly or monthly reminder to review the agent's instructions. Spend 15-20 minutes to make sure everything is still accurate.

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