Design an assistant around a service

Begin with the outcome your customer needs. For a service desk, that could be a recorded fault report, a confirmed callback request or a transfer to an available colleague. Describe the limits as carefully as the successful path.

Write the service brief

State who the assistant represents, which requests it may handle and which information it must confirm. Decide what evidence it needs before promising an action. Put reusable tone and company instructions in shared instructions.

Separate decisions from actions

In the editor, create a stage for each meaningful decision: identify the request, collect the missing information, confirm the result. Connect stages with conditions that describe when the conversation should move on. Keep instructions specific enough that a caller correction has an obvious route.

Attach business actions for work that changes another system. Put background lookup before the conversation when the data is already available; request it during the conversation when it depends on the customer's answers.

Provide a human route

Define when to transfer the call, and what to say if transfer is unavailable. Check the chosen phone provider's capabilities. A written instruction alone does not configure a transfer destination.

Review before publishing

Use browser calls to test success, correction, missing information and unavailable tools. Save the draft, review the outcome records, then publish the version intended for real callers. The editor guide explains the controls; the schema reference preserves the exact names needed by developer integrations.