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Voice AI - Exposed System Prompts for Agents

View and edit Voice AI system prompts. Customize personality, understand behaviors, and use Reset to Default to restore GHL Customer Care's battle-tested configuration.

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On this page
  1. Key Benefits of Exposed System Prompts
  2. How To Find and Edit Exposed System Prompts
  3. Personality
  4. Appointment Booking
  5. Date & Time Awareness
  6. Numbers & Symbols Speech Rules
  7. Email Confirmation Process
  8. Frequently Asked Questions
  9. Related Articles

Gain complete visibility into the system prompts your Voice AI agent follows. View foundational modules like booking logic, date/time handling, email confirmation, numeric rules, and personality. This article shows how to access system prompts, edit them and restore back to default.

TABLE OF CONTENTS

What is Exposed System Prompts for Voice AI Agents?

Exposed System Prompts give teams full visibility into the underlying instructions that shape a Voice AI agent’s behavior. You can review these core directions, refine the agent’s personality, and restore vetted defaults at any time to maintain transparency, control, and consistency.

Key Benefits of Exposed System Prompts

  • Transparency: View the complete system prompt your Voice AI agent uses behind the scenes.

  • Editable Personality: Modify, extend, or fine‑tune the agent’s personality to match your brand and processes.

  • Safe Defaults Preserved: Start from a battle‑tested default prompt while keeping essential guardrails intact.

  • Versioning & Revert: Restore to the default system prompt anytime using Reset to Default.

  • Easier Troubleshooting: Understand why the agent behaved a certain way by reading the exact instructions it followed.

  • Greater Confidence: Validate how the agent operates before deploying to real customers.

  • Foundation for Future Customization: Build on a clear baseline for ongoing tuning.

How To Find and Edit Exposed System Prompts

Follow these high‑level steps to view prompts, make controlled personality changes, and revert to the default configuration if needed.

Note: These system prompts are rigorously tested. Any edits will be permanent and will require ongoing maintenance from your end.

  1. Login to your sub-account.

  2. Click on AI Agents > Voice AI.

    Step 2 of 9: Click on AI Agents > Voice AI What this shows Step 2 of 9: Click on AI Agents > Voice AI. What this shows Shows what to click for step 2 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 2 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you click on AI Agents > Voice AI. For context, this section explains: Follow these high‑level steps to view prompts, make controlled personality changes, and revert to the default configuration if needed. The navigation path used here is AI Agents > Voice AI. The next step is to create a new agent or open an existing one from the Agent List. Step 2 of 9Path: AI Agents > Voice AIImage 1 of 13 What to clickClick on AI Agents > Voice AI.
    Buttons and menus referenced AI Agents > Voice AIpermanentwillrequireongoingmaintenancefromyourendCreate a new agentAgentList
    Next stepCreate a new agent or open an existing one from the Agent List.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI. this image
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  3. Create a new agent or open an existing one from the Agent List.

    Step 3 of 9: Create a new agent or open an existing one from the Agent List What this shows Step 3 of 9: Create a new agent or open an existing one from the Agent List. What this shows Shows what this covers for step 3 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 3 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you create a new agent or open an existing one from the Agent List. The navigation path used here is AI Agents > Voice AI. The next step is to open your Voice AI agent by clicking on it and click on the Agent Goals Tab. Step 3 of 9Path: AI Agents > Voice AIImage 2 of 13 What this coversCreate a new agent or open an existing one from the Agent List.
    Buttons and menus referenced Create a new agentAgentListpermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AI
    Next stepOpen your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List. this image
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.

    Step 4 of 9: Open your Voice AI agent by clicking on it and click on the Agent… What this shows Step 4 of 9: Open your Voice AI agent by clicking on it and click on the Agent Goals Tab. What this shows Shows where to go for step 4 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 4 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you open your Voice AI agent by clicking on it and click on the Agent Goals Tab. The navigation path used here is AI Agents > Voice AI. The next step is to click to the View System Prompt button. Step 4 of 9Path: AI Agents > Voice AIImage 3 of 13 Where to goOpen your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    Buttons and menus referenced AgentGoalspermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AICreate a new agent
    Next stepClick to the View System Prompt button.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab. this image
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.
     

  5. Click to the View System Prompt button.

    Step 5 of 9: Click to the View System Prompt button What this shows Step 5 of 9: Click to the View System Prompt button. What this shows Shows what to click for step 5 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 5 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you click to the View System Prompt button. For context, this section explains: Follow these high‑level steps to view prompts, make controlled personality changes, and revert to the default configuration if needed. The navigation path used here is AI Agents > Voice AI. The next step is to review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process). Step 5 of 9Path: AI Agents > Voice AIImage 4 of 13 What to clickClick to the View System Prompt button.
    Buttons and menus referenced ViewSystem PromptpermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AICreate a new agent
    Next stepReview the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button. this image
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)

    Step 6 of 9: Review the available modules (Personality, Appointment Booking, Date &… What this shows Step 6 of 9: Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation… What this shows Shows what this covers for step 6 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 6 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process). The navigation path used here is AI Agents > Voice AI. The next step is to edit the agent’s modules as needed to align with your brand and workflows. Step 6 of 9Path: AI Agents > Voice AIImage 5 of 13 What this coversReview the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    Buttons and menus referenced ReviewavailablemodulespermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AI
    Next stepEdit the agent’s modules as needed to align with your brand and workflows.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process) this image
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  7. Edit the agent’s modules as needed to align with your brand and workflows.

    Step 7 of 9: Edit the agent’s modules as needed to align with your brand and… What this shows Step 7 of 9: Edit the agent’s modules as needed to align with your brand and workflows. What this shows Shows what this covers for step 7 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 7 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you edit the agent’s modules as needed to align with your brand and workflows. The navigation path used here is AI Agents > Voice AI. The next step is to save your changes after editing. Step 7 of 9Path: AI Agents > Voice AIImage 6 of 13 What this coversEdit the agent’s modules as needed to align with your brand and workflows.
    Buttons and menus referenced Edit the agent’s modulespermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AICreate a new agentAgent
    Next stepSave your changes after editing.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows. this image
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  8. Save your changes after editing.

    Step 8 of 9: Save your changes after editing What this shows Step 8 of 9: Save your changes after editing. What this shows Shows how to confirm for step 8 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 8 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you save your changes after editing. For context, this section explains: Follow these high‑level steps to view prompts, make controlled personality changes, and revert to the default configuration if needed. The navigation path used here is AI Agents > Voice AI. The next step is to if you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care. Step 8 of 9Path: AI Agents > Voice AIImage 7 of 13 How to confirmSave your changes after editing.
    Buttons and menus referenced Save your changes.permanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AICreate a new agent
    Next stepIf you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing. this image
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

  9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.

    Step 9 of 9: If you need to undo broad edits, use Reset to Default to restore the… What this shows Step 9 of 9: If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care. What this shows Shows what this covers for step 9 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". This screenshot accompanies step 9 of 9 in the "How To Find and Edit Exposed System Prompts" section of "Voice AI - Exposed System Prompts for Agents". At this point in the walkthrough you if you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care. The navigation path used here is AI Agents > Voice AI. Step 9 of 9Path: AI Agents > Voice AIImage 8 of 13 What this coversIf you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care.
    Buttons and menus referenced Reset to DefaultpermanentwillrequireongoingmaintenancefromyourendAI Agents > Voice AICreate a new agentAgent
    All 9 steps in this procedure
    1. Login to your sub-account.
    2. Click on AI Agents > Voice AI.
    3. Create a new agent or open an existing one from the Agent List.
    4. Open your Voice AI agent by clicking on it and click on the Agent Goals Tab.
    5. Click to the View System Prompt button.
    6. Review the available modules (Personality, Appointment Booking, Date & Time Awareness, Numbers & Symbols Speech Rules, Email Confirmation Process)
    7. Edit the agent’s modules as needed to align with your brand and workflows.
    8. Save your changes after editing.
    9. If you need to undo broad edits, use Reset to Default to restore the original, battle‑tested configuration maintained by GHL Customer Care. this image

Personality

This module defines the agent’s tone and conversational style, including warmth, empathy, pacing, active listening, and phrasing variation, so interactions feel natural rather than scripted.

What you can edit:

  • Core personality traits and tone guidelines.

  • Conversational confirmations and phrasing style.

Personality (image 9 of 13) What this shows Core personality traits and tone guidelines. What this shows Illustrates the "Personality" section of "Voice AI - Exposed System Prompts for Agents". This screenshot appears in the "Personality" section of "Voice AI - Exposed System Prompts for Agents". The text alongside this image reads: Core personality traits and tone guidelines. Conversational confirmations and phrasing style. Immediately after, the guide continues: This module reveals how the agent manages end‑to‑end scheduling—what triggers slot lookup, how confirmations work, and how unclear inputs or preferences are handled—so your team can match booking behavior to real policies. Image 9 of 13 What this coversCore personality traits and tone guidelines. Conversational confirmations and phrasing style. Next stepThis module reveals how the agent manages end‑to‑end scheduling—what triggers slot lookup, how confirmations work, and how unclear inputs or preferences are handled—so your team can match booking behavior to real policies.
All 2 steps in this procedure
  1. Core personality traits and tone guidelines.
  2. Conversational confirmations and phrasing style.

Appointment Booking

This module reveals how the agent manages end‑to‑end scheduling—what triggers slot lookup, how confirmations work, and how unclear inputs or preferences are handled—so your team can match booking behavior to real policies.

What you can see:

  • When the agent decides to fetch available time slots.

  • How it confirms bookings and handles rejections.

  • How it interprets time‑of‑day preferences.

  • How it reacts to unclear or incomplete input.

Appointment Booking (image 10 of 13) What this shows When the agent decides to fetch available time slots. What this shows Illustrates the "Appointment Booking" section of "Voice AI - Exposed System Prompts for Agents". This screenshot appears in the "Appointment Booking" section of "Voice AI - Exposed System Prompts for Agents". The text alongside this image reads: When the agent decides to fetch available time slots. How it confirms bookings and handles rejections. How it interprets time‑of‑day preferences. How it reacts to unclear or incomplete input. Immediately after, the guide continues: This module shows how the agent interprets relative dates and parts of day with timezone awareness, providing consistent and accurate time responses. Image 10 of 13 What to fill inWhen the agent decides to fetch available time slots. How it confirms bookings and handles rejections. How it interprets time‑of‑day preferences. How it reacts to unclear or incomplete input. Next stepThis module shows how the agent interprets relative dates and parts of day with timezone awareness, providing consistent and accurate time responses.
All 4 steps in this procedure
  1. When the agent decides to fetch available time slots.
  2. How it confirms bookings and handles rejections.
  3. How it interprets time‑of‑day preferences.
  4. How it reacts to unclear or incomplete input.

Date & Time Awareness

This module shows how the agent interprets relative dates and parts of day with timezone awareness, providing consistent and accurate time responses.

What you can see:

  • Mappings for phrases like “this Monday” or “next Sunday”.

  • Ranges for “evening,” “early morning,” and similar phrases.

  • Timezone‑adjusted timestamp handling.

Date & Time Awareness (image 11 of 13) What this shows Mappings for phrases like “this Monday” or “next Sunday”. What this shows Illustrates the "Date & Time Awareness" section of "Voice AI - Exposed System Prompts for Agents". This screenshot appears in the "Date & Time Awareness" section of "Voice AI - Exposed System Prompts for Agents". The text alongside this image reads: Mappings for phrases like “this Monday” or “next Sunday”. Ranges for “evening,” “early morning,” and similar phrases. Timezone‑adjusted timestamp handling. Immediately after, the guide continues: This module details the speech rules for numbers, currencies, ordinals, addresses, special characters, and alphanumeric strings so the agent sounds consistent across scenarios. Image 11 of 13 What this coversMappings for phrases like “this Monday” or “next Sunday”. Ranges for “evening,” “early morning,” and similar phrases. Timezone‑adjusted timestamp handling. Next stepThis module details the speech rules for numbers, currencies, ordinals, addresses, special characters, and alphanumeric strings so the agent sounds consistent across scenarios.
All 3 steps in this procedure
  1. Mappings for phrases like “this Monday” or “next Sunday”.
  2. Ranges for “evening,” “early morning,” and similar phrases.
  3. Timezone‑adjusted timestamp handling.

Numbers & Symbols Speech Rules

This module details the speech rules for numbers, currencies, ordinals, addresses, special characters, and alphanumeric strings so the agent sounds consistent across scenarios.

What you can see:

  • Why an address like “114” is read as “one one four”.

  • Why currency amounts like “472 dollars” are read as natural numbers.

  • Pronunciations for characters such as underscore, hash, and hyphen in emails.

Numbers & Symbols Speech Rules (image 12 of 13) What this shows Why an address like “114” is read as “one one four”. What this shows Illustrates the "Numbers & Symbols Speech Rules" section of "Voice AI - Exposed System Prompts for Agents". This screenshot appears in the "Numbers & Symbols Speech Rules" section of "Voice AI - Exposed System Prompts for Agents". The text alongside this image reads: Why an address like “114” is read as “one one four”. Why currency amounts like “472 dollars” are read as natural numbers. Pronunciations for characters such as underscore, hash, and hyphen in emails. Immediately after, the guide continues: This module outlines the agent’s rules for collecting and verifying email addresses to keep confirmations natural and human‑like. Image 12 of 13 What this coversWhy an address like “114” is read as “one one four”. Why currency amounts like “472 dollars” are read as natural numbers. Pronunciations for characters such as underscore, hash, and hyphen in emails. Next stepThis module outlines the agent’s rules for collecting and verifying email addresses to keep confirmations natural and human‑like.
All 3 steps in this procedure
  1. Why an address like “114” is read as “one one four”.
  2. Why currency amounts like “472 dollars” are read as natural numbers.
  3. Pronunciations for characters such as underscore, hash, and hyphen in emails.

Email Confirmation Process

This module outlines the agent’s rules for collecting and verifying email addresses to keep confirmations natural and human‑like.

What you can see:

  • When to ask for email and how to repeat it back.

  • How characters are spoken and how pauses/corrections are handled.

  • Disallowed phrases the agent avoids during confirmation.

Email Confirmation Process (image 13 of 13) What this shows When to ask for email and how to repeat it back. What this shows Illustrates the "Email Confirmation Process" section of "Voice AI - Exposed System Prompts for Agents". This screenshot appears in the "Email Confirmation Process" section of "Voice AI - Exposed System Prompts for Agents". The text alongside this image reads: When to ask for email and how to repeat it back. How characters are spoken and how pauses/corrections are handled. Disallowed phrases the agent avoids during confirmation. Immediately after, the guide continues: Q: What does “Full Prompt Transparency” mean? Image 13 of 13 What this coversWhen to ask for email and how to repeat it back. How characters are spoken and how pauses/corrections are handled. Disallowed phrases the agent avoids during confirmation. Next stepQ: What does “Full Prompt Transparency” mean?
All 3 steps in this procedure
  1. When to ask for email and how to repeat it back.
  2. How characters are spoken and how pauses/corrections are handled.
  3. Disallowed phrases the agent avoids during confirmation.

Frequently Asked Questions

Q: What does “Full Prompt Transparency” mean?

You can view the complete system prompt the Voice AI agent follows, including foundational modules that shape behavior.

Q: Can I customize the agent’s personality?

Yes. You can modify or fine‑tune personality guidelines to better reflect your brand and operational needs.

Q: What happens if my edits don’t work as expected?

Use Reset to Default to restore the original prompt configuration maintained and updated by GHL Customer Care.

Q: Which parts are protected by safe defaults?

Essential guardrails remain intact so you can change only what’s needed without removing foundational safety.

Q: What core modules are visible today?

Appointment Booking Logic, Date & Time Context Awareness, Email Confirmation Process, Numeric & Email Handling, and Personality & Communication Style.

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