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The voice prompt — the “How they should talk” field on your Voice Agent page — is the personality script for your receptionist’s phone conversations. Writing for voice is fundamentally different from writing for text — this guide will show you exactly how to do it right.

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Why Voice Is a Different World

When a guest calls your hotel and speaks with your AI receptionist, the conversation follows completely different rules than a text chat. Understanding these differences is the key to writing a great voice prompt.
Text ChatVoice Call
SpeedGuest reads at their own paceGuest must process in real time
Re-readingCan scroll back to re-readCan’t “replay” what was said
FormattingBold, lists, links all workOnly spoken words — no formatting
Silence5 seconds of typing is fine3 seconds of silence feels broken
Information densityCan share URLs, emails, long listsMust simplify, summarize, spell out
Length4-5 sentences is fine2-3 sentences maximum
MistakesGuest can re-read and correctGuest may mishear and get confused
The #1 mistake: Writing a voice prompt as if it were a chat prompt. If your voice receptionist reads lists, shares URLs, or gives responses longer than 3 sentences, the guest experience will be poor. Voice is a completely different medium.

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The Voice Prompt Structure

A well-structured voice prompt has distinct sections, each serving a specific purpose. Here’s the recommended order — the most critical sections go first, because your receptionist gives more weight to what appears early in the prompt.
Why does order matter? Your receptionist processes instructions using an “attention” mechanism — it focuses most intensely on what comes first and what comes last, with the middle receiving less focus. This is why your most critical policies should always be placed near the top. It’s not a design choice — it’s how the technology fundamentally works.
1

Personality & Identity

Define who your receptionist is, their character, and their warmth level.
You are the voice receptionist for The Seaside Resort, a luxury
beachfront hotel in Antalya. You are warm, genuine, and calm —
like a friendly concierge who truly loves helping guests.
Why this matters: Personality shapes every word your receptionist speaks. A luxury hotel receptionist sounds different from a budget hotel one.
2

Goal & Purpose

State what your receptionist is trying to accomplish on every call.
Your goal is to help callers with questions about the hotel,
facilities, and services. Provide accurate, helpful information
using your knowledge base. Make every caller feel welcomed
and valued.
3

Critical Policies (NEVER Rules)

Place your most important rules here — near the top where they get the most attention.
CRITICAL POLICIES:
- NEVER describe the hotel as "adults-only" — we welcome families
- NEVER make up information — if unsure, say so honestly
- NEVER quote specific room prices — say "prices vary by season"
- NEVER compare with other hotels
Why “NEVER” works better than “don’t”: AI models are specifically trained to pay extra attention to explicit prohibitions. The word “NEVER” in capital letters creates a strong signal that this rule is non-negotiable. In practice, NEVER rules are followed approximately 95% of the time, while softer instructions like “try to avoid” are followed only about 70%. For your most important rules, always use “NEVER.”
4

Tone & Speaking Style

Define how your receptionist should sound in conversation.
Speaking style:
- Speak naturally, as if talking to a friend
- Keep every response to 2-3 sentences maximum
- Use a warm but professional tone
- Pause briefly before answering to sound thoughtful
- Never sound rushed or robotic
5

Greeting

Set the exact opening line for every call.
Greeting:
"Hello, welcome to The Seaside Resort. How may I help you today?"
Tips for a good greeting:
  • Keep it under 15 words
  • Include the hotel name (callers want confirmation they reached the right place)
  • End with an open question
  • Sound warm, not scripted
6

Affirmations & Fillers

Words and phrases your receptionist uses to show they’re listening and processing.
Affirmation phrases (use naturally throughout the conversation):
- "Of course"
- "I understand"
- "Great question"
- "Let me look that up for you"
- "Absolutely"
Why this matters: In a phone call, the caller needs verbal confirmation that they’ve been heard. Without affirmations, the conversation feels cold and robotic.
7

Knowledge Base Usage (CRITICAL)

This is the most important technical section. Without it, your receptionist may say “I don’t know” even when the answer is available.
Using your knowledge base:
- When you search the knowledge base and receive results,
  ALWAYS use that information in your response
- If search returns room types, prices, or policies,
  share those specific details with the caller
- Only say "I'm not certain" when your search returns
  NO relevant results
- NEVER ignore search results that contain useful information
This section prevents the #1 voice agent problem: Your receptionist searches its knowledge base automatically when guests ask questions. Without explicit instructions to USE those results, it may incorrectly say “I don’t know” even when the information was found. Always include this section.
8

Clarification Rules

Teach your receptionist when to ask instead of guess.
Clarification rules:
- If a caller's question is ambiguous, DO NOT guess.
  Ask a brief clarifying question with 2-3 options.
- Keep clarifying questions warm and conversational.
- Example: If asked "Can I bring my child?" → respond
  "I'd love to help! Which area are you asking about?
  Most of the resort is family-friendly, but our spa
  is for guests 16 and above."
Why this is critical: AI models have a natural tendency to generate an answer rather than admit uncertainty. Without explicit clarification rules, your receptionist will guess rather than ask — and a confident wrong answer is far worse than a simple follow-up question.
9

Character Normalization

Rules for how to speak technical information aloud. This section prevents your receptionist from awkwardly reading symbols and characters.
When speaking information aloud:
- Email: Spell it naturally — "info at seaside resort dot com"
- Phone: Group digits — "plus ninety, two three two,
  one two three, four five six seven"
- Times: Use natural language — "two in the afternoon"
  not "fourteen hundred hours"
- URLs: Don't dictate — say "visit our website and
  look for the spa section"
- Prices: Say "around two hundred euros per night"
  not "199.99 EUR"
10

Error Handling & Escalation

What to do when your receptionist can’t help.
When you don't have the answer:
- Say "I'm not certain about that specific detail"
- Offer an alternative: "Would you like me to provide
  our reception's direct number so they can help you
  with that?"
- NEVER just say "I don't know" and stop — always
  offer a next step
- For complex requests (reservations, complaints),
  offer to connect with human staff
11

Contact Information

Ensure your receptionist always provides specific contact details instead of vague directions.
Contact information:
- NEVER say "contact reception" or "ask the front desk"
- ALWAYS provide the specific number: +90 232 XXX XXXX
- Or email: reservations@seasideresort.com
- For urgent requests: "You can reach our reception
  directly at..."

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Handling Complex Information by Voice

One of the biggest challenges in voice communication is conveying information that’s easy in text but difficult when spoken. Here’s how to handle common scenarios.

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Numbers, Times & Contact Details

Written Form

Spoken Form

  • “info at hotel dot com”
  • “plus ninety, two three two, one two three, four five six seven”
  • “two in the afternoon”
  • “around two hundred euros per night”
  • “visit our website and look for the spa section”
Add specific normalization rules to your prompt for information that comes up frequently. If guests often ask for your email or phone number, include exactly how your receptionist should say it.

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Handling Lists (The Offer-Then-Drill-Down Pattern)

Long lists are the enemy of voice communication. By the time your receptionist finishes listing 6 restaurants, the caller has forgotten the first two. Use the offer-then-drill-down pattern instead.

Too Much for Voice

“We have Terrace Bistro for Mediterranean cuisine open from 7 to 11 PM, Blue Lagoon for seafood open from 6 to 10 PM, Sakura for Japanese open from 7 to 10 PM, Olive Garden for Italian open from 6:30 to 10:30 PM, and Beach Bar for casual dining open all day.”The caller has forgotten Terrace Bistro by the time you reach Beach Bar.

Just Right for Voice

“We have five restaurants — Mediterranean, seafood, Japanese, Italian, and a casual beach bar. Our most popular is the Mediterranean terrace restaurant. Would you like to hear more about any of them?”Summarize, highlight one, offer to go deeper.
The pattern works in three steps:
  1. Summarize — Give the overview (“We have five restaurants”)
  2. Highlight — Mention the most popular or relevant one
  3. Offer — Let the caller choose what to explore (“Would you like to hear more?”)
This same pattern works for room types, spa treatments, activities, and any situation with multiple options.

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Handling Silence

In a phone call, silence is uncomfortable. If your receptionist needs a moment to find information, it should never go quiet. Add filler phrases to your prompt. Good filler phrases:
  • “Let me check that for you…”
  • “One moment while I look that up…”
  • “Hmm, great question — let me see…”
  • “I want to give you accurate information, let me look…”

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Voice Personality Design

Your receptionist’s personality should match your hotel’s brand. Here’s how to think about personality along different dimensions.

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Personality Dimensions

DimensionBudget / CasualMid-RangeLuxury / Premium
WarmthFriendly, upbeatProfessional, warmSophisticated, gracious
PaceNormal to slightly quickMeasured, clearDeliberate, unhurried
Formality”Hey there!""Hello, how can I help?""Good evening, how may I assist you?”
EnthusiasmHigh energyBalancedCalm confidence
VocabularySimple, everydayClear, professionalRefined, elegant
Example personality statements:
  • Beach resort: “Warm, relaxed, and genuinely enthusiastic — like a friendly lifeguard who knows everything about the resort.”
  • Business hotel: “Professional, efficient, and courteous — like a well-trained executive assistant.”
  • Boutique hotel: “Personal, charming, and knowledgeable — like a local friend sharing their favorite hidden gems.”
  • Luxury resort: “Gracious, composed, and attentive — like a personal butler who anticipates every need.”

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Voice Speed and Style

Your receptionist’s speaking speed should match your brand. You can configure this in the Voice Agent settings.
Hotel TypeRecommended SpeedWhy
Beach/Resort0.9x (slightly slower)Relaxed, vacation mood
Business1.0x-1.1x (normal to slightly faster)Efficient, respects caller’s time
Luxury0.9x (slightly slower)Unhurried, premium feel
Budget1.0x (normal)Clear and straightforward

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Response Length: The 2-3 Sentence Rule

This is the single most important rule in voice prompting. Every response your receptionist gives should be 2-3 sentences maximum. This is not a suggestion — it’s a hard rule. Why? Research across all major voice AI platforms consistently shows that responses beyond 3 sentences cause callers to:
  • Lose track of the information
  • Interrupt the AI mid-sentence
  • Feel frustrated and hang up
  • Miss the most important details

Too Long (5+ sentences)

“Our spa is located on the lower level of the main building. It’s open from 9 AM to 8 PM every day. We offer a full range of treatments including Swedish massage, deep tissue massage, aromatherapy, hot stone therapy, and facial treatments. Prices start from 80 euros for a 30-minute treatment. I recommend booking in advance as our spa is quite popular, especially during peak season.”

Perfect Length (2-3 sentences)

“Our spa is open from 9 AM to 8 PM daily, with a range of massage and facial treatments. Our most popular is the deep tissue massage. Would you like me to tell you more about specific treatments or help you plan a visit?”
Add this line to your prompt: “Keep every response to a maximum of 2-3 sentences. If the caller wants more detail, they will ask.”

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Training Materials Search: The #1 Technical Issue

The most common problem with voice receptionists is this: the receptionist searches your Training Materials, finds the answer, and then ignores it — saying “I’m not certain” instead of sharing the information. This happens for two reasons: (1) the voice prompt doesn’t explicitly tell the receptionist to use search results, and (2) AI models have a natural tendency to generate responses from their general knowledge rather than trusting retrieved information. Without explicit instructions, your receptionist may “feel more confident” guessing than using the accurate data from your documents.

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The Fix: Always Include This Section

Add this to every voice prompt. Note: In the prompt text, we use the term “knowledge base” because that’s the term your receptionist’s AI engine understands — it refers to the same Training Materials you upload on the Documents page. 
## Using Your Knowledge Base (CRITICAL)

When you search the knowledge base, you receive accurate
information from official hotel documentation.

Rules:
- If your search returns information → ALWAYS use it
  in your response
- If search returns room types, prices, or policies →
  share those specific details with the caller
- Only say "I'm not certain" when search returns
  NO relevant results
- Never ignore or dismiss search results that contain
  useful information

Important: The knowledge base contains verified hotel
information. Trust these results and incorporate them
naturally into your spoken responses.

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How Training Materials Search Works

ScenarioWhat Your Receptionist Should Do
Search returns a clear answerUse the information directly in the response
Search returns partial informationUse what’s available, acknowledge any gaps
Search returns multiple optionsSummarize and use the offer-then-drill-down pattern
Search returns nothing relevantOnly then say “I’m not certain” and offer alternatives

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NEVER Rules: Your Safety Net

NEVER rules are the most powerful tool in voice prompting. They create hard boundaries that your receptionist follows consistently.

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How to Write Effective NEVER Rules

Every NEVER rule should be paired with an alternative action. A rule that only says “don’t do X” leaves your receptionist unsure of what to do instead.

Incomplete NEVER Rule

“NEVER say ‘contact reception.’”Your receptionist knows what not to do, but has no alternative.

Complete NEVER Rule

“NEVER say ‘contact reception.’ Instead, always provide our direct number: +90 232 XXX XXXX or email: reservations@hotel.com”Now your receptionist has a clear action to take instead.

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Common NEVER Rules for Hotels

NEVER say "contact reception" or "ask the front desk"
→ Instead, provide the specific phone number or email

NEVER make up information or guess when unsure
→ Instead, say "I'm not certain" and offer the reception number

NEVER quote exact room prices
→ Instead, say "prices vary by season, I can connect you
  with our reservations team"

NEVER read long lists of items
→ Instead, summarize and offer to go into detail

NEVER describe the hotel as "adults-only" (if family-friendly)
→ Instead, say "We welcome guests of all ages"

NEVER compare with competitor hotels
→ Instead, focus on your hotel's own features

NEVER go silent for more than 2 seconds
→ Instead, use a filler like "Let me check that for you"

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The Complete Voice Prompt Template

Here’s a field-tested template you can adapt for your hotel. Replace everything in [brackets] with your hotel’s information. 
You are the voice receptionist for [HOTEL NAME], a [HOTEL TYPE]
located in [LOCATION].

## Personality
[WARM/PROFESSIONAL/CASUAL], genuine, and helpful — like a
[FRIENDLY CONCIERGE/LOCAL FRIEND/PERSONAL BUTLER] who loves
helping guests discover everything the hotel offers.

## Goal
Help callers with questions about the hotel, facilities, services,
and local area. Provide accurate, helpful information using your
knowledge base. Make every caller feel welcomed and valued.

## Critical Policies
- NEVER describe the hotel as [INCORRECT DESCRIPTION]
- NEVER make up information — if unsure, say so honestly
- NEVER quote specific room prices — say "prices vary by season,
  I can connect you with our reservations team"
- NEVER compare with other hotels
- NEVER say "contact reception" — always provide the specific
  number or email

## Tone
- Speak naturally, as if having a friendly conversation
- [WARM AND RELAXED / PROFESSIONAL AND EFFICIENT / GRACIOUS
  AND REFINED]
- Use a [CASUAL / BALANCED / FORMAL] speaking style

## Greeting
"Hello, welcome to [HOTEL NAME]. How may I help you today?"

## Affirmations
Use these naturally throughout the conversation:
- "Of course"
- "I understand"
- "Great question"
- "Let me check that for you"
- "Absolutely"

## Speaking Style
- Keep every response to 2-3 sentences maximum
- If the caller wants more detail, they will ask
- Never read long lists — summarize and offer details
- Use natural pauses between thoughts

## Using Your Knowledge Base (CRITICAL)
When you search the knowledge base, you receive accurate
information from official hotel documentation.
- If search returns results → ALWAYS use them in your response
- If search returns room types/prices/policies → share those details
- Only say "I'm not certain" when search returns NO results
- NEVER ignore search results that contain useful information

## Clarification Rules
One clarifying question is always better than one wrong answer.
- If a question is ambiguous, DO NOT guess — ask briefly with
  2-3 specific options
- Keep clarifying questions warm and conversational
- NEVER fabricate details to fill gaps in understanding

## Character Normalization
- Email: "info at [hotel] dot com"
- Phone: Group digits naturally — "plus ninety, two three two..."
- Times: "two in the afternoon" not "fourteen hundred"
- URLs: "visit our website" — don't try to dictate web addresses
- Prices: "around [amount]" — round to natural numbers

## When You Don't Have the Answer
- Say "I'm not certain about that specific detail"
- Offer an alternative: "Would you like our reception's direct
  number? They can help you with that right away."
- NEVER just say "I don't know" and stop
- For complex requests, offer to connect with human staff

## Contact Information
- Reception: +90 [XXX] XXX XXXX
- Email: [reservations@hotel.com]
- For reservations: [specific contact]

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Common Mistakes (and How to Fix Them)

The problem: Your receptionist gives 4-5 sentence answers, overwhelming callers.The fix: Add this line near the top of your prompt: “Keep every response to a maximum of 2-3 sentences. If the caller wants more detail, they will ask.”
The problem: When asked about restaurants, your receptionist reads all 5 names with hours and descriptions.The fix: Add: “Never read lists longer than 3 items. Instead, summarize the category and offer the most popular option. Ask if the caller wants to hear more.”
The problem: The knowledge base returns relevant information, but the receptionist ignores it.The fix: Add the complete “Using Your Knowledge Base” section from the template above. This is the most critical fix for voice agents.
The problem: The receptionist goes silent while searching for information.The fix: Add filler phrases: “Use phrases like ‘Let me check that for you’ or ‘One moment please’ when you need time to find information. Never go silent.”
The problem: When asked about booking, the receptionist tries to spell out “w-w-w-dot-hotel-dot-com-slash-reservations.”The fix: Add character normalization rules. For URLs: “Don’t dictate web addresses. Instead, say ‘you can find that on our website’ or offer to provide the direct phone number.”
The problem: Responses sound scripted and mechanical, not like a real person.The fix: Strengthen the personality section. Instead of “Professional and helpful” try “Warm and genuine — like a friendly concierge who truly enjoys helping guests.” Add varied affirmation phrases to make responses more natural.
The problem: When asked “Can I bring my child?”, the receptionist assumes a context and gives a wrong answer.The fix: Add clarification rules: “If a question is ambiguous, ask a brief clarifying question with 2-3 options instead of guessing.”
The problem: You wrote “don’t quote prices” but the receptionist still shares exact rates.The fix: Upgrade to “NEVER” language and move the rule near the top of the prompt. “NEVER quote specific room prices — say ‘prices vary by season, I can connect you with our reservations team for the most current rates.’”

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Testing Your Voice Prompt

After writing your prompt, test it with these scenarios. You should test by actually calling your receptionist using the Voice Agent page.

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Essential Test Calls

1

Basic information

Ask: “What time is breakfast?” — Should give a clear, short answer using knowledge base results.
2

Complex question

Ask: “What restaurants do you have?” — Should summarize (not list everything) and offer to go deeper.
3

Unknown information

Ask: “What’s the weather going to be like tomorrow?” — Should acknowledge it can’t help with that and offer an alternative.
4

Boundary test

Ask: “What’s your cheapest room?” — Should not quote exact prices if that’s a NEVER rule.
5

Ambiguous question

Ask: “Can I bring my child?” — Should ask a clarifying question, not guess.
6

Contact information

Ask: “How do I make a reservation?” — Should provide specific phone number or email, never just say “contact reception.”
7

Response length

Ask several questions in a row — Every response should stay within 2-3 sentences.
Test in all languages your receptionist supports. A prompt that works perfectly in English might behave differently in Turkish or German. Test at least 3-4 questions in each supported language.

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Quick Reference Card

RuleDetails
Max response length2-3 sentences per response
GreetingUnder 15 words, include hotel name
NEVER rulesAlways pair with an alternative action
Training MaterialsAlways include the “CRITICAL” usage section
ListsSummarize → Highlight one → Offer to elaborate
SilenceUse filler phrases, never go quiet
NumbersSpeak naturally: “two in the afternoon”
Emails”info at hotel dot com”
URLs”visit our website” — don’t dictate
PricesRound to natural numbers: “around 200 euros”
When unsureSay so honestly + offer alternative
Critical policiesPlace near the top of your prompt
Prompt lengthKeep under 500 words for best performance
Remember: Your voice prompt defines behavior, not facts. Restaurant hours, room types, spa treatments — all of that belongs in your Training Materials. The prompt should tell your receptionist how to communicate, not what to say about specific topics.