Voice prompt · Bigly Sales Docs

Write the base instructions the AI agent follows on every call, and choose its voice, speech and timing settings.

The voice prompt is the AI agent's standing instructions: who it is, how it talks, how it handles questions and objections, and when to transfer or hang up. It applies to every call. The campaign-specific part, meaning the opening and the qualifying questions, comes from an intro and is inserted wherever your prompt contains {intro}.

The same tab also holds the agent's voice and timing settings, and a panel for placing test calls.

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Voice Prompt tab

AI › Teach Your Bot › Voice Prompt with the Inbound/Outbound switch, the Save As and Save Assistant buttons in the top bar, the three first-sentence fields and the System Prompt box on the left, and the Test Call and General sections in the right-hand column.

Before you start

Fill in your prompt variables so you can refer to them in the prompt.
Decide on the outcome you want from a call, such as a transfer, a booked meeting or a callback.

Write the prompt

Go to AI › Teach Your Bot › Voice Prompt.
Click Outbound in the switch at the top.
Fill in First sentence outbound calls and Second sentence outbound calls: what the agent says when the lead answers, and what it says next.
Fill in First sentence inbound calls: the agent's greeting when someone calls you.
In the System Prompt box, write the agent's rules for outbound calls. Include {intro} where the campaign script should go.
Click Inbound and write the System Prompt for inbound calls. It also needs {intro}.
Click Save Assistant.

If this is your first save, Bigly asks you to name the prompt. Enter a Prompt Name and click Save.

Don't forget the intro placeholder

Without {intro}, the agent never sees your campaign script or your qualifying questions, and nothing warns you. Keep it in both the outbound and inbound prompts.

A structure that works

Most working prompts follow the same outline:

Objective: one or two lines on the goal of the call.
Persona: who the agent is and how it sounds. Use {bot_name} and {company_name}.
Rules: answer the caller's question first, keep replies short, don't repeat greetings.
Voicemail and wrong numbers: if a voicemail or an automated system answers, end the call.
"Are you a robot?": how to answer honestly.
{intro}: the campaign script.
Transfer rule: transfer only after every question is answered.
Callback rule: offer times within {working_hours}, remembering that today is {date}.
FAQ and objections: short, scripted answers.

Insert variables, contact details and tools

Variables: in the right-hand column, open Variables and click a placeholder to insert it at the cursor.
Tools: open Tools and click a tool name, such as the transfer or end-call tool, to insert it. The agent only uses a tool if its name appears in the prompt, so spell it exactly as shown.
Contact Attributes: if Uses Prompt Attributes is on in AI settings, a Contact Attributes link appears on outbound prompts. Click show, then click an attribute to insert the contact's value.

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Variables and Tools panels

The right-hand column with the Variables and Tools sections expanded, each showing clickable chips and the note '* Click to add in the prompt'.

Save and reuse prompts

You can keep several named prompts, for example one per product line.

Save a copy: click Save As, enter a Prompt Name and click Save. The new prompt is saved and becomes the one in use.
Switch prompts: saved prompts are listed under the System Prompt box. Click a name to load it into the editor, then click Save Assistant to use it.
Delete a prompt: hover over its name, click the bin icon and confirm.
Use a prompt for one campaign only: choose it in an intro's Voice Prompt dropdown. See Intros.

Place a test call

In the right-hand column, open Test Call.
Enter a Name. The agent uses it in place of the contact's name.
Enter your Phone Number in international format, such as +15551234567.
Choose one of your Intros.
Leave Livekit Version and Sip Provider as they are unless support asks you to change them.
Click Test Call. Your phone rings within a few moments.

Afterwards, review the recording and answers on Test calls. Save your changes before testing so the call uses them.

Settings explained

Section	Setting	What it does
General	Max Duration Of Call	The longest a call can last before the agent ends it.
General	Max Ringing Time	How long the agent lets the phone ring before giving up.
General	AI Speak duration	How long the agent waits for a silent caller before speaking again.
General	Silence Timeout	How long a call can stay silent before it ends.
Background Sound	Audio File, Volume	An optional background sound played during the call, and how loud it is.
Interruption	Allow Interruption	When on, the caller can talk over the agent and it stops to listen.
LLM	Voice Engine	Cascade (STT + LLM + TTS) uses separate speech-to-text, language model and text-to-speech steps. Speech to Speech uses one model that listens and speaks, so the speech, voice and turn-taking settings below don't apply.
LLM	Provider, Model, Temperature, Top P, Max Tokens	The language model and how varied and how long its replies are. Lower temperature gives more predictable answers.
Speech to Text	Provider, model, Key Terms, Language	How the caller's speech is transcribed. Add product names or unusual words to Key Terms, separated by commas.
Text to Speech	Provider, Voice, Speed, Volume, Emotion	The agent's voice. You can pick an English and a Spanish voice and choose which one is the Default. Click the play icon to hear a voice.
Turn Detection	Provider, Language	How the agent decides the caller has finished their turn.
Voice Activity Detection	Interrupt Minimum Words, Interrupt Speech Duration, Min End Pointing Delay, Max End Pointing Delay	How much the caller must say before the agent stops talking, and how long it waits before treating the caller as finished.

Tip

Change one setting at a time and place a test call after each change. It's the quickest way to tell what made a difference.

Troubleshooting

The agent ignores my campaign questions. Check that {intro} is in the System Prompt for that direction (outbound or inbound).

The agent never transfers or never hangs up. Insert the tool from the Tools panel so its exact name is in the prompt.

My edits are gone. If you switch tabs with unsaved changes, Bigly asks before leaving. Discard drops the changes. To undo a saved change, use the activity log.

One campaign behaves differently from the rest. Its intro may have its own voice prompt or voice settings. Open the intro to check.