How to Write a Script for Your AI Phone Agent

By Infinite Marketing · November 6, 2026 · 3 min read

Your AI phone agent is only as good as its instructions. The good news: you do not need to be technical to write them. Think of it as training a new receptionist on their first day.

1. The greeting

Keep it short, name your business, and say it is an AI assistant. For example: "Thanks for calling Peachtree Plumbing. I'm the company's AI assistant. How can I help?"

2. The job

Tell the agent its main goal in one or two sentences, such as: "Your job is to answer common questions and take service requests for our team to confirm."

3. The questions to ask

List the details you need on every call, in order:

1. The caller's name
2. The best number to reach them
3. What they need help with
4. Where the job is, if relevant
5. How soon they need it

4. The answers it can give

Add your hours, services, service area, payment options and frequently asked questions to the knowledge base. Write them the way you would say them to a customer.

5. The limits

Say what the agent should not do. For example: do not quote exact prices, do not promise appointment times (take requests instead), do not give legal, medical or financial advice, and tell callers with an emergency to hang up and call 911.

6. The wrap-up

End every call the same way: repeat back the key details, say what happens next ("Our team will call you back today"), and thank the caller.

7. Test and improve

Call your agent yourself and try the questions real customers ask. Then read transcripts from real calls in your dashboard and adjust. Most agents get noticeably better after one or two rounds of edits.

Example instructions you can adapt

Here is a short example for a home service business. Replace the details with your own:

"You are the AI assistant for Peachtree Plumbing in Atlanta. Greet callers, say you are an AI assistant, and help them request service. Ask for their name, phone number, address and a short description of the problem. If water is actively leaking, tell them to shut off the main valve if they can do so safely, and say the team will call back as soon as possible. Do not quote prices. Do not promise exact times. End by repeating the details and saying the team will call back today."

Tone tips

• Use short sentences; they sound more natural when spoken
• Use the same words your team uses with customers
• Let the agent acknowledge feelings ("Sorry to hear that") before asking questions
• Avoid jargon unless your callers use it too

Need help writing your first script? Infinite Marketing can set it up for you as a separate service.

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