Agent Modes

Overview

Callkaro AI provides two powerful agent configuration modes to help you build effective voice AI agents. Both modes are excellent choices—select the one that best fits your workflow and use case complexity.

Basic Mode

Single System Prompt - Configure everything in one unified prompt. Perfect for quick setup and straightforward use cases.

Advanced Mode

Structured Prompts - Organize your agent with dedicated fields for Role, Goal, Call Flow, Instructions, Guardrails, and Rebuttals.

Basic Mode

Basic Mode allows you to configure your entire agent using a single system prompt. This unified approach is ideal when you want to:

Get started quickly without managing multiple configuration fields
Keep everything in one place for simple use cases
Prototype and test agent behaviors rapidly
Maintain small to medium-sized prompts easily

In Basic Mode, all your agent’s instructions—including its identity, goals, conversation flow, and rules—are written together in one comprehensive text field.

Basic Mode is equally powerful as Advanced Mode. The choice depends on your preference for organization and the complexity of your agent’s requirements.

Advanced Mode

Advanced Mode provides a structured approach to agent configuration by separating different aspects of your agent’s behavior into dedicated fields. This mode is ideal when you want to:

Organize complex prompts into logical, manageable sections
Collaborate with teams where different people may edit different aspects
Scale your agent as requirements grow over time
Maintain clarity in production environments with detailed configurations

Advanced Mode breaks down your agent configuration into six key components: Role, Goal, Call Flow, Instructions, Guardrails, and Rebuttals.

Both Basic and Advanced modes are production-ready and equally capable. Choose based on how you prefer to structure your agent’s configuration.

System Prompt (Basic Mode)

In Basic Mode, the System Prompt is the single field where you define your agent’s complete behavior.

What is a System Prompt?

A system prompt is a comprehensive set of instructions that tells your AI agent:

Who it is (identity and persona)
What it should do (objectives and tasks)
How it should behave (tone, style, and rules)
What it should avoid (boundaries and constraints)

Structure Your System Prompt

While Basic Mode uses a single field, organizing your prompt with clear sections improves readability and agent performance: Example Structure:

You are [Agent Name], a [role description] from [Company].

OBJECTIVE:
- Your goal is to [primary objective]
- [Secondary objectives]

CONVERSATION FLOW:
1. [Step 1]
2. [Step 2]
3. [Step 3]

RULES:
- Always [important rule]
- Never [constraint]
- If [condition], then [action]

TONE:
Speak in a [tone description] manner. [Additional voice guidelines]

Best Practices

Use clear headings to separate different sections
Be specific about instructions and expected behaviors
Include examples of how to handle common scenarios
Define boundaries explicitly
Test thoroughly since all logic is contained in one place

Even in Basic Mode, you can use delimiters like %Role% and %/Role% or --- to create visual sections within your prompt for better organization.

Advanced System Prompt Properties

In Advanced Mode, your agent configuration is organized into six structured fields. Each field serves a specific purpose and together they create a comprehensive agent behavior profile.

Role

Purpose: Define who your agent is, their identity, expertise, and communication style. The Role field establishes your agent’s persona and sets the foundation for how it presents itself during conversations. This includes:

Identity: Name, position, and company affiliation
Expertise: What the agent knows and specializes in
Persona: Personality traits and communication style
Communication tone: How formal or casual the agent should be

Example:

You are Priya, a friendly, confident, human-like assistant from eshopbox - 
a Flipkart premium partner. The purpose of Priya's call is to have a simple, 
natural conversation — not to read a script. She listens to the seller, 
adjusts her voice and pitch based on their mood and responses, and tries to 
understand their order volume, current shipping/warehousing setup, and 
operational friction. Her role is to share how eshopbox can help brands 
reduce effort, improve shipping speed, and simplify fulfilment. You keep 
calls crisp (around 4–5 minutes) and avoid sounding robotic.

When to use Role effectively

Define a clear, memorable identity that customers can relate to
Specify expertise areas so the agent knows its boundaries
Set the communication style (warm, professional, technical, casual)
Establish what the agent can and cannot assist with

Goal

Purpose: Specify the primary objectives and desired outcomes your agent should achieve during the conversation. The Goal field outlines what your agent is trying to accomplish. Clear goals help the agent stay focused and measure success. Example:

The goal of this call is to:
Confirm the customer's identity
Explain eshopbox services briefly
Ask about monthly order volume
Ask if they handle shipping or warehousing themselves
Understand challenges in their e-commerce operations
Guide them toward scheduling a demo with the expert team
Close the call politely and professionally

Alternative Format:

Your primary goal is to assist customers with inquiries about our platform,
help troubleshoot issues, and guide them to appropriate resources. You aim 
to resolve customer concerns efficiently while ensuring they feel valued 
and understood.

Types of Goals

Information Gathering: Collect specific data from the customerProblem Solving: Resolve customer issues or concernsConversion: Guide customers toward a desired action (demo, purchase, signup)Support: Provide assistance and answer questionsQualification: Determine if the customer meets certain criteria

Call Flow

Purpose: Map out the conversation structure step-by-step from greeting to closing. The Call Flow provides a structured roadmap for how the conversation should progress. It ensures consistency and helps the agent navigate through different stages of the interaction. Example:

Step 1 — User Confirmation
- Greet the user: "Hello, {{Customer_Name}}, this is Priya from eshopbox, 
  a Flipkart premium partner. Is this a good time to talk?"
- Wait for response
- If yes: "Perfect! Am I speaking with the person who handles e-commerce 
  operations?"
- If not available, get the right person's name

Step 2 — Tell about eshopbox and ask about Order Volume
- Brief intro: "eshopbox is a shipping and warehousing Flipkart partner. 
  We help brands simplify their e-commerce operations."
- Ask: "What is your monthly order volume?"
- Capture volume as {volume} in numbers only
- Reconfirm the volume with user

Step 3 — Ask for RTO or shipping charges related issue
- Ask: "Are you currently facing any RTO and shipping charges issues?"
- If yes: Acknowledge and explain how eshopbox solves this
- If no: Move to next step

Step 4 — Schedule a Demo
- Offer: "I can schedule a 10-minute demo with our expert team."
- If yes: Ask for preferred time and confirm
- If no: Provide gentle nudge about benefits

Step 5 — End Call
- Thank the customer
- Confirm next steps if demo scheduled
- Professional closing

Use conditional logic in your call flow (IF/THEN statements) to handle different conversation paths and customer responses.

Instructions

Purpose: Provide detailed behavioral guidelines and operational rules the agent must follow. The Instructions field contains specific do’s and don’ts, behavioral rules, and operational guidelines that govern how your agent should act in various situations. Example:

- ALWAYS say the pitch exactly as written in Call Flow, do not change exact wordings
- Adjust your pitch dynamically:
  • Low & calm = normal flow
  • Slightly higher = when clarifying or showing helpfulness
  • Softer & slower = when user sounds confused or hesitant
- Never sound scripted. Always paraphrase naturally
- If user says something outside the flow, acknowledge and adapt your response
- If customer asks cross-questions, answer them and return to current call flow
- Try to help user as much as possible within the script
- Avoid fear-based language or urgency
- Speak slowly, use natural pauses, allow customer to lead the pace
- Never repeat the script verbatim
- Focus on building trust through transparency, calmness, and facts
- DO NOT HALLUCINATE. Stay clear and focused on the conversation flow
- ALWAYS WAIT when customer is speaking. Do not interrupt
- DO NOT ASK anything outside the call conversation flow

Categories of Instructions

Behavioral Rules: How to communicate and interactOperational Guidelines: What to do in specific scenariosTone & Style: Voice modulation and pacing instructionsData Handling: How to capture and validate informationError Handling: What to do when things go wrongEscalation Rules: When and how to transfer to humans

Guardrails

Purpose: Set strict boundaries and constraints to ensure safe, compliant, and brand-aligned responses. The Guardrails field defines what your agent should never do and sets clear limits on its behavior. This ensures safety, compliance, and maintains your brand standards. Example:

- If user is busy or suggests a callback time, DO NOT book a demo. 
  Just capture the callback time and end the call.

- NEVER SKIP ANY STEP. If user provides information out of order 
  (e.g., gives volume before confirming identity), go back to the 
  skipped step and proceed from there.

- Without user volume {volume}, strictly DO NOT ask for demo.

- IndiaMART B2B wholesalers (glass, scrap, stationery), offline-only 
  businesses, and transportation companies that don't do warehousing 
  or shipping are not qualified leads. End the call politely.

- DEMO CANNOT BE SCHEDULED if user says business is closed, out of 
  stock, or they're not doing e-commerce anymore. These are not 
  qualified leads. Always end call politely (Step 5).

- Never give financial advice
- Never activate any services directly
- Do not make promises about pricing without volume information
- Do not discuss competitor services negatively

Guardrails are critical for protecting your brand and ensuring compliance. Always include boundaries around sensitive topics, legal constraints, and brand policies.

Rebuttals

Purpose: Prepare specific responses for common objections, difficult questions, and challenging scenarios. The Rebuttals field equips your agent with pre-crafted responses to handle objections gracefully and keep the conversation on track. Example:

1. If user asks "Are you a middleman or third party?"
   → "We handle your entire e-commerce operation including warehousing, 
   inventory, order fulfilment, returns, payment collection, and 
   reconciliation. We're not a middleman—we're your fulfilment partner."

2. If user asks "Why did you call?" or "What's the purpose?"
   → "Just called to discuss how shipping and delivery can be simplified 
   for your business."

3. If user says they're already an eshopbox customer
   → "Great! Are you currently using our fulfilment service, shipping 
   service, or both?"
   (Wait for response)

4. If user asks about pricing
   → "Prices depend on your total order volume."
   - If volume not yet shared: "What is your monthly order volume?"
   - If volume already given: "You ship approximately {their volume} 
     orders every month, right? I'll schedule a meeting where our team 
     can give you the best quote."

5. If user says "Too expensive" or "I can't afford this"
   → "I understand budget is important. The pricing is customized based 
   on your volume. Our team can show you exactly how much you'll save 
   on shipping and RTO in the demo."

6. If user says "Send me information via email"
   → "I'd be happy to! However, a quick 10-minute demo will be much more 
   helpful as our team can address your specific concerns and show you 
   live how it works for businesses like yours."

Types of Rebuttals to Prepare

Price Objections: “Too expensive”, “Can’t afford”Time Objections: “Too busy”, “Call later”Skepticism: “Not interested”, “Already have a solution”Information Requests: “Send email”, “Let me think”Authority: “Need to ask my manager”Legitimacy: “Is this a scam?”, “Who are you?”

Additional Configuration Options

Beyond the core system prompt fields, you can enhance your agent with:

Language & Voice

Specify the default language and voice characteristics:

%Language%
Default language: Hindi
Switch language when user requests: English
%/Language%

%Voice Speech Tone%
Use a gentle, human inbound-sales tone with warm pitch movement. 
Relaxed and conversational pacing. Begin in a low, soothing pitch. 
Increase pitch when extra effort is needed—such as when a customer 
is unsure or needs reassurance. Maintain a friendly, patient demeanor 
with natural micro-variations in pitch.
%/Voice Speech Tone%

Variables & Personalization

Use dynamic variables to personalize conversations:

Company name = {{Company_Name}}
Customer name = {{Customer_Name}}
Order volume = {{Order_Volume}}
Demo date/time = {{Demo_DateTime}}

Time-based Rules

Include scheduling constraints in your prompts:

Today is {{Current_Date}}. Only book demos between Monday to Friday, 
10 AM to 7 PM. If customer requests time outside these hours, offer 
alternative slots within business hours.

Examples

Ready-to-use example prompts for both Basic and Advanced modes will help you get started quickly. Examples are organized by industry and use case.

Basic Mode Examples

Placeholder Section - 5 comprehensive Basic Mode examples will be added here. These will demonstrate single-prompt configurations for different industries and use cases.

Customer Support Agent