You will see the instruction editor in many parts of the Operator platform. It is a custom markdown editor that provides a few extra features, such as ability to reference variables, actions, transfers, and more. The instruction editor is context-aware and will only surface the available entities.

  • Use $ to open a dropdown of available variables.
  • Use @ to open a dropdown of available actions, transfers, and variables.
  • Use / to open a dropdown for available markdown formatting options.

​
Variables

Some information changes with each call or is provided as knowledge to your Operator. This information is made accessible as variables in the prompt. When your Operator begins the call, they will substitute the variables with live data.

To view the available variables and add one to your instructions, type the $ character in the instructions text box while in Edit mode.

​
Invoking actions

Your Operator can interact with external systems and services during and after a conversation. Depending on task it is performing, different actions are made available to your Operator.

There are several different types of actions:

  • System actions: These are actions available to Operators as part of the product platform, such as sending emails, SMS, and hangup calls.
  • API actions: These are APIs that you have integrated with your Operator. These allow your Operator to take specialized actions in your product or custom internal tooling.
  • Transfers: Your Operator can handoff a conversation to a human agent by transferring the call.

By default, Operators do not have access to any transfers or actions. They can only invoke transfers and actions that have been explicitly referenced in the activated scenario’s instructions.

To view the available actions and add one to your instructions, type the @ character in the instructions text box while in Edit mode.