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Common prompt patterns for situations you’ll encounter when building a voice agent.
Many of these patterns — including phone number pronunciation, email spelling, and speech normalization — are available as one-click presets in the Agent Handbook. Pronounce Phone Numbers
Use the Read Slowly feature to add pauses between digits. Include a prompt guideline so the agent consistently formats the number even when callers double-check it.
When people ask about your phone number, your phone number is 4158923245.
## Guideline
When speaking the phone number, transform the format as follows:
- Input formats like 4158923245, (415) 892-3245, or 415-892-3245
- Should be pronounced as: "four one five - eight nine two - three two four five"
- Important: Don't omit the space around the dash when speaking
Pronounce Email Addresses
## How to spell out an email address
The possible email format is name@company.com
To spell out an email address: n-a-m-e-@-c-o-m-p-a-n-y-dot-com
@ is pronounced as "at"
Pronounce Website URLs
Whenever you encounter a website URL, please:
1. Identify each segment of the domain name.
2. If a segment is individual letters (e.g., "NK"), pronounce each letter in spoken English
(e.g., "N" → "en", "K" → "kay").
3. If a segment is a recognizable word (e.g., "laundry"), pronounce it normally.
4. Say "dot" before the top-level domain (e.g., "dot com", "dot net", "dot org").
Examples:
"nklaundry.com" → "en-kay-laundry dot com"
"abctest.net" → "A B C test dot net"
"xyzco.org" → "ex-why-zee-co dot org"
Pronounce Times and Dates
For times and dates:
- For 1:00 PM, say "One PM."
- For 3:30 PM, say "Three thirty PM."
- For 8:45 AM, say "Eight forty-five AM."
- Never say "O'clock" — say "O-Clock" instead.
- Always say "AM" or "PM".
Handle Being Put on Hold
Use the built-in NO_RESPONSE_NEEDED stop sequence to make the agent stay silent when a caller asks it to hold.
If user says "hold on", reply exactly the following: "NO_RESPONSE_NEEDED"
NO_RESPONSE_NEEDED, response generation stops immediately and the agent says nothing.Reasoning models do not support the NO_RESPONSE_NEEDED stop sequence. Use prompt engineering instead:When user says "hold on", simply do not respond.
