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Both settings are on the Agent tab. The System Prompt tells the agent how to behave for the whole conversation. The Welcome Message is the first thing it says when a call starts.

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System Prompt

The System Prompt defines the agent’s role, behavior, tone, and instructions. It is the only required field on the Agent tab. A good voice prompt covers:
  • Role: who the agent is and who it serves.
  • Goal: what a successful call looks like.
  • Tone: for example concise, friendly, and plain language.
  • Rules: what to avoid, when to use tools, and when to end the call.
Example
Write for the ear. Short sentences, no markdown, and no lists read best when spoken aloud.

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Improve with AI

Select the sparkle icon (Improve with AI) to rewrite your prompt into a more complete, structured version. When it finishes, select Accept to keep it or Discard to go back to your text.

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Welcome Message

The Welcome Message is the first message the agent speaks when a call starts.
Example
Turning the welcome message off clears its text in every language.
Keep the greeting short and end it with a question, so the caller knows it’s their turn to speak.

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Personalize with variables

Both fields support variables, for example {{user_name}}. Select Insert Variable above a field, or type {{variable_name}} directly. Variables are highlighted in the editor. A name that isn’t defined is flagged, and the draft can’t be committed until you fix it. Define variables and their test values in Variables.

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Translate to other languages

If the agent has more than one language, both fields are stored separately for each language. Use the language selector at the top of the tab to switch between them. Select Translate to All Languages under a field to translate it from the selected language into every other configured language.
If you edit the system prompt in one language and then switch languages without translating, the builder translates your edit into the other languages automatically.