Customize Voice AI System Prompts in HighLevel

TL;DR

Users can now customize and restore default settings for Voice AI system prompts in HighLevel. This controls how Voice AI agents converse; consider reviewing your Voice AI configurations.

Who this affects

This affects users who deploy Voice AI agents within HighLevel and manage their conversational behavior. HighLevel has not confirmed specific plan levels or access requirements.

What changed

Users can now access and customize the system prompts that govern Voice AI agents. These prompts dictate various conversational aspects:

• Personality traits for the AI.
• Awareness of date and time contexts.
• Rules for handling numbers and speech.
• Email confirmation processes.
• Specific appointment booking flows.

Users have the option to restore the default system prompt settings using an "Apply Recommended" function. Additionally, users can clear existing system prompts or construct entirely new custom frameworks from scratch. HighLevel has not confirmed rollout status, any limits, or specific plan gating for this feature.

Where to find it

This capability is located within the "Voice AI Agent Goals" section when operating in "Advanced Mode". HighLevel has not published a more precise navigation path.

How agencies will use this

An agency can leverage this by refining client communication for specific use cases. For example, a sub-account might have a Voice AI agent booking consultations for a real estate client. Previously, the agent's conversational style was more generic. With exposed system prompts, the agency can now access the specific prompt governing the agent. They might customize it to ensure the Voice AI agent adopts a more 'professional and friendly' personality, always confirms the appointment details via email before ending the call, and accurately handles date formats like 'tomorrow afternoon' or 'next Tuesday'. If the default booking flow isn't precise enough, the agency can now clear it and build a custom framework that guides the prospect through specific questions about property type preference before suggesting available slots from the sub-account's calendar, ensuring all required information is gathered before booking.

Our take

This is a standard update. It provides more granular control over Voice AI agent behavior, which is useful for agencies aiming to fine-tune client interactions. It does not introduce a fundamentally new capability but rather enhances existing control for those already using Voice AI. If you are not actively using or planning to use Voice AI, you can safely ignore this update for now.