Prompts & POM

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from signalwire_agents import AgentBase
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class MyAgent(AgentBase):
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    def __init__(self):
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        super().__init__(name="my-agent")
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        # Simple section with body text
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        self.prompt_add_section(
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            "Role",
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            "You are a helpful customer service representative for Acme Corp."
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        )

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## Section with bullet points
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self.prompt_add_section(
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    "Guidelines",
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    body="Follow these guidelines when speaking with customers:",
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    bullets=[
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        "Be professional and courteous at all times",
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        "Ask clarifying questions when the request is unclear",
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        "Keep responses concise - this is a voice conversation",
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        "Offer to transfer to a human if you cannot help"
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    ]
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)

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## Use numbered list instead of bullets
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self.prompt_add_section(
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    "Process",
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    body="Follow this process for each call:",
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    bullets=[
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        "Greet the customer warmly",
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        "Identify the reason for their call",
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        "Resolve the issue or transfer",
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        "Thank them and end the call"
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    ],
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    numbered_bullets=True  # 1. 2. 3. instead of bullets
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)

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## First, create the parent section
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self.prompt_add_section(
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    "Policies",
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    body="Follow company policies in these areas:"
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)
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## Then add subsections
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self.prompt_add_subsection(
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    "Policies",           # Parent section title
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    "Returns",            # Subsection title
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    body="For return requests:",
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    bullets=[
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        "Items can be returned within 30 days",
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        "Receipt is required for cash refunds",
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        "Exchanges are always available"
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    ]
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)
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self.prompt_add_subsection(
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    "Policies",
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    "Billing",
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    body="For billing inquiries:",
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    bullets=[
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        "Verify customer identity first",
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        "Review last 3 statements",
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        "Offer payment plans if needed"
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    ]
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)

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class DeclarativeAgent(AgentBase):
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    PROMPT_SECTIONS = {
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        "Role": "You are a friendly assistant for a pizza restaurant.",
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        "Menu Knowledge": [
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            "Small pizza: $10",
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            "Medium pizza: $14",
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            "Large pizza: $18",
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            "Toppings: $1.50 each"
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        ],
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        "Order Process": {
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            "body": "When taking orders:",
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            "bullets": [
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                "Confirm the size first",
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                "List available toppings",
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                "Repeat the order back",
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                "Provide total price"
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            ]
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        },
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        "Policies": {
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            "body": "Restaurant policies:",
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            "subsections": [
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                {
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                    "title": "Delivery",
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                    "body": "Delivery information:",
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                    "bullets": [
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                        "Free delivery over $25",
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                        "$5 fee under $25",
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                        "30-45 minute delivery time"
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                    ]
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                },
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                {
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                    "title": "Pickup",
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                    "bullets": [
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                        "Ready in 15-20 minutes",
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                        "Call when you arrive"
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                    ]
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                }
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            ]
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        }
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    }
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    def __init__(self):
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        super().__init__(name="pizza-agent")
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        self.add_language("English", "en-US", "rime.spore")

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class AdvancedAgent(AgentBase):
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    def __init__(self):
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        super().__init__(name="advanced-agent")
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        # Direct POM access
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        self.pom.section("Role").body(
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            "You are an expert technical support agent."
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        )
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        self.pom.section("Expertise").bullets([
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            "Network troubleshooting",
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            "Software installation",
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            "Hardware diagnostics"
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        ])
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        # Chain multiple calls
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        (self.pom
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            .section("Process")
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            .body("Follow these steps:")
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            .numbered_bullets([
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                "Identify the issue",
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                "Run diagnostics",
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                "Apply solution",
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                "Verify resolution"
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            ]))

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self.set_post_prompt(
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    "Summarize this call including: "
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    "1) The customer's issue "
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    "2) How it was resolved "
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    "3) Any follow-up needed"
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)

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self.set_post_prompt_data({
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    "text": "Generate a detailed call summary.",
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    "temperature": 0.3,
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    "top_p": 0.9
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})

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self.set_post_prompt(
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    "Summarize this call in 2-3 sentences. Include the main topic, "
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    "outcome, and any commitments made."
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)

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self.set_post_prompt_data({
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    "text": """
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    Extract from this conversation and format as JSON:
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    {
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        "customer_name": "name if mentioned",
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        "issue_category": "billing|technical|sales|general",
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        "resolution": "resolved|escalated|pending|unknown",
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        "follow_up_required": true/false,
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        "sentiment": "positive|neutral|negative"
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    }
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    """,
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    "temperature": 0.1  # Low for consistent structure
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})

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self.set_post_prompt(
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    "Generate CRM notes for this call. Include: "
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    "- Customer inquiry summary "
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    "- Actions taken by agent "
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    "- Next steps or follow-up items "
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    "- Any account changes discussed"
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)

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self.set_post_prompt(
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    "Log compliance-relevant details: "
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    "- Was identity verified? "
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    "- What sensitive data was discussed? "
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    "- Were required disclosures given? "
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    "- Any compliance concerns noted?"
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)

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# The output will be sent to your webhook as part of the call data
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# Configure via SignalWire dashboard or SWML settings

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class VoiceOptimizedAgent(AgentBase):
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    def __init__(self):
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        super().__init__(name="voice-agent")
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        self.add_language("English", "en-US", "rime.spore")
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        self.prompt_add_section(
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            "Voice Guidelines",
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            body="Optimize all responses for voice:",
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            bullets=[
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                "Keep sentences short - under 20 words",
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                "Avoid technical jargon unless necessary",
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                "Use conversational language, not formal",
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                "Pause naturally between topics",
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                "Don't list more than 3 items at once",
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                "Spell out acronyms on first use"
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            ]
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        )
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        self.prompt_add_section(
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            "Response Style",
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            bullets=[
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                "Start responses with the key information",
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                "Confirm understanding before long explanations",
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                "Ask 'Does that make sense?' after complex topics",
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                "Use filler words naturally: 'Let me check that for you'"
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            ]
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        )

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## Good - clear role first
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self.prompt_add_section(
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    "Role",
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    "You are Sarah, a senior customer service representative "
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    "at TechCorp with 5 years of experience helping customers "
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    "with software products."
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)

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## Good - each section has one purpose
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self.prompt_add_section("Role", "...")
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self.prompt_add_section("Knowledge", "...")
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self.prompt_add_section("Guidelines", "...")
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self.prompt_add_section("Restrictions", "...")
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## Bad - everything mixed together
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self.prompt_add_section("Instructions",
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    "You are an agent. Be nice. Don't share secrets. "
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    "You know about products. Follow the rules..."
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)

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## Good - scannable bullets
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self.prompt_add_section(
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    "Products",
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    body="You can help with these products:",
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    bullets=["Basic Plan - $10/mo", "Pro Plan - $25/mo", "Enterprise - Custom"]
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)
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## Bad - inline list
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self.prompt_add_section(
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    "Products",
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    "Products include Basic Plan at $10/mo, Pro Plan at $25/mo, "
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    "and Enterprise with custom pricing."
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)

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## Good - explicit restrictions
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self.prompt_add_section(
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    "Restrictions",
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    bullets=[
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        "Never share customer passwords or security codes",
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        "Do not process refunds over $500 without transfer",
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        "Cannot modify account ownership",
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        "Must verify identity before account changes"
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    ]
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)