> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How Personality Works

> Your receptionist has two personalities — one for chat, one for voice. Here's why, and the rules that make both great.

## What Are Prompts?

Think of prompts as the **training manual** you give to a new receptionist on their first day. They define everything about how your receptionist behaves — from personality and tone to boundaries and language rules.

A prompt tells your receptionist:

* **Who they are** — their role, personality, and character
* **What they should do** — their purpose and goals
* **What they shouldn't do** — hard boundaries and restrictions
* **How they should communicate** — tone, format, and style

<Info>
  **Prompts do NOT contain facts.** Restaurant hours, room types, spa prices, and hotel policies belong in your [Training Materials](/knowledge-base/overview). The prompt only defines **behavior** — how your receptionist communicates, not what it knows. This is the most important concept in prompt engineering.
</Info>

***

## Two Separate Prompts, Two Different Worlds

Your receptionist has **two different personalities** — one for text chat and one for voice calls. This isn't a limitation; it's intentional. Written and spoken communication follow fundamentally different rules, and the best experience requires different approaches for each.

<CardGroup cols={2}>
  <Card title="Chat — 'How they should chat'" icon="message" href="/prompt-engineering/chat-prompts">
    The **"How they should chat"** field on your [Conversation Agent](/admin-panel/conversation-agent) page. Controls how your receptionist **writes** in text conversations.

    * Can use formatting (bold, lists, links)
    * Can share detailed, multi-paragraph answers
    * Guest reads at their own speed
    * Responses can be 2-4 sentences
  </Card>

  <Card title="Voice — 'How they should talk'" icon="phone" href="/prompt-engineering/voice-prompts">
    The **"How they should talk"** field on your [Voice Agent](/admin-panel/voice-agent) page. Controls how your receptionist **speaks** during phone calls.

    * No formatting — only spoken words
    * Must be concise (2-3 sentences max)
    * Guest processes in real time
    * Must fill silence with natural phrases
  </Card>
</CardGroup>

### Why They Must Be Different

| Aspect              | Chat (Text)                                                    | Voice (Call)                                                    |
| ------------------- | -------------------------------------------------------------- | --------------------------------------------------------------- |
| **Response length** | 2-4 sentences, can be longer when asked                        | 2-3 sentences maximum, always                                   |
| **Formatting**      | Bold, bullet points, numbered lists                            | Plain speech only                                               |
| **Lists**           | Can list all 5 restaurants with hours                          | Must summarize: "We have 5 restaurants, the most popular is..." |
| **Contact info**    | Write: [reservations@hotel.com](mailto:reservations@hotel.com) | Say: "reservations at hotel dot com"                            |
| **Silence**         | Guest can wait while typing                                    | 3 seconds of silence feels broken                               |
| **Re-reading**      | Guest scrolls back to check details                            | Guest can't "replay" what was said                              |

<Note>
  **Example showing the difference:** When asked "What restaurants do you have?"

  **Chat response:** "We have four restaurants: **Terrace Bistro** (Mediterranean, 07:00-23:00), **Blue Lagoon** (seafood, 18:00-22:00), **Sakura** (Japanese, 19:00-22:00), and the **Beach Bar** (casual, 10:00-sunset). Would you like to know more about any of them?"

  **Voice response:** "We have four restaurants — Mediterranean, seafood, Japanese, and a casual beach bar. Our most popular is the Mediterranean terrace restaurant. Would you like to hear more about any of them?"

  Same information, completely different delivery.
</Note>

***

## The 5 Golden Rules of Prompting

These principles apply to both chat and voice prompts. Master these before diving into the specific guides.

<Steps>
  <Step title="Behavior in the prompt, facts in Training Materials">
    This is the most important rule. Your prompt should define **how** your receptionist communicates. Your Training Materials provide the **facts** it references.

    * **Prompt:** "Be professional, warm, and concise. Use bold for key details."
    * **Training Materials:** "Breakfast is served 07:00-10:30 in the Main Restaurant."

    If information might change next season, it doesn't belong in the prompt.
  </Step>

  <Step title="Be specific, never vague">
    Vague instructions like "be helpful" or "respond appropriately" don't mean anything to your receptionist. Always give concrete, actionable instructions.

    * **Vague:** "Respond appropriately" → **Specific:** "Keep responses to 2-4 sentences for simple questions"
    * **Vague:** "Be smart about it" → **Specific:** "If unsure, ask a clarifying question with 2-3 options"
  </Step>

  <Step title="NEVER rules for critical boundaries">
    For your most important rules, use the word "NEVER" explicitly. Research shows that NEVER rules are followed significantly more consistently than softer phrasing.

    * **Weak:** "Try not to make up information" (\~70% followed)
    * **Strong:** "NEVER make up information" (\~95% followed)
    * **Strongest:** "NEVER make up information. If unsure, provide our contact number instead." (\~99% followed)
  </Step>

  <Step title="Every restriction needs an alternative">
    When you tell your receptionist what NOT to do, always tell it what to do INSTEAD. Otherwise, it's left guessing.

    * **Incomplete:** "Don't say 'contact reception'"
    * **Complete:** "Don't say 'contact reception.' Always provide the specific number: +90 212 XXX XXXX"
  </Step>

  <Step title="Critical rules go at the top">
    Your receptionist's AI engine focuses most intensely on instructions that appear at the beginning of the prompt. This isn't a design choice — it's a fundamental property of how the technology processes text. Place your most important policies (guest safety, NEVER rules, core personality) at the beginning for maximum impact.
  </Step>
</Steps>

***

## Where to Go Next

<CardGroup cols={2}>
  <Card title="Write 'How they should chat'" icon="message" href="/prompt-engineering/chat-prompts">
    Complete guide to writing your chat personality — structure, personality, formatting, boundaries, and a full template.
  </Card>

  <Card title="Write 'How they should talk'" icon="phone" href="/prompt-engineering/voice-prompts">
    Complete guide to writing your voice personality — speaking style, character normalization, Training Materials usage, and a full template.
  </Card>

  <Card title="Advanced Tips" icon="wand-magic-sparkles" href="/prompt-engineering/advanced-tips">
    Field-tested techniques: clarification rules, NEVER rules, temperature settings, handling mixed-concept hotels, and more.
  </Card>

  <Card title="Prepare Your Training Materials" icon="file-pen" href="/knowledge-base/document-preparation">
    Before writing prompts, make sure your Training Materials are ready. The quality of your documents is just as important as the quality of your prompts.
  </Card>
</CardGroup>

<Warning>
  **The most common mistake:** Writing a very long prompt that includes both personality instructions AND detailed hotel information. Keep facts in [Training Materials](/knowledge-base/overview) — let the prompt focus purely on personality, rules, and communication style.
</Warning>