Lesson 2 — Build it in their voice

Learn

Now apply everything from the previous three courses, in order.

Create a new agent and name it for them — "Rosa's Front Desk," not "Agent 2." From *Prompts That Work*: write its instructions with the five specifics — outcome, audience, format, length, facts — and paste in two real examples of how they talk to customers (their Instagram replies, their WhatsApp messages — with their permission, which is also a conversation that builds the sale). From *Stay in Control*: draft-first for anything outbound, and a scope line — "You handle bookings and menu questions for Rosa's. Nothing else."

Then test it the way their customers will use it. Ask it the three common questions. Ask it something off-script to see it decline gracefully. Fix what stumbles — you know how now.

The bar to clear: would *you* be comfortable if their toughest customer met this agent tomorrow? Work until yes. This usually takes one focused hour, and that hour is the product.

⚡ Do

Build the agent completely: name, role, tone, instructions, their facts, two voice examples, draft-first rule, scope line. Run it through the three questions plus one curveball. Fix and re-run until it holds.