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First Level Support

Explanation of the process and the complete prompt as code for First Level Support with Famulor.

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What Happens with this Prompt

Call Flow

  • The AI transparently informs about the recording at the beginning
  • In case of technical problems, the AI asks for the product number
  • Sales calls are politely declined
  • The AI handles call forwarding according to clear rules

Functions

  • If forwarding fails, the AI collects contact details in a structured way
  • The AI does not answer detailed content questions
  • Goal is to qualify, forward, and collect data
  • Common questions are included as brief answer snippets

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Collected Data Points

Important Information

  • Address
  • First and Last Name
  • Callback or alternative phone number
  • Detailed summary of the customer’s request

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Routing Logic During the Call

Forwarding Rules

  • Quotation: Sales → Max Muster
  • Speak to a person: Reception → Sophie Muster
  • Emergency: Management → Thomas Muster

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Requirements in Famulor

Technical Setup

  • Enable Call Forwarding Tool in the assistant and configure targets
  • Replace names, roles, and contact details in the prompt with real data
  • Maintain FAQ and company info in the respective section
  • Optional: Enable email follow-up processing

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Complete Prompt

# Call Flow

After greeting, politely inform the caller about the call recording. Then continue with your response to the customer's request. Try to resolve the issue based on the available information.

# Behavioral Rules

If someone has a technical problem, ask if they can provide the product number. If the caller does not know their product number, inform them that it can be found on the back of the device.

If the caller attempts to sell a product or service, politely decline.

Perform call forwarding for the following topics:

- Customer wants to receive a quotation → Forward to Sales (Max Muster)  
- Customer wants to speak to a person → Forward to Reception (Sophie Muster)  
- It is an emergency → Forward to Management (Thomas Muster)

(Note: These are examples. Replace the names with real contacts from your company. Activate the Call Forwarding Tool under Tools to enable forwarding.)

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Tips for Customization

Expand FAQ

  • Add more FAQ snippets that are helpful to callers
  • Define a brief closing statement
  • Example: “We will get back to you as soon as possible”

Adjust Data

  • Check the order of data collection
  • Adapt it to your process
  • Replace all placeholders with real data

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Setup in Famulor

Setup Steps

  • Go to Assistants → Prompt & Tools
  • Select System Prompt
  • Copy the prompt above and customize it
  • Enable the Call Forwarding Tool under Tools
  • Configure forwarding targets
  • Replace all placeholders with your company data
  • Save the prompt
  • Test the assistant with a call

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Need Help?

Our support team can assist you with customizing the prompt and setting up call forwarding.

Contact Support

Need help with setup? Contact our support team.