🧭 The Gail Team’s Guide to Scripting

When you talk to Gail, you’re not just chatting with an AI — you’re giving instructions to an incredibly capable digital assistant who can do a lot for your team. To get the best results, the key is clarity.

This guide walks you through how to write effective prompts and build strong use cases so that Gail performs exactly as you intend — every single time.

🧠 Think of Gail Like a Super-Intelligent New Hire

Even the best new hire needs clear guidance. Imagine you’ve brought on a brilliant team member for their first day. If you said,

“Make me a peanut butter and jelly sandwich,”

they might hesitate — not because they can’t do it, but because they need to know how.

You’d need to explain things step-by-step:

“Grab the bread, open the bag, take two slices, spread peanut butter on one and jelly on the other, then put them together.”

That’s how scripting works with Gail. The clearer and more detailed your instructions, the better she’ll perform.

💬 What’s a “Use Case”?

A use case is a recipe — a set of conditions and steps that tells Gail what to do and when to do it.

Each use case includes a few key components:

Title – A simple label for your reference. It doesn’t affect Gail’s behavior.
Objective – The trigger. What event or phrase should cause this use case to run?
Actions – The specific steps Gail should take to complete the task.
Conditional Statements – The logic that helps Gail make decisions (like “if,” “and,” or “or”).
Directives – Behavior cues for Gail (e.g., “show empathy” or “maintain a calm tone”).

⚙️ Understanding Conditionals

Type	Description	Example
If / Then	Basic trigger and action.	If the caller asks for a quote, then collect their contact details.
Or	One of several conditions can be true.	If the caller wants auto or home insurance, then ask for their address.
And	Both conditions must be true.	If the caller owns a car and a boat, then offer bundled coverage.
Nor	Neither condition can be true.	If the caller has neither a car nor a home, skip insurance options.

Using conditionals allows Gail to adapt intelligently to different caller scenarios within a single use case.

🚫 Common Mistakes (and How to Avoid Them)

❌ Mistake 1: The “Vague” Objective

Don’t do this:

“Help schedule an appointment.”

This doesn’t tell Gail when or how to act.

✅ Do this instead:

Objective: If the caller asks to book a consultation, then assist with scheduling.
Actions:

Ask what day and time work best.
Offer the next two available appointments if needed.
Confirm date, time, and method (phone or Zoom).
Send a confirmation email.

Now Gail has a clear, repeatable process.

❌ Mistake 2: The “Guessing Game” Transfer

Don’t do this:

“Transfer caller to the right department.”

Gail won’t know which department is “right.”

✅ Do this instead:

If the caller says “I want to speak to a live person” and mentions billing, transfer to the billing department.
If they mention a new policy, transfer to sales.

Now Gail always routes calls correctly — no guesswork, no frustration.

🌟 What Great Looks Like

Example: Commercial Transfer by Business Name

Objective: If the caller requests commercial assistance and needs a transfer, follow these steps.
Actions:

Ask for the caller’s business name.
If the name starts with A–F, transfer to Dan.
If the name starts with G–N, transfer to Paul.
If the name starts with O–Z, transfer to Lisa.

✅ Each step is specific and measurable. Gail knows exactly who to transfer to based on the business name — no confusion or delays.

💡 Tips for Writing Strong Prompts

Be literal. Don’t assume Gail knows context — spell it out.
Use clear language. Start each step with “Ask the caller…” or “Tell the caller…” to guide her correctly.
Keep it step-by-step. Each action should describe one thing to do.
Plan for scenarios. Add “if,” “and,” or “or” statements to cover multiple paths.
Test and refine. Review call behavior and adjust instructions for clarity.

🧩 Think in Flows, Not Lists

Writing a use case is like building a flowchart. Each step leads to the next until the outcome is achieved.

Example:
If it’s a new quote → do A
Else if it’s a renewal → do B
Else if it’s a payment → do C
Else → offer general assistance

By following this linear flow, Gail always moves logically toward the right resolution.

🏁 Final Thoughts

Building great use cases is about precision, not complexity. When your prompts are clear, specific, and logical, Gail will handle every interaction with professionalism and consistency — just like your best team member would.

Remember:

Great prompts create great experiences.

If you’re ever unsure, start with this formula:

“When X happens, Gail should do Y — and if Z is true, she should do A instead.”

That’s the foundation of every high-performing use case.