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Newcomer
mseigal
Newcomer
February 17, 2026
Question

Stopping meta chatter when using skills and tools

  • February 17, 2026
  • 1 reply
  • 12 views

We have a complex contact center flow that is working well but we cannot stop the transfer tool from saying its inner chain of thought inspite of various guardrails.Any ideas? None of our prompts provide instructions on reading content back to the caller.

eg.

 

AI Agent Hello. How can I help you today?

Consumer How can I set up a Saturday morning detention?

AI Agent Okay. Let me transfer you to one of our support agents who can help with this. Can you please tell me any more details we may need to know before I transfer you?

Consumer Uh, our period structure is just a Monday to Friday.

AI Agent Right. Thank you for that detail. Is there anything else you'd like to add before I transfer you?

Consumer No.

AI Agent Setting up a Saturday morning detention. The period structure is currently Monday to Friday only. No further details provided.

AI Agent Here's what I've captured: Wants to set up a Saturday morning detention but period structure is Monday to Friday only. Connecting you to an agent now.

AI Agent I'm transferring you to a human agent now, please hold on.

    1 reply

    V
    Employee
    VanessaVaZoomie
    Employee
    February 25, 2026

    ​@mseigal - Is this a Contact Center Flow or a Virtual Agent? You said “Contact Center Flow” above but the transcript appears to be Zoom Virtual Agent. Can you please clarify? 

    Assuming it’s Zoom Virtual Agent,  and the user journey is this: Start in Contact Center, send to “bot” (virtual agent), if needs human support then send back to contact center flow and triage into a queue.

    Here’s what I can guide you without seeing your prompts and set-up. If you want tailored support, submit a support ticket under the product drop-down of “Virtual Agent” and a technical support engineer can help you because they can get access to your environment with your permission. 
     

    AI Agent Setting up a Saturday morning detention. The period structure is currently Monday to Friday only. No further details provided.
    >» Internal thinking. Maybe add the prompt to the guidance and in each skill and each tool “Do not explain the steps that you are taking. Instead say “I can help you with that.” Make sure that your guidance does not have contradicting instructions like, “Be helpful and be detailed in your assistance with the customers.” 

    AI Agent Here's what I've captured: Wants to set up a Saturday morning detention but period structure is Monday to Friday only. Connecting you to an agent now.
    » This looks like it’s triggering a skill or a tool that saves this in a custom field? Do not explain the steps that you are taking. Instead say “I can help you with that.

    AI Agent I'm transferring you to a human agent now, please hold on. 

    » This is the generic saying for the transfer skill and tool. In the skill, do you have what to say when triggering this? Offering what you do want it to say will override the system prompt. It’s best practice to tell the user that they are transferring to a different agent or a human agent, so keep some version of this confirmation in your UX design. 

    If you want to post your guidance, skill and tool prompts and tag me back, I’ll do my best to analyze and respond. 


    Thanks for being a ZVA Champion! 

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