How to re format incident description

[User687957]

Dear all,

I have setup a Twilio voice agent which is capable of creating an Incident based on a voice agent conversation

The voice agent is asking some question and then based on my reply send the conversation in the incident description as seen below

As you can see from description field, the question and answer are formated strangely.
What I would prefer is to have a summarize of the conversation and points discuss enumerated as bullet point or other natural information by avoiding Question = Answer

I am using for that the OOTB "Create incident with voice AI agent"  which is an Action ITSM which is refered from configuration

What I would like to do is that :
- incident desciption is written in a different way before creating the incident ( prompt adjust maybe)
- Incident category and Subcategory set correctly according to conversation
- Incicent impact and Urgency set corrcetly as well
- Incident chanel should be set to Voice Agent

Any idea how should I update the Ai Agent to reflect my change ?
Do I need to add some extra tool which does this OOTB ?
Do I need to update the prompt at some point ?

I have notice that when I click on this voice Agent I do not see how to adjust or add tools if needed and Test it before publishing. It is done in a form of different way than Skill 

Any idea how to do to reach my goal?

[Naveen20]

1. Update the Agent Instructions (steps/prompt) in AI Agent Studio with something like:

"Before creating an incident, rewrite the conversation as a professional summary paragraph followed by bullet points of key details (issue, onset, errors, scope). Never use Question/Answer format. Classify the incident category, subcategory, impact (1-3), and urgency (1-3) based on the conversation context. Always set contact type to Voice Agent."

2. Create one custom "Create Incident" tool in Flow Designer that accepts all the fields — short_description, description, category, subcategory, impact, urgency, and contact_type. Replace the OOTB action with this tool on your agent.

This way the LLM handles the summarization and classification through the prompt, and your custom tool ensures all fields are actually written to the incident record. The prompt alone can't set fields that aren't exposed as tool inputs — that's why you need both.

Open the agent from now/agent-studio/create-manage (not the Voice config form) to get full access to tools, instructions, and the test panel. 

[Naveen20]

1. Update the Agent Instructions (steps/prompt) in AI Agent Studio with something like:

"Before creating an incident, rewrite the conversation as a professional summary paragraph followed by bullet points of key details (issue, onset, errors, scope). Never use Question/Answer format. Classify the incident category, subcategory, impact (1-3), and urgency (1-3) based on the conversation context. Always set contact type to Voice Agent."

2. Create one custom "Create Incident" tool in Flow Designer that accepts all the fields — short_description, description, category, subcategory, impact, urgency, and contact_type. Replace the OOTB action with this tool on your agent.

This way the LLM handles the summarization and classification through the prompt, and your custom tool ensures all fields are actually written to the incident record. The prompt alone can't set fields that aren't exposed as tool inputs — that's why you need both.

Open the agent from now/agent-studio/create-manage (not the Voice config form) to get full access to tools, instructions, and the test panel.