Campaign Talking Points and Agent Overrides

Where talking points come from

Any of these puts talking points on a contact:

• A column in your CSV. Name it “Talking points”, “talking_points” or “key talking points”; capitalisation and punctuation do not matter. Whatever is in that cell travels with the contact.
• A Google Sheet list. The same column names work when you create a list from a Google Sheet.
• The phone harvester. Businesses found with the Phone Number Harvester arrive with talking points written from their Google reviews.

On the list page, each contact’s talking points appear under their name, and any other imported columns sit behind a Details toggle. When you export a list to CSV, the column comes back out with it.

Inside a campaign, contacts with talking points carry a Talking Points label in the campaign’s contact list; hover it for a preview or click it to open the contact. The contact’s page (Activity) shows the full talking points in their own section, so you can read exactly what the agent will be briefed with before or after a call.

Calling contacts with talking points first

Contacts with talking points are usually the best-prepared calls in a campaign. To call them before everyone else, open the campaign, go to the Settings tab and tick Start with contacts with talking points under Call Order.

• Contacts that have talking points are called first, in their usual list order.
• Contacts without talking points are still called, just afterwards, in their usual order. Nobody is skipped.
• It does not matter how contacts were added: from a saved list, a CSV, a Google Sheet, the phone harvester or one at a time.
• The change applies to contacts that have not been called yet, and you can switch it on or off while the campaign is running.
• The campaign’s Contacts tab lists contacts in the order they will be called, so with the box ticked the ones with talking points appear at the top.

A contact counts as having talking points when its talking points column has text in it. A column that is there but empty does not count.

How they reach the agent

At dial time TriLuna adds a short prospect briefing to the agent’s system prompt: the contact’s name and company, the talking points, and a reminder to use them naturally rather than read them out. This works the same way the agent is told the caller’s name, and it applies to every campaign type that uses an AI agent:

The talking points are also available to the agent’s prompt as the variable {{key_talking_points}}, if you prefer to place them yourself.

Why some agents are missing from the picker

The briefing is delivered as a system-prompt override. ElevenLabs only accepts an override for agents that allow it, and sending one to an agent that does not would drop the call. So the AI agent picker in campaign screens only lists agents that allow prompt overrides, and shows how many of your agents are hidden for that reason.

To make a hidden agent eligible, open it under My AI Agents and turn on Behavioral Overrides. That enables both the system prompt and first message overrides in ElevenLabs, and the agent appears in the picker straight away.

You can also do it in the ElevenLabs dashboard: open the agent’s Security tab and, under Overrides, turn on System prompt (and First message if you want the greeting personalised with the contact’s name). Changes made there appear in the picker after TriLuna’s next agent sync.

An agent that was already chosen for a campaign stays selected and is labelled “prompt overrides off” until you enable them.

Checking it worked

Open a completed call’s transcript. When the briefing was applied, the agent refers to the talking points on its own, for example by asking for the manager by name. If it does not, check that the contact actually had talking points (open the list and look at the column) and that the agent allows prompt overrides.