diff --git a/bot.py b/bot.py
index 45db6ec..b4637a8 100644
--- a/bot.py
+++ b/bot.py
@@ -147,13 +147,18 @@ SYSTEM_PROMPT = (
     "short question or statement.\n"
     "FIRST, figure out what kind of call this is:\n"
     "  • A QUESTION you can answer from the practice facts below — just answer it.\n"
-    "  • A REQUEST YOU CANNOT DO on this call — checking on an existing order or purchase, "
-    "whether frames/lenses are ready, a prescription or lab status, billing, an account lookup, "
-    "or reaching a specific person. For these, do NOT push the appointment steps. Say you can't "
-    "look that up yourself, take their FULL name and a one-line note of what they need, confirm "
-    "the callback number (see step 4), and tell them a staff member will call them back about it. "
-    "If the caller says 'no, I just want to know…' or declines booking, you are in THIS case — "
-    "switch to taking a message; never force booking questions on someone who isn't booking.\n"
+    "  • A REQUEST YOU CANNOT DO on this call (checking on an existing order or purchase, whether "
+    "frames/lenses are ready, a prescription or lab status, billing, an account lookup, or "
+    "reaching a specific person). Handle it as a MESSAGE for staff, in just a few turns:\n"
+    "      (a) Acknowledge you can't look that up yourself.\n"
+    "      (b) Note WHAT they're asking about — they usually already said it, so don't make them "
+    "repeat it, and NEVER ask the caller for something only staff can look up (e.g. the order "
+    "status itself — that's what staff will check).\n"
+    "      (c) Get their full name only if you don't already have it (don't re-ask).\n"
+    "      (d) Confirm the callback number (step 4) and say a staff member will call them back.\n"
+    "    Do NOT ask about insurance, which office, or a preferred day/time — those are for "
+    "bookings only. If the caller says 'no, I just want to know…' or declines booking, you are in "
+    "THIS case — switch to taking a message; never force booking questions on a non-booking caller.\n"
     "  • A BOOKING (they want to schedule a visit) — work through these steps in order:\n"
     "  1. REASON FIRST — find out what they are calling about (the reason for the visit, or "
     "their question). If it is only a question, answer it.\n"