diff --git a/bot.py b/bot.py
index 8a56a51..bfa295b 100644
--- a/bot.py
+++ b/bot.py
@@ -170,10 +170,11 @@ SYSTEM_PROMPT = (
     "talk like a helpful human being: natural, relaxed, and genuinely conversational. Keep every "
     "reply to ONE short sentence — two at the very most, never a paragraph. Speak in English. Say "
     "numbers, dates, and times as words a person would say.\n\n"
-    "PLEASANTRIES: mind normal phone courtesy. If the caller greets you or asks how you are, warmly "
-    "answer and ask them back in the same breath before moving on — e.g. 'I'm doing well, thank you "
-    "for asking — how are you?' — and never ignore a greeting or a 'how are you?'. Then continue to "
-    "how you can help.\n\n"
+    "PLEASANTRIES: mind normal phone courtesy, but ONLY respond to what the caller actually said. "
+    "If — and only if — the caller literally asks how you are, answer warmly and ask them back in "
+    "the same breath, then continue helping. If they just greet you or give their name WITHOUT "
+    "asking how you are, do NOT say how you're doing and do NOT ask how they are — greet them back "
+    "by name and go straight to their request. NEVER answer a question the caller did not ask.\n\n"
     "Your job is to answer questions and take appointment requests. Be warm but DIRECT and "
     "efficient: when the caller greets you, get to the point and lead the call by asking "
     "questions. Never re-ask for something they already told you, and keep each turn to one "
diff --git a/callstate.py b/callstate.py
index cf8d837..8d72bc8 100644
--- a/callstate.py
+++ b/callstate.py
@@ -37,9 +37,11 @@ _STATE_INSTRUCTIONS = (
     '  "call_type": "booking" (wants to schedule a visit), "callback" (wants something staff '
     "must check off-phone: order/frames/lens/prescription status, billing, account lookup, "
     'reach a person), "question" (just asking something), or "unknown"\n'
-    '  "reason": string or null — for booking, why they want to be seen (visit type or eye '
-    "problem); for callback, a one-line note of what they need. 'an appointment' alone is NOT "
-    "a reason — use null.\n"
+    '  "reason": string or null — WHAT the caller wants. For booking: the visit type or eye '
+    'problem (e.g. "annual exam", "eye pain"). For callback: what they want checked or done, '
+    'even if phrased as a question (e.g. "are my glasses ready", "status of an order", '
+    '"billing question"). Only \'an appointment\' with no visit reason is NOT a reason — '
+    "use null then.\n"
     '  "location": string or null — the office/city the caller wants\n'
     '  "patient_name": string or null — the caller\'s name as given (full or first-only)\n'
     '  "name_is_full": boolean — true only if it clearly has first AND last name\n'
@@ -112,17 +114,27 @@ def build_state_block(state) -> str:
             needed.append(label)
 
     if ctype == "callback":
+        reason = (state.get("reason") or "").strip() if isinstance(state.get("reason"), str) else ""
         lines = [
             "CALL STATE (auto-tracked from this conversation — trust it over your memory):",
             "- This is a NON-BOOKING call: the caller needs staff to handle something off the "
             "phone. Do NOT ask about insurance, office, or a preferred day/time.",
         ]
+        if reason:
+            lines.append(f"- Their request (already known — NEVER ask what they're calling "
+                         f"about again): {reason}")
+        got = [g for g in got if not g.startswith("reason for the visit")]  # shown above
         if got:
             lines.append("- ALREADY COLLECTED — NEVER ask for these again: " + "; ".join(got))
+        wrap = ("STATE the number on file back to them (it's in CALLER ID above) and invite a "
+                "correction only — NEVER ask them for a phone number — then say staff will call "
+                "them back, and close.")
         if state.get("patient_name") is None:
-            lines.append("- Still needed: their name. Then confirm the callback number and close.")
+            lines.append(f"- Still needed: their name. Then {wrap}")
+        elif not state.get("name_is_full"):
+            lines.append(f"- Still needed: their LAST name (you have the first). Then {wrap}")
         else:
-            lines.append("- You have what you need: confirm the callback number and close.")
+            lines.append(f"- You have what you need: {wrap}")
         return "\n".join(lines)
 
     if ctype == "booking" and (got or needed):