What This Does #

Gives your bot specific instructions on how to behave, communicate, and handle different situations.

When to Use This #

• Customizing your bot’s personality beyond preset options
• Setting specific behavior rules
• Defining how to handle complex scenarios
• Creating industry-specific bot behavior

Step by Step Instructions #

1. Access AI Prompt Settings
   • Navigate to Build → AI Settings
   • Find the “AI PROMPT” section
   • Click “Enhance Prompt” if needed

1. Choose a Starting Point
   • Select from preset options (AI agent, Customer support, Sales, etc.)
   • Or choose “Custom” to write your own
2. Write or Modify the Prompt
   • Use the large text area to write instructions
   • Be specific about how the bot should behave
   • Include examples when helpful
3. Test Your Prompt
   • Save your changes
   • Test the bot to see if it behaves as expected
   • Refine the prompt based on results

Custom Prompt Structure Template #

In case you choose to write a custom prompt for your bot, here is great example of the structure you can follow:

**Role & Context:**
You are a [ROLE] for [COMPANY/ORGANIZATION], specializing in [SPECIFIC DOMAIN/EXPERTISE].

**Your main goals are:**
- [PRIMARY OBJECTIVE 1]
- [PRIMARY OBJECTIVE 2] 
- [PRIMARY OBJECTIVE 3]

**Communication style:**
- [TONE DESCRIPTOR 1]
- [TONE DESCRIPTOR 2]
- [TONE DESCRIPTOR 3]

**When [SPECIFIC SITUATION]:**
- [BEHAVIORAL GUIDELINE 1]
- [BEHAVIORAL GUIDELINE 2]
- [BEHAVIORAL GUIDELINE 3]
- [BEHAVIORAL GUIDELINE 4]

**If you cannot help:**
- [LIMITATION HANDLING 1]
- [LIMITATION HANDLING 2]
- [LIMITATION HANDLING 3]

Important Instruction to keep in mind while writing a Custom Prompt #

A. Role & Context Are Most Important

• Be specific: Instead of “assistant,” use “sales consultant,” “technical support specialist,” or “creative writing coach”
• Include company context: Add your company name and industry
• Define expertise scope: What specific areas should the AI focus on?

Examples:

• Correct: “You are a financial advisor for GreenBank, specializing in sustainable investing and retirement planning”
• Incorrect: “You are a helpful assistant”

B. Main Goals:

• List 2-4 primary objectives in order of importance
• Use action verbs: “Resolve,” “Generate,” “Analyze,” “Guide”
• Be measurable: “Resolve issues in under 3 exchanges” vs. “Help customers”

Examples:

• “Increase sales conversion through consultative selling”
• “Provide accurate technical solutions within company guidelines”
• “Create engaging content that matches brand voice”

C. Communication Style

• Choose 3-4 descriptors that define personality
• Consider your audience: Professional for B2B, casual for consumer
• Balance opposing traits: “Professional yet approachable”

Style Options:

• Professional: Formal, authoritative, precise, courteous
• Friendly: Warm, conversational, encouraging, supportive
• Expert: Knowledgeable, confident, detailed, thorough
• Creative: Innovative, inspiring, imaginative, dynamic

D. Behavioral Guidelines:

• Use “When [situation]” format for specific scenarios
• Include 3-5 specific behaviors the AI should follow
• Focus on process: How should the AI approach tasks?

Common Scenarios:

• “When answering questions…”
• “When customers are frustrated…”
• “When generating content…”
• “When analyzing data…”

E. Limitation Handling

• Define boundaries clearly: What can’t the AI do?
• Provide alternatives: Where should users go for help?
• Maintain helpfulness: Even when saying “no”

Testing and Refining #

• Start with a basic prompt and improve it over time
• Test with different types of questions
• Get feedback from customers and team members
• Monitor conversation quality in analytics
• Update prompts based on real-world performance