Text Prompts

Text prompts control how your AI assistant behaves in chat conversations. Access them from Admin > Prompts in your admin panel. Available only upon request.

Overview

The system prompt sent to the AI is assembled from multiple sections. This modular approach lets you customize individual parts without rewriting everything.

Prompt Sections

When a user sends a message, the system prompt is built from these sections:

Sections 5-6 are automatically populated when your knowledge base has relevant content.

Open Statements

Purpose: Define the AI's identity, role, and scope.

This is the most important section - it establishes who your AI assistant is.

What to include:

• AI assistant name and personality
• Your company or brand name
• What the AI helps with
• Core capabilities

Example:

You are a friendly and knowledgeable assistant for [Your Company].

## Your Role

Help customers by:
- Understanding their needs and preferences
- Recommending suitable products or services
- Answering questions about policies
- Providing accurate information

Contact Information

Purpose: Provide business contact details for the AI to reference.

What to include:

• Phone number
• Email address
• Physical address (if applicable)
• Website URL

Example:

## Contact Information

Phone: 1-800-XXX-XXXX
Email: support@yourcompany.com
Website: https://yourcompany.com

Hours of Operation

Purpose: Specify when support is available.

What to include:

• Business hours by day
• Timezone
• AI availability (usually 24/7)

Example:

## Hours of Operation

AI Chat: Available 24/7
Phone Support: Mon-Fri 9 AM - 6 PM EST
Email: Responses within 24 hours

General Instructions

Purpose: Domain-specific knowledge and business rules.

This section provides context about your business that helps the AI give accurate answers.

What to include:

• Product or service categories
• Pricing tiers or ranges
• Key features and differentiators
• Important policies

Example:

## Product Information

**Categories:** Electronics, Accessories, Services

**Price Ranges:**
- Budget: Under $100
- Mid-range: $100 - $500
- Premium: $500+

**Key Features:**
- Free shipping on orders over $50
- 30-day return policy
- 1-year warranty included

Citation Instructions

Purpose: Tell the AI how to cite sources from your knowledge base.

This ensures responses are grounded in your actual content and users can verify information.

Default format:

• For products: [s-1], [s-2], [s-3], etc.
• For documents: [r-1], [r-2], [r-3], etc.

Example usage in responses:

• "I recommend this product [s-1] at $299."
• "Our return policy allows 30-day exchanges [r-1]."

Close Statements

Purpose: Response guidelines and behavior rules.

This section tells the AI how to format responses and handle edge cases.

What to include:

• Response formatting rules
• Tone and style guidelines
• What to do with unknown questions
• Safety guidelines

Example:

## Response Guidelines

**Formatting:**
- Keep responses concise and scannable
- Use bullet points for multiple items
- Include prices when recommending products

**Behavior:**
- Be warm, helpful, and professional
- Ask clarifying questions when needed
- Never make up product details or prices

**When You Don't Know:**
- Acknowledge the limitation honestly
- Suggest contacting support
- Offer to help with related questions

Editing Prompts

1. Go to Admin > Prompts
2. Select the section you want to edit
3. Modify the text in the editor
4. Click Save

Some sections may be marked as read-only if they contain system-generated content.

Setup Wizard Integration

The Setup Wizard can automatically generate prompts based on:

• Your business type
• Contact information you provide
• AI personality settings

This is the easiest way to get started - you can customize the prompts later.

Best Practices

Keep It Focused

• Each section has a specific purpose
• Don't repeat information across sections
• Remove sections you don't need

Be Specific

• Use concrete examples
• Include actual prices and policies
• Name specific products or categories

Test Regularly

• Use the chat to test responses
• Verify the AI uses correct information
• Check that citations appear properly

Avoid Common Mistakes

• Don't include outdated information
• Don't contradict your knowledge base
• Don't make promises you can't deliver
• Don't include competitor information

Prompt Length Guidelines

Longer prompts use more tokens and increase costs. Recommended lengths:

Total recommended: 900-2000 words (before knowledge base content is added)

Text vs Voice Prompts

Text prompts and voice prompts are configured separately:

Both can reference the same business information but are optimized for their medium.

Related Pages

• Voice Prompts - Configure voice chat behavior
• App Config - Branding and general settings
• Data Management - Test how prompts work with your knowledge base