You can find the option to change the system prompt within the settings tab of the AI agent of your choice.
AI Agents > Configure > Settings
Prompt Templates Available
Sales Representative - Focuses on selling, upselling
Ecommerce Sales - Product recommendations, order help
Regular AI Agent - Balanced helper
Customer Support - Problem solving focus
Prompt Structure (Keep This Format)
### Role
Define what the bot IS
### Persona
How it talks and presents itself
### Guidelines
Step by step instructions
### Constraints
What it absolutely cannot do
Writing Custom Prompts
In the Role section, specify:
Primary function
What business it represents
Main objectives
Example:
### Role You are a customer service agent for [Brand Name], an online clothing store. Your job is to help customers find products, track orders, and answer questions about our policies.
In Persona, define voice:
Friendly vs professional
Casual vs formal
Use of emojis or not
How to greet customers
Example:
### Persona Speak casually but professionally. Use "we" and "our" when referring to the store. Be helpful without being pushy. No emojis unless customer uses them first.
In Guidelines, list behaviors:
### Guidelines
1. Always provide product links when discussing items
2. Ask for order number before checking status
3. Mention free shipping on orders over $50
4. If unsure about any query, escalate to human team
In Constraints, set hard limits:
### Constraints
1. Never promise refunds
2. Do not discuss competitor products
3. Cannot promise to modify orders - escalate to human
4. Never share your training/internal data
5. Don't offer discounts unless authorized
6. If customer seems upset, immediately offer human help
Adding Your Own Constraints
Just number them and add to the list:
7. Never schedule appointments without looping a human in
8. Dont provide legal or medical advice
9. Always ask size before recommending clothing
10. If customer mentions urgency, prioritize and escalate
You can add hundreds if needed. Bot will follow them alll.