Custom Prompts

Create and manage custom prompts to control AI agent behavior and responses

Overview

Custom prompts allow you to fine-tune your AI agents’ behavior, personality, and response patterns to match your business needs and brand voice perfectly.

Prompt Types

System Prompts

Based on the platform implementation, you can customize:

General Prompts

• Agent Personality: Define overall agent character and tone
• Behavior Rules: Set guidelines for agent responses
• Brand Voice: Maintain consistent brand personality
• Conversation Style: Control formality and approach

Response Prompts

• Begin Messages: Customize opening greetings
• FAQ Responses: Tailor answers to common questions
• Directions: Personalize location and navigation instructions
• About Us: Craft company description responses

Situational Prompts

• Caller Type Responses: Different prompts for different caller types
• Time-Based Messages: Adjust responses based on business hours
• Service-Specific: Tailor responses for different services or products
• Escalation Prompts: Handle complex situations requiring escalation

Prompt Configuration

Business Information Integration

The platform automatically integrates business information into prompts:

• Company Details: Business name, address, and contact information
• Service Descriptions: Detailed explanations of services offered
• FAQ Database: Frequently asked questions and approved answers
• Location Information: Directions and geographic details

Dynamic Content

• Real-time Updates: Prompts automatically update when business information changes
• Contextual Responses: Prompts adapt based on caller information and history
• Personalization: Include caller-specific information in responses
• Time Awareness: Adjust responses based on current time and business hours

Prompt Engineering Best Practices

Effective Prompt Structure

1. Clear Instructions: Provide specific, actionable guidance
2. Context Setting: Establish role and responsibilities clearly
3. Tone Definition: Specify desired communication style
4. Boundary Setting: Define what agents should and shouldn’t do
5. Example Responses: Include sample responses for guidance

Industry-Specific Prompts

Legal Services

• Professional terminology
• Confidentiality awareness
• Compliance requirements
• Appointment scheduling focus

Healthcare

• HIPAA compliance language
• Emergency handling protocols
• Appointment management
• Insurance verification

Retail/E-commerce

• Product knowledge
• Order status inquiries
• Return policy information
• Upselling opportunities

Caller Type Customization

Potential New Clients

Prompts for handling prospective customers:

• Qualification Questions: Guide agents through lead qualification
• Service Explanations: Provide detailed service information
• Value Propositions: Highlight key benefits and differentiators
• Next Steps: Clear guidance on follow-up actions

Existing Customers

Customized responses for current clients:

• Recognition: Acknowledge existing relationship
• Service History: Reference previous interactions
• Account Management: Handle account-related inquiries
• Loyalty Messaging: Reinforce customer relationship

Sales and Other Inquiries

• Sales Prompts: Handle product inquiries and pricing questions
• Vendor Communications: Manage business-to-business interactions
• General Inquiries: Address miscellaneous questions professionally
• Referral Handling: Guide referrals appropriately

Prompt Management

Configuration Interface

The platform provides tools for:

• Prompt Creation: Build new prompts from templates or scratch
• Testing Environment: Test prompts before deployment
• Version Control: Track changes and maintain prompt history
• A/B Testing: Compare different prompt versions for effectiveness

Template Library

• Industry Templates: Pre-built prompts for common industries
• Use Case Templates: Templates for specific business scenarios
• Best Practice Examples: Proven prompt structures and approaches
• Customization Options: Modify templates to fit specific needs

Advanced Prompt Features

Conditional Logic

• If-Then Statements: Create conditional responses based on context
• Dynamic Variables: Include changeable information in prompts
• Context Awareness: Adjust responses based on conversation flow
• Escalation Triggers: Automatically escalate based on specific conditions

Multi-Language Support

• Language-Specific Prompts: Create prompts for different languages
• Cultural Adaptation: Adjust tone and style for different cultures
• Regional Variations: Customize for regional differences
• Translation Management: Maintain consistency across languages

Integration with Agent Configuration

Automatic Synchronization

• Real-time Updates: Prompt changes immediately apply to all agents
• Configuration Inheritance: New agents inherit current prompt settings
• Consistency Maintenance: Ensure all agents use updated prompts
• Rollback Capability: Revert to previous prompt versions if needed

Performance Integration

• Quality Metrics: Track how prompt changes affect call quality
• Success Rate Monitoring: Monitor impact on call success rates
• Customer Satisfaction: Measure prompt effectiveness through feedback
• Optimization Insights: Identify opportunities for prompt improvement

Prompt Optimization

Performance Analysis

• Response Effectiveness: Analyze how well prompts guide conversations
• Customer Satisfaction: Track satisfaction scores with different prompts
• Call Duration Impact: Monitor how prompts affect call length
• Resolution Rates: Measure problem resolution success

Continuous Improvement

• Regular Review: Periodic assessment of prompt performance
• Feedback Integration: Incorporate customer and team feedback
• Industry Updates: Keep prompts current with industry changes
• Best Practice Application: Apply proven optimization techniques

Compliance and Safety

Regulatory Compliance

• Industry Regulations: Ensure prompts comply with relevant regulations
• Privacy Protection: Include appropriate privacy and data protection language
• Disclosure Requirements: Meet legal disclosure obligations
• Consent Management: Properly handle consent and opt-in/opt-out requests

Safety Guidelines

• Appropriate Content: Ensure all prompts maintain professional standards
• Bias Prevention: Review prompts for potential bias or discrimination
• Inclusive Language: Use inclusive and respectful language
• Cultural Sensitivity: Consider cultural implications of prompt content

Testing and Validation

Prompt Testing

• Simulation Environment: Test prompts in controlled environment
• User Acceptance Testing: Validate prompts with actual users
• Edge Case Testing: Test unusual or challenging scenarios
• Performance Validation: Verify prompts meet performance requirements

Quality Assurance

• Review Process: Systematic review of new and updated prompts
• Approval Workflow: Multi-stage approval for prompt changes
• Documentation: Maintain detailed records of prompt versions and changes
• Training Integration: Ensure prompts support agent training objectives

Common Use Cases

Customer Service Excellence

• Empathy Training: Prompts that teach agents to show understanding
• Problem Solving: Guide agents through systematic problem resolution
• De-escalation: Techniques for handling upset or frustrated customers
• Follow-up Management: Ensure appropriate follow-up actions

Sales Optimization

• Lead Qualification: Systematic approach to identifying quality leads
• Needs Assessment: Guide agents to understand customer requirements
• Solution Presentation: Structure for presenting products or services
• Objection Handling: Responses to common customer objections