> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepta.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# 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:

<CardGroup cols={2}>
  <Card title="General Prompts" icon="message-circle">
    * **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
  </Card>

  <Card title="Response Prompts" icon="reply">
    * **Begin Messages**: Customize opening greetings
    * **FAQ Responses**: Tailor answers to common questions
    * **Directions**: Personalize location and navigation instructions
    * **About Us**: Craft company description responses
  </Card>
</CardGroup>

### 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

<CardGroup cols={3}>
  <Card title="Legal Services" icon="scale-balanced">
    * Professional terminology
    * Confidentiality awareness
    * Compliance requirements
    * Appointment scheduling focus
  </Card>

  <Card title="Healthcare" icon="heart-pulse">
    * HIPAA compliance language
    * Emergency handling protocols
    * Appointment management
    * Insurance verification
  </Card>

  <Card title="Retail/E-commerce" icon="shopping-cart">
    * Product knowledge
    * Order status inquiries
    * Return policy information
    * Upselling opportunities
  </Card>
</CardGroup>

## 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