AI

Custom Prompts

What Are Custom Prompts?

Custom prompts let you add additional instructions to the AI chat assistant's system prompt. These instructions shape how the assistant behaves, what tone it uses, and what guidelines it follows when drafting replies or answering your questions.

Custom prompt instructions are configured at the workspace level, so they apply to every channel and ticket in your workspace.

Setting Up Custom Prompts

  1. Go to your workspace settings and find the AI configuration section.
  2. Locate the AI Chat Instructions field.
  3. Write your custom instructions in plain text.
  4. Save your changes.

The instructions are appended to the assistant's built-in system prompt, so you do not need to repeat any default behavior. Focus on what makes your support unique.

Use Cases

Tone of Voice

Define the communication style you want the assistant to use when drafting replies.

"Always use a warm, friendly tone. Address the customer by their first name. Avoid overly formal language but remain professional."

Brand Guidelines

Ensure the assistant follows your company's specific terminology and branding.

"Our product is called 'Acme Suite', never 'the software' or 'the platform'. Always capitalize feature names: Dashboard, Reports, Integrations."

Response Structure

Specify how replies should be formatted.

"Start every reply with a brief acknowledgment of the customer's issue. Use bullet points when listing steps. End with an offer to help further."

Domain-Specific Rules

Add constraints based on your business policies.

"Never promise refunds directly. Instead, direct customers to our refund policy page. For billing disputes, always recommend contacting our billing team."

Best Practices

  • Keep instructions clear and concise. The assistant follows specific, actionable instructions better than vague guidelines.
  • Test your prompts. After saving new instructions, try a few AI chat interactions to verify the assistant behaves as expected.
  • Update as your needs evolve. As your product or policies change, revisit your custom prompts to keep them accurate.
  • Avoid contradictions. Make sure your instructions do not conflict with each other, as this can lead to inconsistent responses.