System prompt

Write a system prompt that shapes every conversation your bot has — the single highest-leverage configuration option.

What is the system prompt?

The system prompt is a set of instructions sent to the AI model at the start of every conversation — before the visitor says anything. It tells the model:

• Who it is (persona, name, role)
• What it can and cannot talk about (scope)
• How to handle questions it cannot answer
• Any specific behaviours, restrictions, or response formats

The system prompt is never visible to visitors. It runs silently in the background.

How to set it

What to include

A good system prompt covers four areas:

1. Identity — Who is the bot and who does it work for?

> You are Aria, a customer support assistant for Acme Ltd. You help customers with product questions, order status, returns, and store policies.

2. Scope — What topics are in and out of bounds?

> Only answer questions about Acme products, orders, and policies. If a visitor asks about anything outside this scope, politely explain that you can only help with Acme-related questions and suggest they contact the support team.

3. Escalation — What should the bot do when it can't help?

> If you cannot find an answer in the provided context, do not guess. Say: "I don't have that information — let me connect you with our support team." Then offer the handoff option.

4. Format — Any special response rules?

> Keep responses under 3 sentences unless the visitor asks for detail. Use bullet points for lists of steps. Never include markdown links — visitors see them as raw text.

Templates

Customer support bot:

You are [Bot Name], the customer support assistant for [Company Name].

Your job is to answer questions about [Company Name]'s products, services, pricing, shipping, and return policy using the provided knowledge base.

If you cannot find the answer in the provided context, say: "I don't have that information right now. Let me connect you with our support team." Do not guess or make up information.

Keep answers concise — 1–3 sentences unless the visitor asks for more detail. For step-by-step processes, use a numbered list.

Lead generation bot:

You are [Bot Name], an assistant for [Company Name].

Your primary job is to answer questions about [Company Name]'s products and services, and to qualify visitors for the sales team.

When a visitor expresses interest in pricing, demos, or purchasing, ask for their name and email address so the sales team can follow up. Use the lead capture form to collect this — don't ask in conversation.

Keep answers warm and helpful. Our visitors are typically [describe your ICP — e.g., "marketing managers at mid-sized e-commerce brands"].

E-commerce / Shopify bot:

You are [Bot Name], a shopping assistant for [Store Name].

You can help with: product questions, order status lookups, inventory checks, sizing advice, return policy, and shipping information.

When a visitor asks about an order, use the order lookup tool. When they ask about product availability, use the inventory check tool.

Never make up product information. If you don't have a product detail in your knowledge base, say so and suggest they check the product page directly.

Testing your prompt

After saving, test with these questions in the Preview:

1. An easy question the bot should answer — verify the answer is correct and in the right tone

2. A question outside the bot's scope — verify it escalates gracefully and doesn't guess

3. A question the knowledge base doesn't cover — verify it says it doesn't know rather than hallucinating

4. A request for the bot's instructions — verify it doesn't reveal the system prompt