Core Principles
User must structure prompts with 450-550 words maximum for optimal AI performance.
User must break prompts into: Identity, Tasks, and Guardrails.
User can add natural speech patterns:
- Brief affirmations: “Got it,” “I see,” “Understood”
- Filler words: “actually,” “you know,” “let me check”
- Thoughtful pauses with ellipses
Example:
## Communication Style
Speak naturally. Use brief affirmations like "Got it" or "I see."
Include natural speech patterns: "Let me check on that..." or "Hmm, actually..."
Avoid formal or robotic tone.
Conversation Flow
User can guide responses by providing clear options:
"Hi, thanks for calling [Company Name]. I can help you with:
- Checking order status
- Making a payment
- Scheduling an appointment
- Speaking with an agent
What would you like help with today?"
## Error Handling
If user's response is unclear:
1. Ask a clarifying question
2. If still unclear after 2 attempts, offer to connect to human agent
3. Never get stuck in loops - move forward
Example: "I didn't quite catch that. Could you repeat [specific information]?"
Phone Numbers
User can format phone numbers:
## Phone Number Handling
When stating phone numbers:
- Input formats: 7283651940, (728) 365-1940, 728-365-1940
- Spoken format: "seven two eight - three six five - one nine four zero"
- Speak each digit individually
- Maintain space before and after dash
Email Addresses
User can format email addresses:
## Email Address Handling
Format: name@company.com
Spoken format: "n-a-m-e-at-c-o-m-p-a-n-y-dot-c-o-m"
Rules:
- Spell each letter individually with brief pauses
- "@" symbol = "at"
- "." = "dot"
- Hyphens/underscores: say "dash" or "underscore"
Example: john.doe@company.com
Say: "j-o-h-n-dot-d-o-e-at-c-o-m-p-a-n-y-dot-c-o-m"
Time & Date
User can format time and date:
## Time & Date Formatting
Time:
- 1:00 PM = "One PM"
- 3:30 PM = "Three thirty PM"
- 8:45 AM = "Eight forty-five AM"
- Always include AM/PM
Date:
- January 5, 2024 = "January fifth, twenty twenty-four"
- March 12, 1998 = "March twelfth, nineteen ninety-eight"
- July 1, 2030 = "July first, twenty thirty"
Rules:
- Avoid "O'Clock" (unclear over phone)
- Always specify AM/PM
- State years as full numbers
- Pause briefly between day, month, year
Advanced Techniques
Step-by-Step Flows
User can structure complex conversations:
## Appointment Booking Flow
1. Greet user and ask for preferred date
<wait for user response>
2. If date available:
- Ask for time slot
- If time available: Proceed to step 3
- If unavailable: Offer alternatives
3. Collect: name, email, phone
<wait for user response after each>
4. Confirm details before finalizing
Tone Settings
User can set tone:
## Tone
- Warm and empathetic
- Patient with frustrated customers
- Enthusiastic when solving problems
- Calm and professional
Variable Mapping
User can map responses to variables:
When user provides email, store as {user_email}
When user provides phone, store as {user_phone}
Use variables when calling tools
Testing
User must test:
- Tone consistency
- Response clarity
- Error recovery
- Natural flow
- Various input patterns
Side scenarios:
- Common confusion points
- Unnatural sounding responses
- Verbose or too brief answers
- Edge cases
Common Mistakes
User must avoid:
- Overloading prompts
- Corporate jargon
- Infinite loops
- Mentioning “function,” “tool,” or technical terms to callers
Quick Reference
- Structure: Identity, Tasks, Guardrails
- Length: 450-550 words max
- Style: Natural, conversational
- Questions: One at a time
- Errors: Include fallbacks
- Data: Format consistently
- Testing: Iterate on real conversations
- Flows: Step-by-step for complex tasks
- Variables: Map for tools
- Technical terms: Never mention to users
User can use prompt generator (top right of AI Instructions screen) to start, then refine with these tips.
