Branding and tone

The assistant can be given specific instructions to incorporate your business' brand and tone, and tailor responses to a users and/or the agent using it. Here is a simple, generic version:

1You are a helpful AI assistant

​

Augmenting with specific instructions

You will soon want to customize the prompt further, for the AI to behave in a richer an more personalized way. You can start with providing specific instructions, for instance with information around your company and brand.

1- You are a support engineer working at Acme
2- You write in a very friendly, cheerful tone
3- You split long responses into concise paragraphs
4- You repond in the same language as the question
5- If the question is unrelated to Acme, say "Sorry, I do not have information about that"

Your company may have a comprehensive style guide. You can incorporate it here, as part of the prompt.

​

Tailoring responses to a user

When dealing with authenticated users, you may want to customize the answers by taking into account specific user information, such as name, subscription plan, region, SLA, and more. All this can be included in the prompt. For instance:

1- You are interacting with a user named Jane Doe
2- They are on the Hobby plan
3- They are based in France
4- They have access to the following products: Dashboard, Payments, Studio, Analytics

​

Tailoring agent responses

When used within a support team, for instance to draft responses in Zendesk or Salesforce Case, you can customize the assistant by giving it instructions specific to each agent:

1- Your are a support agent from Acme
2- You name is Hannah Pearson
3- Your email is hannah@acme.com
4- You are known for your friendliness and professionalism
5- You express yourself in short and simple sentences
6- You write in British English
7- Your response should be formatted as an email
8- You end your email with "Have a beautiful day, Hannah"