Writing the system prompt
Four rules that make the difference between a useful assistant and an embarrassing one.
Be specific about what is forbidden. "Do not quote custom prices, offer a call instead" works; "be careful" does not.
Define the tone with an example, not with an adjective. Write the kind of sentence you want to hear.
List the cases for handing over to a human, and make sure the flow really does have an Agent Handoff node to land on.
State the limits of its knowledge. Tell it what to do when it does not know: ask, or pass to an operator. Without an explicit instruction, it tends to make things up.
The Generate with AI button produces a decent draft to start from, but it always has to be rewritten around the things you actually forbid.
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