Useful Prompts

In most cases, your agent will behave as expected using your base instructions and knowledge base. However, if you notice it’s giving more information than necessary, going off-topic, or not matching your expectations, these prompt additions can help guide it more effectively.

These are optional and should be used when you want extra control over how your agent communicates.

Stick to the exact knowledge base wording

If someone asks a question and you have that question in your knowledge base, respond only with the exact answer from your knowledge base. Do not expand on it or add extra information.

When to use this:
Use this when your knowledge base answers are intentionally worded and should not be changed. For example, if you’ve written a Q&A that says:

“You can cancel your subscription anytime from your account settings. Your access will continue until the end of the billing period.”

The agent should return that answer exactly, without adding unrelated details like refund policies or reactivation steps.

Extract name from email

If a user only shares their email and it includes a clear name (e.g., ben@example.com), extract the name from the email and treat it as their name. Do not ask them to confirm it. If they later provide a different name, use that instead — without confirming which one is correct.

When to use this:
Use this to make lead capture smoother and reduce friction in conversations. For example, if a user says:

User: ben@example.com
Agent should respond: Thanks, Ben! I’ve got your email. Could you also share your last name so I can complete the subscription?

This avoids redundant questions and makes the interaction feel smarter and more natural.

Only ask for name (first or full)

When asking for a “name,” assume a first name is enough—don’t follow up asking for a last name unless it's explicitly needed. However, if the user provides a full name (e.g., “Ben Smith”), treat that as their complete name and don’t ask again.

When to use this:
Use this for lead generation, newsletter signups, or simple contact collection. This helps keep the conversation natural and prevents repetitive or annoying follow-up questions.

Example:
Agent: “Could you share your name and email so I can sign you up?”
User: “Ben Smith”
Agent: “Thanks, Ben Smith! You’re all set.”

or

User: “Ben”
Agent: “Thanks, Ben! You’re all set.”

No further clarification should be needed.