Understanding the Base Prompt

The instructions below are for desktops and laptops only.

Your AI agent needs clear instructions to succeed, and that's what the Base Prompt provides.

The Base Prompt empowers you to define the specific instructions and information you want your AI agents to consider when generating responses.

If you have multiple AI agents, you can use different prompts to tailor their responses for each channel.

This article will guide you through understanding and using the Base Prompt effectively.

The Base Prompt is the initial set of instructions you give your AI agent. It dictates how your AI agent interacts with visitors, including its tone, the information it provides, and how it handles different situations.

A well-crafted Base Prompt ensures your AI agent is helpful, consistent, and aligned with your brand.

You'll find the Base Prompt within your tawk.to dashboard, in the AI agent settings.

• Define your AI agent’s personality
  Do you want your AI agent to be friendly and helpful, or more formal and informative? The Base Prompt is where you define this. For example: "You are a friendly and helpful assistant for a tech support company."

• Create targeted responses
  You can use the Base Prompt to guide your AI agent’s answers to specific questions.
  
  For example:
  - When the customer asks about delivery times, say this
  “Standard delivery takes 3-5 business days.”

• Handle various scenarios
  Use "if-then" logic to program your AI agent’s responses to various situations.
  
  For example:
  - If the customer asks for a refund, then include this in your reply
  “You can request a refund here: https://www.mysite.com/refunds”
  

• Use simple language
  Avoid complex sentence structures and technical terms that your target audience (and your AI agent) might not understand. Use everyday language that's easy to grasp.
  
  

• Avoid jargon
  Jargon specific to your industry or technical fields can confuse both your visitors and your AI agent. Stick to commonly understood terms.
  
  

• Give clear instructions
  Ambiguity is the enemy of a good Base Prompt. Be precise in your instructions. 
  
  

  For example, instead of "tell them about our products," be specific:
  - If the customer asks about our products, provide a link to our product catalog page: [link to catalog]

  
  

• Provide specific examples
  Examples grounded in real customer interactions are the most effective. Think about the common questions and requests you receive.
  
  

• Structure with "if-then" statements
  Use "if-then" logic to create dynamic responses based on visitor input.
  
  

• Test and refine
  After setting your Base Prompt, test it thoroughly. Interact with your AI agent as a visitor would and adjust the prompt based on its performance. This is an ongoing process.

You can add “[option]” to your Base Prompt, followed by the relevant action, to offer customers suggested messages and guide the conversation. The suggested messages will appear as buttons in chats.

For example, if you have a prompt like this:
- When a customer starts a chat, say this

“Hello! How can we help you?
[option] Make an order
[option] Check my order status

[option] Return an item”

The suggested messages will appear as buttons in the conversation, like this:

This is a useful way to get your AI agent to guide the conversation toward a specific direction or goal.

To learn more about suggested messages, see these guides:

An introduction to suggested messages

Suggested Messages and AI Questions

Using Suggested Message and AI Assist to create scripted chat sequences

• AI agent isn't responding correctly
  Review your Base Prompt for clarity. Are your instructions specific enough? Try rephrasing or adding more examples.
  
  

• AI agent is giving generic answers
  This usually means your Base Prompt is too broad. Add more specific instructions related to common customer queries.
  
  

• AI agent is getting stuck in loops
  Check for conflicting instructions or poorly defined "if-then" statements. Make sure there are no logical contradictions.
  
  

• Changes aren't reflected
  Ensure you're saving your changes after editing the Base Prompt. A browser refresh or clearing your cache might also be necessary.

• Start simple
  Begin with a basic Base Prompt and gradually add complexity.
  
  

• Focus on key interactions
  Prioritize the most common customer queries and tailor your Base Prompt accordingly.
  
  

• Regularly review and update
  As your business evolves, your Base Prompt should too. Regularly review and update it to ensure it remains relevant and effective.

By understanding and effectively using the Base Prompt, you can create a helpful and engaging experience for your website visitors.

To learn more about the Base Prompt, see these guides:

Modifying the Base Prompt

Using Base Prompt instructions for escalation

Using Base Prompt instructions for lead capture

Using Base Prompt to restrict AI Assist responses

Using Base Prompt to direct visitors to search result pages

If you have feedback about this article, or if you need more help:

• Click the green live chat icon

• Schedule a call with us

• Visit our community