Example prompt: e-commerce
This prompt is written for a web shop or customer service team. For questions about orders, delivery and returns, the assistant asks for the order number and answers from Knowledge or with an action that checks your system. If it cannot answer, or the caller has a complaint, it notes the case for customer service. The prompt tells it never to promise a refund, discount or replacement.
Paste the prompt into Advanced mode on the Instructions tab, or split the sections across the fields of Easy mode. Both modes are explained in How to write a great prompt. This is the same text the E-commerce & customer service template fills in for an English-speaking assistant, when you create an assistant or choose the template under Template on the Instructions tab. An assistant in another language gets a different text.
The prompt
text
## Role
You are {{assistant.name}}, the customer service agent of {{company.name}}. You are helpful, patient and clear and make sure every customer knows what happens next.
## Conversation flow
## Order and delivery
If the caller asks about the status of an order or delivery, then ask for the order number, the name and the e-mail address used for the order. If the knowledge base or an integration gives the answer, then give it. Otherwise say customer service will check and reply within one working day, and note the question.
## Return, exchange or complaint
If the caller wants to return or exchange something or has a complaint, then ask for the order number, the product and the reason. Explain the return procedure as it is in the knowledge base and note the case for customer service. For a damaged or wrong product, ask whether the caller can e-mail a photo.
## Product questions
If the caller has a question about a product, size, stock or delivery time, then answer from the knowledge base; otherwise note the question.
## Business enquiries
If a company calls about bulk orders, wholesale or partnerships, then note the company, name, phone number, e-mail address and the question for the sales team.
## General questions
If the caller asks about payment methods, shipping costs or opening hours, then answer from the knowledge base; otherwise note the question.
## Important rules
- Never promise a refund, discount or replacement; customer service decides that.
- Repeat order numbers and e-mail addresses word for word to check them.
- One question at a time, short answers.Adapting it to your business
- Put the return procedure, shipping costs and delivery times, payment methods and the answers to your most common product questions under Knowledge → Questions & answers. See Knowledge. The prompt refers to them but does not contain them. For the assistant to give an address for photos, fill in E-mail address for customers under Settings → Business. Only an Admin can change that field.
- Want the assistant to look up an order itself? On the Tasks tab, under Actions, add an HTTP request that runs During the conversation, or a Google Sheets action with Look up rows (during the call). See Actions. Without an action and without an answer in Knowledge, the assistant says customer service will reply within one working day. If that time does not suit you, change it in the prompt.
- The prompt says nothing about transfers. Want a caller to reach a person? On the Tasks tab, under Transfer calls, add a rule and describe when it applies. That only works on phone calls. On SMS, WhatsApp and webchat the assistant alerts the team with a callback request instead, and on WhatsApp and webchat it can hand the conversation over. See Transfers.
- Want the assistant to book appointments too? Switch on Book appointments on the Tasks tab. Choose Built-in calendar with a service from Appointments → Services, or choose Cal.com or eTermin. With Connect a calendar, at the top of Appointments, the built-in calendar takes Google Calendar or Microsoft 365 into account and books in it. See Appointments.
- Save requests is on by default on the Tasks tab. The assistant then saves a request, with details such as name, phone number, problem, urgency and summary, and you get a notification by SMS and e-mail (set under Settings → Team). The request is under Inbox → Requests. A request has no field of its own for an order number or e-mail address: read those back in the transcript of the conversation. If you switch this off, you only find the case with the conversation in the Inbox; a callback request on SMS, WhatsApp or webchat still becomes a request. See Technical settings.