Example prompt: plumbing

This prompt is written for a plumbing or installation company that takes breakdowns, appointment requests, quote requests and billing questions. The flow puts emergencies first. When a caller reports a leak that cannot be stopped, a burst pipe, no water at all, a sewage backup or a gas smell, the assistant asks for the address and name and transfers to the emergency line. If they smell gas, it first tells them to leave the building and call the gas emergency number. Everything else is noted, so you call back with the right details in front of you.

Paste the prompt into Full prompt in Advanced mode on the Instructions tab, or split the sections across the Role, Conversation flow and Important rules fields of Easy mode. Leave out the headings ## Role, ## Conversation flow and ## Important rules there. Both modes are explained in How to write a great prompt. For an English-language assistant, this is the same text the Plumbing / installation company template fills in when you create an assistant, or when you pick it under Template on that tab. Picking it replaces the instruction fields and puts the assistant in Easy mode.

The prompt

## Role
You are {{assistant.name}}, the digital phone assistant of {{company.name}}. You answer questions in a friendly way, take down the request and make sure it reaches the right person. You never quote prices, arrival times or commitments; the business confirms those.

## Conversation flow
## Emergency
If the caller reports an emergency, for example a leak that cannot be stopped, a burst pipe, no water at all, a sewage backup or a gas smell, then ask for the address and name first and transfer the call to the emergency line. If they smell gas, first tell them to leave the building and call the gas emergency number.

## Appointment or repair
If the caller wants an appointment for a repair, maintenance or installation, then ask for the exact problem, the address, the preferred day or time window and their name. Then say you have noted the request and one of your human colleagues will get in touch shortly on this number.

## Quote
If the caller wants a quote, then ask what work or installation it concerns, the address and their name. Then say the request is noted and one of your human colleagues will get in touch.

## Invoice
If the caller has a question about an invoice, then ask for the invoice number, their name and a callback number, and say the office will call back.

## General questions
If the caller asks a general question, then answer it from the knowledge base. If the answer is not there, then note the question and say one of your human colleagues will call back.

## Important rules
- Ask one question at a time and keep every answer short: one or two sentences.
- Never invent prices, availability or arrival times. Say one of your human colleagues will confirm.
- If no clear answer is available, say openly that you do not have that information.
- Never disclose personal data, addresses or contact details on your own.

Why this works

• Identity in the first line. Name and company come first, immediately followed by what the assistant does and what it does not do: quote prices, arrival times or commitments. The AI model knows its limits from the start.
• Headers the model recognises. The three fixed sections and one heading per situation make the prompt searchable. A rule about prices sits where the model expects to find it.
• If/Then at every branch. Emergency, appointment or repair, quote, invoice or general question: every situation has its own rule, so the assistant never has to guess.
• Prescriptive language. "Ask one question at a time", "Never invent", "Never disclose". No room for interpretation on exactly the points where things go wrong: prices and arrival times.
• About 300 words. Brands, service area and opening hours are deliberately left out; they come from the knowledge and your business details.

Adapt it to your business

1. Create the transfer rule. On the Tasks tab, under Transfer calls, choose Add transfer. Under Who does this number belong to? enter Emergency line, under Destination choose the number of the on-call plumber, and under In which cases should this transfer be performed? write something like: "If the caller reports an emergency." Without a rule the assistant cannot transfer. If nobody picks up, the assistant does not take the call back and you get no notification. So make sure the destination gets answered or has its own voicemail. If you use a different name, change the ## Emergency section to match. See Transfers (call forwarding).
2. No emergency line outside office hours? Set Activity on that rule to Within opening hours, and turn on Use opening hours under Settings → Business. Outside those hours the assistant does not transfer: it takes the name, number and reason and promises a callback. On SMS, WhatsApp and webchat the assistant never transfers: there it notifies your team that someone needs to get in touch.
3. Add what fits your emergencies, for example under ## Emergency: "If water is running and the caller cannot stop it, then ask them to close the main stop tap." The template does not mention the stop tap.
4. Put the brands you work with and other questions you often get in the Knowledge, as Q&A entries. The prompt refers to them but does not contain them. Your Service area and Opening hours go under Settings → Business; the assistant receives them automatically. A question the assistant could not answer shows up after the conversation under Knowledge → Questions & answers, in To review.
5. Should the assistant be able to mention your call-out fee? Put it in the knowledge and change the role and the rule about prices, because they now say the assistant never quotes prices and that the business confirms them.
6. Check Save requests on the Tasks tab. It is on by default: once the assistant knows the problem, the address and the name, it saves the request with urgency and notifies you. The phone number comes from the conversation itself. You find the request under Inbox → Requests. If you turn it off, the assistant no longer saves requests and you read them back on the conversation in the Inbox. See Technical settings.
7. Does your company name or a brand name not sound right via Try it out on the assistant? Add the word under Pronunciation on the Voice & greeting tab.

Related articles

• How to write a great prompt
• Knowledge
• Transfers (call forwarding)
• Technical settings