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The system prompt is the most important component of your AI assistant. It defines the assistant’s personality, behavior, knowledge, and capabilities. Think of it as the brain and training manual combined.

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Editing options

You have three ways to create and edit your system prompt:

AI Prompt Editor

Chat with AI to edit your prompt in plain language. Best for quick iterations and improvements.

Flow Builder

Visual drag-and-drop editor. Best for structured, multi-path conversations.

Classic editor

Direct text editing. Best for full control and manual fine-tuning.

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Start with a template

To get up and running quickly:
1

Open your assistant settings

Navigate to Assistants and click on the assistant you want to edit.
2

Find the system prompt field

Scroll to the System Prompt section.
3

Open the template library

Click the Templates button and choose a template that matches your use case.
4

Customise for your needs

Replace placeholder information with your company name, products, and specific instructions.

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Language support

Your system prompt can be written in any language, regardless of the spoken language setting:
  • Write the prompt in your preferred language.
  • Set the spoken language separately in assistant settings.
  • The AI will follow the prompt’s instructions while speaking in the selected language.
For example, you can write the prompt in English and set the spoken language to Spanish, or write the prompt in German and have the assistant speak in French.

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What makes a good system prompt

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Role and identity

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Conversation style

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Key information

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Behavioural guidelines

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Response framework

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Best practices

  1. Be specific — clear instructions get better results; include examples of good responses and define what not to do.
  2. Structure matters — organise information logically, use bullet points and sections, keep related information together.
  3. Test and iterate — start with a basic prompt, test various scenarios, refine based on call recordings, and add handling for edge cases.

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Common mistakes to avoid

  • Too vague: “Be helpful and professional” gives the AI insufficient direction.
  • Too rigid: Scripting every possible response reduces natural flow.
  • Information overload: Including unnecessary details slows the AI and increases confusion.
  • Missing guidelines: Not specifying how to handle common situations leads to inconsistent behaviour.

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Testing your prompt

After writing or updating your prompt:
  1. Make test calls covering common scenarios, edge cases, difficult situations, and various customer personalities.
  2. Listen to call recordings and check response accuracy, tone consistency, and knowledge retention.
  3. Refine based on what you hear.
Your system prompt is a living document. Update it regularly based on real call experiences and customer interactions.