Custom Prompting

Define business-specific rules and priorities that shape your AI agent

Custom Prompting FAQ

Can custom prompts make the agent ignore its safety rules?

No.

Custom prompts are applied as supplementary business rules. They cannot override system rules, security policies, or tool limitations. Any attempt to do so will be flagged by the quality checker.

Will customers see my custom prompts?

No.

Custom prompts are strictly internal. The agent is instructed to never reveal, reference, or hint at these rules to customers.

What happens if a variable like {{contact.firstname}} is not available?

The agent handles missing data gracefully. If the customer's name is not available, the variable token remains in the prompt, and the agent will use a generic alternative (e.g., a warm greeting without a name).

Can I use presets without modifying them?

Yes.

Presets work as-is. However, some presets contain placeholders like [CAMPAIGN] or [BRAND] that you should replace with your actual values.

How many blocks can I create?

There is no limit on the number of blocks, but the total character count across all blocks cannot exceed 2,000 characters.

What happens to low-quality blocks?

They are saved but not applied to the agent's prompt. Fix the issue described in the warning, and the block will be re-evaluated on next save.

Do custom prompts work for both chatbot and suggested replies?

Yes.

Custom business rules are injected into both the chatbot system prompt and the suggested reply system prompt.

In which language should I write my rules?

You can write rules in any language. The agent will follow the logic but always respond in the customer's language, regardless of the language the rules are written in.