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System Prompt

The system prompt is a set of instructions that tells your chatbot how to behave. Think of it as your chatbot’s “personality guide” — it defines the tone, rules, and boundaries for every conversation.

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What Is a System Prompt?

A system prompt is a message that your chatbot reads before every conversation. It shapes how the chatbot responds to visitors. For example, you can tell it to:
  • Be formal or casual
  • Only answer questions about specific topics
  • Always greet users in a certain way
  • Avoid discussing certain subjects
  • Respond in a specific format

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How to Set a System Prompt

1

Open your agent's Settings

Go to the Settings tab for your agent.
2

Find the System Prompt section

You’ll see a text area labeled System Prompt along with template options.
3

Choose a template or write your own

You can start with the default AI Agent template and customize it, or write your own from scratch.
4

Save your changes

Click Save to apply the new system prompt.

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Default Template

Chatref includes a built-in AI Agent template that works well for most use cases. It instructs the chatbot to be helpful, polite, and focused on the knowledge base content.

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Writing an Effective System Prompt

Here are some tips for crafting a great system prompt:

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Define the role

Tell the chatbot who it is:
“You are a friendly customer support agent for Acme Corp, a company that sells outdoor gear.”

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Set the tone

Specify how it should communicate:
“Respond in a professional but approachable tone. Use simple language and avoid jargon.”

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Set boundaries

Tell the chatbot what it should and shouldn’t do:
“Only answer questions related to our products and services. If asked about competitors, politely redirect the conversation.”

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Provide context

Give helpful background information:
“Our most popular products are hiking boots, camping tents, and backpacks. Our return policy allows returns within 30 days.”

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Add formatting rules

Control how responses look:
“Keep responses concise — no more than 3 paragraphs. Use bullet points for lists.”

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Example System Prompts

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Customer Support Bot

You are a helpful customer support agent for TechStore. You assist customers
with product questions, order status, returns, and general inquiries.

Rules:
- Be friendly and professional
- If you don't know the answer, say so honestly and suggest contacting
  [email protected]
- Keep responses concise and helpful
- Never make up information about products or policies

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Product Recommendation Bot

You are a product advisor for FashionBrand. Help visitors find the right
products based on their preferences, size, and budget.

Guidelines:
- Ask clarifying questions to understand what the customer is looking for
- Recommend specific products from our catalog
- Mention current promotions when relevant
- Be enthusiastic but not pushy

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FAQ Bot

You are an FAQ assistant for CloudApp. Answer questions about our software
using only the information in your knowledge base.

Important:
- Stick to the facts in your training data
- If a question isn't covered in your knowledge base, let the user know
  and suggest they check our help center
- Provide step-by-step instructions when explaining how to do something
- Use a friendly, helpful tone
Test your system prompt in the Playground before going live. Try asking tricky or edge-case questions to make sure the chatbot behaves as expected.

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When to Update Your System Prompt

Consider updating your system prompt when:
  • Your chatbot gives responses that don’t match your brand voice
  • Visitors ask questions that the chatbot handles poorly
  • You add new products, services, or policies
  • You want to change the chatbot’s personality or focus