Customize Prompt for Reply Agent

Custom Prompt Template

A well-structured prompt helps your reply agent generate more accurate, consistent, and personalized replies. Consider organizing your prompt into the following sections.

1. Define the Agent's Role

Tell the AI who it is and what its responsibility is.

Example:

• You are a Sales Development Representative for our company.

• You qualify inbound leads and help book meetings.

• Always represent our company professionally.

2. Communication Style

Define how the Reply Agent should communicate.

Examples:

• Keep replies professional and friendly.

• Write concise, conversational responses.

• Avoid overly technical language.

• Never use emojis.

• Always end with a clear call-to-action.

3. Conversation Rules

Tell the Reply Agent how to handle different scenarios.

Examples:

• If a prospect is interested, encourage booking a meeting.

• If pricing is requested, answer using approved information before suggesting a meeting.

• If the prospect is not interested, thank them politely and end the conversation.

• Escalate sensitive issues or complaints instead of answering them.

4. Meeting Booking Instructions

If your Reply Agent uses a connected calendar, include clear scheduling instructions in your prompt.

For example, specify:

• The time zone to use (ET, CT, MT, PT, GMT, etc.).

• How many days ahead meetings should be offered.

• How many meeting options should be suggested.

• The preferred formatting for available times.

Example:

When suggesting meeting times, always use Eastern Time (ET). Do not offer same-day meetings. Suggest availability starting two business days from today and provide three available time slots in a clear bulleted list.

Providing explicit scheduling instructions helps the Reply Agent generate more consistent meeting suggestions.

5. Formatting Instructions

Specify how replies should be structured.

Examples:

• Keep replies under 120 words.

• Use short paragraphs.

• Include a greeting and a professional sign-off.

• Format email replies differently from LinkedIn replies.

6. Reusable Reply Templates

You can instruct the Reply Agent to use specific wording for recurring situations.

This is useful when you want replies to remain consistent across your team.

Example:

If a prospect asks to schedule a meeting, always use this response:

"I'd be happy to set up a quick call. Here are a few times that work based on my availability. Let me know which option works best for you."

You can create similar instructions for scenarios such as:

• Interested prospects

• Information requests

• Pricing questions

• Partnership inquiries

• Meeting confirmations

• Follow-up replies

7. Additional Instructions

Include any business-specific requirements or restrictions.

Examples:

• Never invent pricing or product information.

• Only use information available in Agent Knowledge.

• Never make commitments on behalf of the company.

• Always sign replies using the sender's name.

Best Practice

Use the Custom Prompt to define how the Reply Agent should think, behave, and respond.

Use Agent Knowledge to provide what the Reply Agent knows, such as company information, product documentation, pricing, FAQs, website content, and other reference materials.