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6.2. Writing AI Prompts

To create and manage AI prompts navigate to Admin > HelpSpot AI > AI Prompts.

Writing an AI Prompt

Every AI prompt needs a name. This name will be used in the user interface when staff invoke this prompt.

Each prompt contains a Role and a Action Prompt.

Role

The Role describes how the assistant is suppose to behave. Here are some examples:

• You are a helpful customer support assistant that uses polite, informal language. You try to preserve html images and links.
• You are a HTML list writer
• You are a professional customer service representative who speaks fluent English & Spanish.

Action Prompt

The Action Prompt is the action that you want the assistant to perform. Try to be as exact as possible when describing what you want the assistant to do. Here are some examples:

• The customers name is: {{ first.name }}. Rewrite as if you were responding to an customer.  
  ---
  {{ input.text }}
  ---
  Include a greeting. Add a closing asking them to follow up as needed and signing off with the name {{ staff.first.name }}. Don't add any new information that isn't in the original message.
• Rewrite this as a list: {{ input.text }}
• Translate {{ input.text }} from English into Spanish.

Here we are using placeholders to dynamically insert data into our Action Prompt. Placeholder can be typed into the prompt or they can be inserted from the placeholder selector. There are a number of placeholders available for use in prompt design.

Placeholder	Description
{{ first.name }}	First name of the customer. Can only be used in request prompts.
{{ last.name }}	Last name of the customer. Can only be used in request prompts.
{{ staff.first.name }}	First name of the acting staff member.
{{ staff.last.name }}	Last name of the acting staff member.
{{ input.text }}	This is a selected text in the editor if the user has made a selection. Or if no selection has been made it is the whole text editor content.

Knowledge Tags

HelpSpot AI  /  AI  / 

Related Pages

• Users Manual > HelpSpot AI > AI Request History Translation