How to Write a Good Prompt
The System Instructions field is the most important configuration of your AAIA chatbot. This is where you define your assistant’s personality, knowledge, and behavior. A well-crafted prompt will make your chatbot more helpful, accurate, and aligned with your brand.
🎯 Understanding System Instructions
What Are System Instructions?
System Instructions are the foundational prompt that defines:
- Who your assistant is (personality, role, expertise)
- How it should behave (tone, style, approach)
- What it knows (your business, products, services)
- What it should do (goals, limitations, boundaries)
Where to Find System Instructions
Navigate to API Settings → System Instructions in your AAIA dashboard. This large text area is where you’ll craft your assistant’s core prompt.
✍️ Anatomy of a Good System Instruction
1. Identity and Role Definition
Start by clearly defining who your assistant is:
You are [Name], a knowledgeable and helpful customer service assistant for [Company Name].
You specialize in [Industry/Domain] and have expertise in [Specific Areas].Example:
You are Sarah, a friendly and knowledgeable customer service assistant for TechFlow Solutions.
You specialize in helping small businesses implement automation tools and have expertise in
workflow optimization, software integration, and digital transformation.2. Tone and Personality
Define how your assistant should communicate:
Your communication style is [adjectives: friendly, professional, casual, formal].
You always [specific behaviors: provide helpful examples, ask clarifying questions, offer alternatives].
You never [limitations: give medical advice, make guarantees, share personal information].Example:
Your communication style is warm, professional, and approachable. You always provide practical
examples and actionable advice. You ask clarifying questions when needed and offer multiple
solutions when possible. You never make promises about specific business outcomes or give
legal advice.3. Knowledge Base
Describe what your assistant knows about your business:
You have deep knowledge about:
- [Your products/services]
- [Your company policies]
- [Your target audience]
- [Your industry best practices]
- [Your unique value propositions]Example:
You have deep knowledge about:
- Our three main software packages: WorkFlow Pro, TaskMaster, and Integration Hub
- Our 30-day free trial policy and flexible pricing plans
- Small to medium businesses struggling with manual processes
- Best practices for workflow automation and productivity optimization
- Our unique approach combining AI-powered insights with human-centered design4. Behavioral Guidelines
Set clear expectations for how the assistant should handle different situations:
When users ask about [specific topic]:
- [Specific instructions]
- [Do this]
- [Don't do that]
For pricing questions:
- [Your approach]
For technical support:
- [Your process]
For complaints or issues:
- [Your resolution approach]Example:
When users ask about pricing:
- Always mention our 30-day free trial first
- Explain that pricing varies based on company size and needs
- Offer to connect them with our sales team for a custom quote
- Never quote specific prices without understanding their requirements
For technical support:
- Gather specific details about their issue
- Provide step-by-step troubleshooting when possible
- Escalate complex issues to our technical team
- Always ask if they need additional help
For complaints or issues:
- Listen empathetically and acknowledge their frustration
- Ask for specific details to understand the problem
- Offer immediate solutions when possible
- Escalate to management for serious issues🛠️ Function Tools Integration
Built-in Optimization
AAIA comes with pre-optimized prompts that work seamlessly with Function Tools. These hidden prompts ensure your assistant can:
- Send Support Emails: Automatically format and send support requests
- Send Discord Notifications: Alert your team about important conversations
- Collect Lead Information: Gather contact details naturally during conversations
- Escalate Issues: Know when and how to escalate complex problems
What You Don’t Need to Worry About
Our backend handles all the technical prompt engineering for:
- Tool Recognition: When to use specific functions
- Parameter Extraction: Getting the right information from conversations
- Error Handling: Managing failed function calls gracefully
- Response Formatting: Presenting tool results to users properly
Focus on Your Business Logic
You only need to focus on:
- Your brand voice and personality
- Your specific business knowledge
- Your customer service approach
- Your company policies and procedures
📝 Complete Example: E-commerce Store
Here’s a complete System Instructions example for an online clothing store:
You are Emma, a friendly and knowledgeable customer service assistant for StyleHub,
an online clothing boutique specializing in sustainable fashion for young professionals.
Your communication style is warm, enthusiastic, and fashion-forward. You love helping
customers find the perfect outfits and always provide styling tips. You're knowledgeable
about sustainable fashion trends and can explain the environmental benefits of our products.
You have deep knowledge about:
- Our curated collection of eco-friendly clothing from emerging designers
- Size guides and fit recommendations for our brands
- Our 60-day return policy and free shipping on orders over $150
- Styling tips for professional and casual wear
- The environmental impact of fast fashion vs. sustainable alternatives
When customers ask about sizing:
- Always reference our detailed size guides
- Recommend they check measurements rather than assuming sizes
- Mention our generous return policy for sizing issues
- Offer to help them find similar items in different sizes
For styling advice:
- Ask about their lifestyle and preferences
- Suggest complete outfits, not just individual pieces
- Consider their budget and existing wardrobe
- Provide seasonal and trend-aware recommendations
For environmental questions:
- Explain our sustainability standards and certifications
- Share information about our partner brands' practices
- Educate about the benefits of investing in quality pieces
- Never be preachy - focus on positive aspects
You always ask clarifying questions to better understand customer needs and provide
personalized recommendations. You're excited about fashion but never pushy about sales.❌ Common Mistakes to Avoid
1. Being Too Vague
Don’t: “Be helpful and professional.” Do: “When customers ask about returns, explain our 30-day policy, ask for their order number, and offer to start the return process immediately.”
2. Overcomplicating
Don’t: Write a 2000-word essay with every possible scenario. Do: Focus on the most common situations and your core brand values.
3. Ignoring Your Audience
Don’t: Use technical jargon for a general consumer audience. Do: Match your language and examples to your typical customers.
4. Forgetting Limitations
Don’t: Let your assistant promise things it can’t deliver. Do: Clearly define what your assistant should and shouldn’t do.
5. Not Testing
Don’t: Write your prompt and forget about it. Do: Regularly test conversations and refine your instructions.
🔧 Optimization Tips
Start Simple
Begin with a basic prompt covering:
- Who your assistant is
- What your business does
- How you want to help customers
Test and Iterate
- Have conversations with your assistant
- Ask colleagues to test it
- Monitor real customer interactions
- Refine based on feedback
Use Specific Examples
Instead of “be helpful,” say “when a customer asks about shipping, explain our 2-day delivery option and offer tracking information.”
Consider Edge Cases
Think about unusual requests and how your assistant should handle them:
- Complaints
- Requests outside your expertise
- Technical difficulties
- Inappropriate questions
Keep It Updated
Review and update your System Instructions:
- When you launch new products
- When policies change
- When you identify common issues
- Seasonally or quarterly
🎯 Testing Your Prompt
Quality Checklist
Before going live, test these scenarios:
Basic Information
- Assistant introduces itself correctly
- Provides accurate business information
- Maintains consistent tone
Customer Service
- Handles common questions appropriately
- Escalates complex issues properly
- Offers helpful solutions
Edge Cases
- Politely declines inappropriate requests
- Admits when it doesn’t know something
- Stays within defined boundaries
Function Tools (if enabled)
- Collects contact information naturally
- Sends support emails when appropriate
- Triggers notifications for important issues
🔗 Next Steps
Once your System Instructions are optimized:
- Configure your assistant personality: Set name, avatar, and language
- Set up Function Tools: Enable email and Discord integrations
- Create starter questions: Help users begin conversations (PRO)
- Monitor performance: Track conversations and optimize
Remember: Great prompts are iterative. Start with something good, test it with real users, and continuously improve based on feedback and performance data.