Use the bot character prompt to define the chatbot’s support role and tone. Use the optional handoff prompt to guide escalation, then test routine and unclear requests.
Before you begin
You need permission to manage chatbot settings. Keep a copy of the current instructions before replacing them.
Step by step
- Open Settings → Chatbot → Dynamic prompt.
- Review Bot character (system prompt). Describe the bot’s role, writing style, boundaries, and how to respond when information is missing.
- Review the optional Handoff classifier prompt if your workspace uses custom instructions for classifying a handoff.
- Select Save prompts. Test ordinary questions, unclear requests, and a request for a human through the widget.
- Review the resulting session in Bot Messages and adjust the instructions if the actual behavior is not appropriate.
What to check
The prompt supports the intended support experience. Product facts and policies should still be maintained in the appropriate knowledge sources; a tone instruction is not a substitute for accurate source content.
Need to troubleshoot?
The bot invents an answer
Check both the instructions and the available sources. Tell the bot to acknowledge missing information and route the request appropriately.
The result differs from the prompt
Check that you saved in the intended workspace and that the configured deployment uses these workspace prompts.