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Prompt Engineering is the process of designing the “instructions” (prompts) that guide the AI’s behavior. A well-crafted prompt acts as the brain of your chatbot, defining its role, tone, and knowledge boundaries.

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Prompting within Flows

The most direct way to use AI is by adding an OpenAI Action inside a specific flow.
1

Add Action Block

In your Flow Builder:
  1. Click + Add Content.
  2. Select Actions.
  3. Choose OpenAI.
2

Select 'Generate Text'

Click on Generate Text (or “Generate Advanced Text” for more control). This opens the configuration dashboard.
3

Configure the System Prompt

The Business Information Prompt is where you tell the AI who it is.Example: Customer Support Transfer
Role: You are a helpful support assistant.
Task: Analyze the user's message. If they are angry or asking for a "human," reply with "TRANSFER_AGENT". Otherwise, answer their question politely.
4

Configure Settings

  • User Message: The input from the user (usually a Custom Field like {{last_user_message}}).
  • Save to Custom Field: Where the AI’s answer will be stored (e.g., {{ai_response}}).
  • Temperature: Controls creativity.
    • 0.0 = Precise, factual, consistent.
    • 0.7 - 1.0 = Creative, varied.
  • Tokens: Limits the length of the response (approx. 100 tokens = 75 words).

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Global System Prompt

If you want your bot to have a consistent personality everywhere (especially for the Default Reply), configure the Global Prompt.
  1. Navigate to Settings > Integrations > Prompt Engineering (OpenAI).
  2. Click Edit.
  3. In the Business Information (Prompt) box, define your bot’s core identity.
Best Practice: Include your business name, operating hours, key services, and tone of voice rules (e.g., “Always be formal,” or “Use emojis sparingly”).

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AI Assistants (Beta)

Assistants allow you to create specialized AI personas with their own “Knowledge Base” (uploaded files).
1

Create Assistant

Go to Settings > Integrations > Prompt Engineering > Assistant (Beta) > Manage > Add.
2

Upload Knowledge

Upload PDF files (e.g., product manuals, pricing sheets). The Assistant will search these documents to answer user queries accurately.
3

Use in Flow

Once created, this Assistant becomes a selectable option inside the OpenAI Action block in your flows, replacing the standard generic model.

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Agents (Prompt Templates)

Agents (formerly Prompt Templates) are reusable instructions for common tasks.
  • Navigate to: Settings > Integration > Prompt Engineering > Prompt Template > Manage > Add.
  • Use Case: Create a “Sentiment Analyzer” agent that you can reuse in multiple flows without rewriting the prompt every time.