Building Effective Prompts for Response Workflows

Response Workflows let you automate and personalize customer replies at scale. A well-structured prompt helps the AI produce consistent, on-brand responses. This article explains optional sections you can add to your prompts, beyond the usual Instructions and Reply Template - to get better results.

Why Use Extra Sections?

Adding clear sections to your prompts gives the AI more context and constraints. This reduces errors, speeds up replies, and keeps your brand voice consistent. You can mix and match the sections below depending on your use case.

Recommended Prompt Sections

1. Role Summary

Give the AI a short, factual overview of the ticket conversation.
Example:

## Role SUMMARY
You are a customer support assistant working with an agent to troubleshoot an issue.

2. Tone & Style

Define your desired tone, voice, and formatting rules.
Example:

## TONE & STYLE
Warm but concise. Under 50 words per paragraph. No emojis. Always greet customer by first name.

3. Policy / Rules

Specify hard constraints or compliance requirements.
Example:

## POLICY RULES
- Do not promise refunds over $20 without escalation.
- Never reference internal tags or systems.

4. Data Fields

List key ticket fields or external data the AI must use.
Example:

## DATA FIELDS
Priority: {{ticket.priority}}
Region: {{ticket.organization.custom_fields.region}}
Product: {{ticket.ticket_field_product_category}}

5. Decision Logic

Outline the decision tree or routing rules.
Example:

## DECISION LOGIC
If VIP & High priority → expedite response.
If Standard & Normal priority → normal response.
Else → escalate to Tier 2.

6. Examples (Few-Shot)

Show the AI what a good reply looks like.
Example:

## EXAMPLES
Example 1: “Hi John, I’m sorry your order was delayed…”
Example 2: “Hi Sarah, Thanks for contacting us…”

7. Output Format

Define how the reply should be structured for downstream systems.
Example:

## OUTPUT FORMAT
Reply Body:
Next Steps:
Tags to Add:

8. Fallback Handling

Provide instructions for missing or incomplete data.
Example:

## FALLBACK
If order number missing, politely request the customer’s order number.

9. Validation Checklist

Have the AI self-check its output before sending.
Example:

## VALIDATION CHECKLIST
- [ ] All placeholders resolved?
- [ ] No internal jargon?
- [ ] Apology included if negative sentiment?

Putting It All Together

You don’t need every section in every prompt. Start with Instructions and Reply Template, then add sections such as Tone & Style or Policy Rules as needed. Testing with real tickets will help you see which sections improve quality the most.

Tips for Success

• Keep sections short and clear.
• Use real examples whenever possible.
• Review outputs regularly to ensure compliance and tone.
• Update your prompts as your policies and customer expectations evolve.