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Write a good system prompt

The system prompt is the single most important factor in response quality. Do:
  • Name the company and what it does
  • Define the tone (formal, casual, friendly)
  • List topics the agent should and shouldn’t cover
  • Include fallback instructions (“If unsure, suggest emailing support@…”)
Don’t:
  • Leave it vague (“You are a helpful assistant”)
  • Give conflicting instructions
  • Try to cover every edge case — focus on the 80% of questions

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Structure your knowledge

Rather than dumping your entire website into one bucket, create separate knowledge items for distinct topics: pricing, shipping, returns, product specs. This helps the agent retrieve the right context.
Knowledge items don’t need marketing language. Use clear, factual statements. Instead of “Our award-winning shipping is blazing fast!”, write “Standard shipping: 3-5 business days. Express: 1-2 business days. Free shipping on orders over €50.”
Stale knowledge leads to wrong answers. Review and update your knowledge items when prices, policies, or products change.

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Set up quick questions

Quick questions appear as clickable suggestions in the chat widget. They:
  • Reduce friction for first-time visitors
  • Guide conversations toward topics your agent handles well
  • Increase engagement rates
Choose 3-4 questions that represent your most common customer inquiries.

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Test before going live

Use the Playground to test your agent with real questions before publishing. Try:
  • Common customer questions
  • Edge cases and off-topic questions
  • Questions in different languages (if you support multiple)
Changes to your agent are not live until you click Publish. Always test in the playground first.

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Monitor and improve

After launch, check your Analytics dashboard regularly:
  • Review conversations where customers weren’t satisfied
  • Look for questions the agent couldn’t answer — add knowledge to cover those gaps
  • Track response times and satisfaction scores over time