Who This Is For / When to Use
Use this guide when the AI Bot’s tone, role, or behavior needs to change, such as updating how the bot introduces itself, what role it plays, or how it should respond to customers.
What the Bot Prompt Controls
The bot prompt defines the AI Bot’s identity, role, and default behavior, such as whether it acts as a receptionist, sales assistant, or support agent. Updating the prompt changes how the bot responds across conversations without retraining individual FAQs.
Open Custom Values in Settings
The bot prompt is stored as a Custom Value and must be edited from the Custom Values settings page.
To open Custom Values:
Go to Settings.
Scroll to Other Settings.
Click Custom Values.
Search for the Prompt Custom Value
The bot prompt is identified by a Custom Value with a name that includes the word "Prompt." Searching ensures the correct value is edited.
To locate it:
Click inside the search field on the Custom Values page.
Type prompt.
Locate the existing Prompt custom value in the results.
Edit the Existing Prompt Value
The bot prompt must be updated by editing the existing Custom Value. The name should never be changed, as the AI Bot depends on it.
To update the prompt:
Click the edit (pencil) icon to the right of the Prompt custom value.
Update the text inside the Value field with the new prompt instructions.
Do not change the Name field.
Click Update to save changes.
Common Issues and Fixes
Bot behavior did not change
Confirm the correct Prompt custom value was edited and that the Name field was not modified.
Prompt value was renamed accidentally
Restore the original custom value name exactly as it was and reapply the prompt text.
Multiple prompt values exist
Only one Prompt custom value should be used by the AI Bot. Remove duplicates or confirm which one the bot is referencing.