---
description: Learn how to write effective AI Agent prompts with best practices, tips, and practical examples.
title: How to Write Effective AI Agent Prompts
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---

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4. How to Write Effective AI Agent Prompts

# How to Write Effective AI Agent Prompts

![Avatar](https://assets2-proxy.respond.io/ph8r57dk1q9w/2Y6LIr15mC1nj8MgftMVT5/6ffeea71593277f0fc29dafd1c1de9b9/Serene_Avatar.svg)

Shing-Yi Tan

· 03 Dec 2025

11 min read

Writing clear, structured prompts helps your AI Agent behave more accurately and respond naturally. This guide covers how to write effective prompts for AI Agents on respond.io, including both **Instructions** and **Actions**.

## Instructions vs. actions

| Type         | Purpose                                                                                                       |
| ------------ | ------------------------------------------------------------------------------------------------------------- |
| Instructions | Guides the AI Agent’s overall behavior, tone, and goal with step-by-step instructions                         |
| Actions      | Tells the AI Agent exactly when to perform these actions and how to do it (e.g. assign, close, update fields) |

## Writing instructions

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6udAa6gI0t0w8sQvr8ELmR/07f6586598434627686cbd5816d75c0a/instructions-section.png?fm=jpg&q=80&w=1200&fl=progressive)

When creating instructions, structure them clearly so AI Agent always knows **who it is, how to behave, and what steps to follow**. We recommend breaking down instructions into four parts.

| Element                    | What it does                                                                                                                                       | Example                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Context                    | Set the scene for AI Agent. Explain who it’s talking to, and what the main goal of the conversation is.                                            | \- You’re speaking to someone reaching out to the company.\- They may be a new or existing Contact.\- Your goal is to determine their intent and route them to the right team or person.                                                                                                                                                                                                                                                                                                |
| Role & communication style | Define how AI Agent should act and sound. Include its role, tone, and rules for communication.                                                     | \- You’re a polite, professional and efficient receptionist.\- You will ask one question at a time and never answer any queries yourself.\- You’re a calm, helpful support agent who uses simple, clear language.                                                                                                                                                                                                                                                                       |
| Flow                       | Lay out the conversation step by step. This tells AI Agent exactly how to guide the interaction.                                                   | 1\. Greet and ask: “Hi {{$contact.firstname}}! 👋 How can I help you today?” 2\. Based on their reply, infer intent:Issues related → assign to {{select team}}Pricing related → assign to {{select team}}If no clear intent → assign to {{select team}}3\. Always thank them and let them know someone will assist shortly.4\. Ask if there’s anything else to pass along. If not, close the conversation politely.                                                                     |
| Boundaries                 | Defines what AI Agent should _not_ attempt (e.g. legal advice, medical diagnosis, financial advice, stock checking, ).                             | **Do not provide**:\- Financial advice (e.g., “Should I invest in Tesla stock?”)\- Medical advice (e.g., “What dosage of Lexapro should I take?”)\- Legal advice (e.g., “Can I sue my landlord for this?”)\- Real-time product availability (e.g., “Is the iPhone 16 Pro in stock at Best Buy?”)**Instead, politely redirect**:\- Suggest consulting a professional (doctor, lawyer, financial advisor).\- Suggest checking the official source (retailer’s website, customer support). |
| Follow-up                  | Tells the AI Agent to send an automatic message if the Contact doesn’t reply within a set time (up to **1 day** and **up to 5 times** per prompt). | If the Contact doesn’t reply after 6 hours, follow up to check if they’re still interested.                                                                                                                                                                                                                                                                                                                                                                                             |

> **Note:** AI Agent instructions support up to **10,000 characters**. If you exceed the limit, you’ll be prompted to shorten your instructions before saving.

### Tips for instructions

Writing clear, structured instructions helps your AI Agent behave consistently. Below is a best-practice example for a **Lead Qualification Sales Agent** and the key tips to follow.

```plain
# CONTEXT
* You're chatting with someone exploring our product (new, returning, or browsing). Your goal is to guide them to the right product or plan.

# ROLE & COMMUNICATION STYLE
* Be warm, helpful, and relaxed—never pushy. Ask one question at a time. Keep replies short, clear, and encouraging.

# TOP-LEVEL FLOW
1. Greet and welcome the Contact (Contact name $contact.firstname). 
2. Ask, collect, and save Contact fields: name, email, and phone (all required).
3. Ask about their needs: **"Do you have a budget in mind? 🙂"**

## QUALIFY LEAD
1. **Qualified:** If budget ≥ 100000, recommend a product based on their answers using the Knowledge Source.
 1.1 If they show interest, ask: **“Would you like to book a demo or talk to someone?”**
 1.2 If yes, assign to @Sales Team and update the lifecycle stage to Hot Lead. If not ready, let them know you're here if they need help later.
2. **Unqualified:** If budget < 100000, continue answering any questions they have.

# BOUNDARIES
1. Do not inform the contact that they are qualified or unqualified. Gracefully proceed with the flow.
```

* **Use canonical terms** (the exact names and actions from your Workspace):  
   * **Teams/agents**: e.g. `@Support Team`, `@Sales Team`, `@Jane Doe`  
   * **Actions**: e.g. **Assign to**, **Close conversation**, **Update Lifecycle stages**, **Update Contact fields**  
   * **Contact fields**: e.g. Name field, Email field, Phone field — so data is saved/updated correctly
* **Structure your instructions clearly**:  
   * Break steps into logical order (_Greet → Ask → Decide → Assign_)  
   * Use point form instead of paragraphs (_Shift + Enter_ for line breaks)  
   * Use headers (# H1, ## H2) for each section. For example:  
   ```plain  
   # CONTEXT  
   # ROLES AND COMMUNICATION STYLE  
   # TOP-LEVEL FLOW  
   ## SUB-LEVEL FLOW  
   # BOUNDARIES  
   ```
* **Keep language clean and usable**:  
   * Write in clear, conversational English (other languages work too if canonical terms are preserved)  
   * Use symbols (=, <, :) for comparisons or conditions  
   * Keep grammar/spelling correct  
   * Use emojis sparingly (to stay approachable but professional)
* **Be clear about capabilities**:  
   * State what the Agent **can** and **cannot** do  
   * Don’t overload instructions with details → use **Actions** for execution (e.g. assigning, closing, updating fields)
* **Organize by flows and scenarios:**  
   * Start with a **top-level flow** (e.g. Greet → Ask → Decide → Assign)  
   * Break it into **scenarios** for common situations  
         * Example: In the Sales Agent prompt above, “Qualifying Lead” is its own scenario  
   * This makes prompts easier to read, update, and maintain

## Writing action prompts

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2VJXxHpJjUnCQaJ5wHzop5/3f685bda2fd4056db57a9e792e7eafda/actions-section.png?fm=jpg&q=80&w=1200&fl=progressive)

Action prompts are used when AI Agent performs something **before** sending a reply — like assigning a chat or closing the conversation.

These should be **short, specific**, and **focused on execution**.

### How to write them

For each action, describe:

* **When** it should happen (the condition)
* **What** the Agent should do

| Action                  | Prompt Example                                                                                       | Optional Customizations                                                                                                                                                                                                                    |
| ----------------------- | ---------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Assign to agent or team | “If the contact says they want to speak to someone, assign to the @Sales team.”                      | You can specify how the assignment is made (e.g. round robin or least open conversation).                                                                                                                                                  |
| Close conversation      | “If the issue is resolved or the Contact says ‘thanks’, close the conversation and write a summary.” | You can decide whether a summary is generated when a conversation is closed. By default, a summary is created — specify “do not generate a summary” if you want to turn it off. You can also set rules for which closing notes to include. |
| Update Contact field    | “If the Contact shares their company name, update the Company field.”                                | You can define the exact value to save (e.g. “only save if email ends with @companyname.com”).                                                                                                                                             |
| Update Lifecycle stage  | “If they express interest in buying, update Lifecycle stage to ‘Qualified’.”                         | You can specify exactly which Lifecycle stage name should be applied.                                                                                                                                                                      |

### Tips for actions

AI Agents can be told what to do in two places:

* **Instructions box**  
   * Here you usually write your step-by-step flows, e.g. _“Greet → Ask → Assign → Close”_.  
   * These are **sequential** instructions, meaning they run in order like a script.
* **Actions settings**  
   * Here you can configure **non-sequential** rules, e.g. _“If user asks for a human → Assign to @Support Team”_.  
   * These don’t depend on the flow; they can trigger anytime.

For **best accuracy**, it’s recommended to cover actions in **both places** (instructions _and_ action settings). This way AI Agent always knows what to do.

> If you only add them in the **instructions box**, make sure the **respective actions are enabled** too — otherwise AI Agent won’t be able to execute them, even if your instructions mention them.

## Writing prompts for follow-ups

AI Agents can automatically send follow-up messages when a Contact doesn’t respond after a specific time — helping you keep conversations going and increase engagement.

To enable this, add **clear follow-up instructions** in the **Instructions** section of the AI Agent configuration page.

Here’s an example showing how an AI Agent handles follow-ups, responses, and conversation closure:

```html
If the customer doesn't reply after 2 minutes, send a gentle follow-up like: "Hey, you still there? No rush, just checking in." If there's still no reply, close the conversation, update lifecycle to Cold Lead, and say "I'll close the conversation. Feel free to ping me anytime you wish to continue!"
```

**How this works:**

* After 2 minutes of no response, AI Agent automatically sends the follow-up message.
* If the Contact still doesn’t respond after that, AI Agent executes the next actions in the prompt — closing the conversation, updating Lifecycle status, and sending the final message.
* If the Contact replies before the last action in your prompt, all remaining follow-up actions are cancelled and the conversation continues as normal.

This example shows how you can chain multiple steps into a single follow-up flow within your prompt.

### Follow-up basics

* AI Agent checks if the Contact hasn’t replied after the time you specify in your prompt.
* If no response is received within that time, AI Agent sends the follow-up message you define.
* Follow-up sequence stops automatically if:  
   * The Contact replies before the scheduled time  
   * The conversation is **unassigned** or **closed**  
   * AI Agent determines the Contact is **no longer interested**, has said **goodbye**, or the **objective is achieved**

You can include one or multiple follow-ups in your prompt to handle different scenarios or escalation steps.

> If you’ve written follow-up instructions **before** the Follow-Up feature was launched, you’ll need to **resave your template** for the changes to take effect.

### Follow-Up Limits

* Each follow-up must be scheduled **within 24 hours (1 day)** of the previous message.
* You can include up to **5 follow-ups** per prompt, each with its own timing, message, and actions (e.g., send a reminder, assign a user, or close the conversation).
* AI Agent will follow the timing defined in your prompt, but messages sent outside WhatsApp’s **24-hour window** may fail to deliver.
* After the final follow-up, AI Agent continues any remaining actions defined in your prompt (e.g., assigning or sending messages).

## Using the prompt optimizer

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/vwZ4yK6uCR9EuciW6bFhn/d24cee4b6cd767f00bbdc671675ca76d/prompt_optimizer-ai_agent.png?fm=jpg&q=80&w=1200&fl=progressive)

When editing **instructions or action prompts,** you can use the prompt optimizer tool to improve clarity and phrasing while keeping the original intent.

Use it when:

* You want a more polished or structured version of your prompt
* You’re not sure how to phrase things clearly
* You’re starting from scratch and want guidance

Simply click **Optimize,** review the suggested rewrite, and adjust if needed.

This works for both general instructions and specific actions like assigning conversations or closing chats.

## Using variables

Variables make responses feel personal and accurate.

| Variable       | Use                                                  |
| -------------- | ---------------------------------------------------- |
| @name          | Mentions user and team names                         |
| $contact.field | Pulls info from contact fields (e.g. $contact.email) |

Variables can be used in both instructions and actions — especially when gathering or referencing Contact details.

### Using the @ variable

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6FGm9OYDT25kJ0NAE1oawu/61d3a20ad7ea2511f8be285cc4a45090/variable-ai_agent.png?fm=jpg&q=80&w=1200&fl=progressive)

The **@ variable** allows AI Agents to assign a conversation to a specific **team**, **human agent**, or **another AI Agent** based on the instructions or action prompt.

It supports routing that mimics manual assignments made in the Inbox — making it especially useful in templated actions.

| Use case                                                            | Prompt example                                                                                                                                  | What happens                                                                                                  |
| ------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------- |
| Assign to a specific team                                           | _“If the Contact is asking about product pricing or discounts, assign the conversation to @Sales.”_                                             | Routes the conversation directly to the Sales team                                                            |
| Assign to a specific agent                                          | _“If the Contact has a pending order issue they discussed with David before, assign the conversation to @David Lee.”_                           | Assigns the conversation to a specific human agent in your Workspace                                          |
| Assign to another AI Agent                                          | _“If the Contact needs troubleshooting help, assign the conversation to @Support Agent.”_                                                       | Hands off the conversation to another AI Agent you have configured                                            |
| If Contact requests help from a human                               | _“If the Contact asks to speak with a real person at any time, assign the conversation to any team using round robin.”_                         | Assigns to the next available team in a fair rotation                                                         |
| If unsure of the right team                                         | _“If you cannot determine the topic or team after two clarification questions, assign the conversation to anyone by least open conversations.”_ | Routes the conversation to the anyone in the workspace with the fewest active conversations                   |
| Assign to a specific team by round robin or least open conversation | _“If the Contact is asking about product pricing or discounts, assign the conversation to @Sales by Round robin / Least opened conversation”_   | Routes the conversation to the anyone in a team by either round robin or with the fewest active conversations |

### Tips for variables

* Use clear logic in your **action prompts** (e.g. _“If the Contact asks about pricing, assign to @Sales.”_).
* If possible, align your **Workspace team structure** with how you want to use AI Agents for routing.

### Using Contact field variables in prompts

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2XWso1qomZ6KyPDNoVmVWr/30c15137d1b51393b9ce34ab81cf14a3/variables-ai_agents_2.png?fm=jpg&q=80&w=1200&fl=progressive)

You can use `$contact.fieldName` to dynamically reference a Contact’s existing information. These are especially useful when:

* You want AI Agent to personalize its greeting or response
* You need to verify or confirm details the Contact has previously shared
* You want to avoid asking for info that’s already available

| Use case                                | Prompt with variable                                                                                     |
| --------------------------------------- | -------------------------------------------------------------------------------------------------------- |
| Confirming a Contact’s name             | “Hi $contact.firstName”                                                                                  |
| Verifying email before sending a quote  | “I see your email is $contact.email — is that the best address to send the pricing details to?”          |
| Referencing status in a follow-up       | “It looks like your current status is $contact.lifecycle. Would you like help moving forward from here?” |
| Personalizing based on previous inquiry | “Thanks for reaching out again about $contact.productInterest. How can I assist you today?”              |
| Confirming preferred language or region | “Would you like to continue in $contact.language or switch to another language?”                         |

### Tips for Contact field variables

Contact field variables personalize your Agent’s responses and help it save or update customer data automatically.

* **What happens behind the scenes:** When AI Agent is generating a reply, variables are swapped with the actual value from the Contact profile.  
   * Example: `$contact.name` → becomes “Wilson” in the conversation.
* **What AI actually sees:** AI Agent only sees the _value_ (“Wilson”), not the variable label (`$contact.name`).

### Why this matters

* If you just write _“the email you gave earlier”_, AI Agent won’t know you meant `$contact.email` — it will only see the value (like _wilson@email.com_), and could get confused if multiple emails are mentioned.
* By always referencing the **field name** and **the value** (e.g., Email: `$contact.email`, Phone number: `$contact.phone`), you make it crystal clear which piece of information you’re talking about.
* If you want AI Agent to **save or update** a field, be explicit and mention the **field ID** in your prompt:  
   * Example: _“Save and update the email field if the user provides a new one.”_
![](https://assets2-proxy.respond.io/ph8r57dk1q9w/fbfwOOuXnsyVxSRW6qiuq/2352391c451b6c244035ce497281f218/ai_agent-field_id.png?fm=jpg&q=80&w=1200&fl=progressive)

### Prompt examples

Now that you’ve learned how to structure prompts, use variables, and write clear instructions, let’s look at some full examples. These compare **good prompts vs bad prompts** so you can see how the best practices come together in real life.

#### Example 1

**Good prompt**

```plain
# CONTEXT
* Guide pricing-page visitors to the right plan.

# ROLE & COMMUNICATION STYLE
* Warm, concise; one question at a time.

# TOP-LEVEL FLOW
1) Greet the customer using their name: $contact.firstname
2) Ask & save **Name field**, **Email field**, **Phone field**
3) Ask budget

## SCENARIOS
* If budget ≥ 100000 → Recommend plan; ask demo
  - If yes → **Assign to @Sales Team**; **Update Lifecycle stages** → **Hot Lead**
* Else → Answer questions; keep chat helpful

# BOUNDARIES
* Can: Recommend, **Assign to**, **Update Contact fields**, **Update Lifecycle stages**
* Cannot: Offer discounts or take payments
```

**Why this works:**

* Clear headers, top-level flow, scenarios.
* Fast to read, easy to maintain.

**Bad prompt**

```plain
Hey welcome! get their info and budget, recommend something, maybe send to sales if they’re big. 
If they’re not sure, just keep chatting and don’t say they’re qualified or whatever. we’ll figure it out later and close it.
```

**Why this doesn't work:**

* No headers, no sections, no sequence.
* Readers must guess the order and actions.

#### Example 2

**Good prompt**

```plain
# CONTEXT
* Triage product issues and route correctly.

# ROLES AND COMMUNICATION STYLE
* Calm, professional, friendly 🙂

# TOP-LEVEL FLOW
1) Greet the customer with their name: $contact.firstname
2) Ask for a brief summary and steps already tried

## SCENARIOS
* Urgent (login blocked | data loss | outage) → **Assign to @Support Team**; set expectations
* Non-urgent → Provide steps/help doc; if resolved **Close conversation**; else **Assign to @Support Team**

# BOUNDARIES
* Can: Share guides.
* Cannot: Access billing, reset passwords, change ownership.
```

**Why this works:**

* Clean, professional English with precise terms.
* Canonical actions/teams/fields are used verbatim.

**Bad prompt**

```plain
hi there pls help user with issues
- if its urgent ping tech team. 
- grab name/email/phone if u can. 
- if they’re vip send to sales team. close when done n mark hot lead
```

**Why this doesn't work:**

* Slang/typos (“pls”, “suppot teem”), vague actions, inconsistent capitalization.
* No canonical team names or action verbs.

#### Example 3

**Good prompt**

```plain
# CONTEXT
* Handle enterprise feature requests and handoffs.

# ROLES AND COMMUNICATION STYLE
* Transparent, not pushy.

# TOP-LEVEL FLOW
1) Ask and update: **Name field**, **Email field**, **Phone field**
2) Confirm needs and budget

## ACTION STEPS (Correct Order)
* Demo requested AND budget ≥ 100000:
  1) Recommend plan; confirm demo
  2) **Assign to @Sales Team**
  3) **Update Lifecycle stages** → **Hot Lead**
  4) Summarize next steps; confirm
  5) **Close conversation**
* Info only / not ready:
  - Share overview; keep Q&A
  - **Close conversation** only after they confirm done

# BOUNDARIES
* Can: Recommend plans. 
* Cannot: Offer discounts, modify contracts.

```

**Why this works:**

* Each action has prerequisites and exact order.
* Separate step lists remove ambiguity.

**Bad prompt**

```plain
If someone asks for enterprise features:
- close the chat to keep it tidy
- then mark them Hot Lead and later assign sales if they reply again.
- Get email if needed.
```

**Why this doesn't work:**

* Assigns before identifying; updates lifecycle randomly; closes too early.
* No clear triggers for each action.

## FAQs and Troubleshooting

### I included a follow-up in my prompt, but it’s not working. Why?

Here are a few possible reasons why your follow-up prompt isn’t working as expected:

* **Follow-up duration too long:** The time you set is over 24 hours. Follow-ups must be **within 1 day**.
* **Prompt not saved after updates:** If your prompt was created **before** the Follow-Up feature was launched, you’ll need to **resave your template** for it to take effect.
* **Conversation status:** Follow-ups won’t run if the conversation is **closed** or **unassigned**, or if the AI Agent detects the Contact is **no longer interested,** has said **goodbye**, or the **objective is achieved**.
* **System error:** If everything looks right but it still doesn’t work, try saving again. If the issue persists, reach out to your workspace admin or support.

### I instructed the AI Agent to follow up twice, but there are three follow-ups in total. Why?

When you include an instruction like _“Follow up twice, then close the conversation”_, the AI will:

1. Send **two follow-up messages**, as instructed.
2. Then send **one final message** while performing the closing action.

That’s why you’ll see **three total messages** — one message is always tied to the **close action**.

If you only want **two messages in total**, write your prompt more specifically. For example:

`Follow up after 2 minutes. Then if there’s still no reply after another 2 minutes, close the conversation and tell the customer they can reach out anytime to continue.`

### The Contact’s WhatsApp window closed before the follow-up. What happens next?

If a WhatsApp conversation window closes before the follow-up is sent, the AI Agent will still **execute the follow-up sequence** as usual.

* The message itself will **fail to send** (since it’s outside WhatsApp’s 24-hour limit).
* The AI Agent will still complete the **follow-up actions** (e.g., closing the conversation or updating Lifecycle).
* Users will see a **failed-to-send icon** next to the unsent message in the Inbox.

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## 

Related articles 👩‍💻

* [Managing AI Knowledge SourcesLearn how to add, manage, and optimize knowledge sources so your AI can deliver more accurate, reliable, and context-rich answers. ](/help/ai-agents/managing-ai-knowledge-sources)
* [How to Test AI AgentsLearn how to safely test your AI Agent before publishing by simulating conversations and previewing actions without affecting real customers. ](/help/ai-agents/how-to-test-ai-agents)
* [Using AI Agent ActionsLearn to use AI Agent actions effectively and keep every conversation organized and on track. ](/help/ai-agents/using-ai-agent-actions)
* [Getting Started with AI AgentsLearn how to set up an AI Agent with templates to get started fast. ](/help/ai-agents/getting-started-with-ai-agents)

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