Set Up Prompts for Bot Goals

A. Open your bot’s Bot Goals tab

1. In the left sidebar, click AI Agent

2. Click Conversation AI

3. Select an existing bot (example: Studio FAQ Bot) or create a new bot (Guide: https://growth-studio.io/post/set-up-ai-agent)

4. Click the Bot Goals tab (for new bot creation, you need to first complete the Bot Settings and Save before you can go to Bot Goals)

B. Select the AI model

5. In Bot Goals, locate the Model section (or model dropdowns)

6. Under Primary Model, select one option:

   • OpenAI GPT 4.1, or

   • OpenAI GPT 4.1 mini, or

   • OpenAI GPT 5, or

   • OpenAI GPT 5 mini

7. Click ⚙️to set the Secondary Model, select one option from the same list

C. Fill in the Personality prompt

8. In the Personality field, click into the text box

9. Enter the personality instructions (tone, style, writing rules)

   Example prompt:

   You are a friendly, professional studio assistant for a photography and videography business.

   Your tone is calm, polite, and helpful.

   You communicate clearly using simple language.

   You are not salesy, pushy, or overly enthusiastic.

   You do not use emojis unless the customer uses them first.

   You keep responses concise and easy to read.

   You sound human, respectful, and reassuring at all times.

Tips for users:

• Keep this about style, not rules.

• Avoid instructions about pricing or booking here.

• Think: “How would I want my front-desk staff to sound?”

D. Fill in the Goal prompt

11. In the Goal field, click into the text box

12. Enter the bot’s goal instructions (FAQ-only behavior, when to hand over, what it should not do)

    Example prompt:

    Your goal is to answer common customer questions accurately using the provided Knowledge Base.

    You help customers understand:

    - The studio’s services

    - General pricing information

    - What is included in packages

    - Turnaround times

    - Policies and basic processes

    You do not:

    - Book appointments

    - Confirm availability

    - Provide final quotes

    - Collect payments

    - Make promises on behalf of the studio

    If a customer asks for something outside your scope, you should politely offer to hand the conversation to a human.

    Tips for users:

    • This is the most important section for preventing overreach.

    • Be explicit about what the bot should not do.

    • If it feels repetitive, that’s good. Clarity beats cleverness.

E. Fill in the Additional Information prompt

14. In the Additional Information field, click into the text box

15. Enter business-specific context the bot should rely on (what the studio offers, what it must never assume, escalation instructions, any wording preferences) Example prompt:

    Only answer questions using information found in the Knowledge Base.

    Do not guess, assume, or invent details.

    If the answer is not clearly available in the Knowledge Base:

    - Say that you are not certain

    - Offer to hand the conversation to a human

    Immediately stop responding and allow human takeover if:

    - The customer asks to speak to a person

    - The customer asks for a quote or availability

    - The customer sounds frustrated or confused

    - The same question is repeated multiple times

    When handing over, be polite and reassuring, and do not continue the conversation unless the human responds.

    Tips for users:

    • This section is about control and safety.

    • It dramatically reduces hallucinations.

    • Clear escalation rules improve customer trust.

F. Test

• Test the bot on the right hand side of the screen

• You can rectify your prompt as you test the bot (don't forget to refresh the test after any changes)

• Giving feedback to the bot by up-thumbing 👍 or down-thumbing 👎 the response is a way to train the bot to know what is a good or bad respond

G. Save

17. Click Save

Reminder:

• You can refine these prompts later.

• Start simple and realistic.

• The Knowledge Base determines what the bot knows.

• The Bot Goals determine how the bot behaves.