Prompt Builder

The Prompt Builder is a visual, drag-and-drop tool for creating structured agent instructions. Instead of writing a monolithic system prompt from scratch, you assemble your agent's behavior from modular sections -- each with contextual guidance to help you write effective instructions.

Access the Prompt Builder from Step 4 (Knowledge Base) in the setup wizard by selecting the Prompt Builder tab.

How It Works

The Prompt Builder organizes your agent's instructions into discrete sections. Each section covers a specific aspect of the agent's behavior -- identity, conversation flow, response style, and so on. You can:

• Add sections from 8 available section types
• Drag to reorder sections to set priority (top sections carry more weight)
• Collapse and expand sections while working
• Add sub-sections for granular control (e.g., separate sub-sections for Introduction, Discovery, and Closing within Conversation Flow)
• Delete sections you do not need

When you save, the builder formats all sections into a clean markdown document and stores it in the knowledge base as a named source.

Section Types

Section Type	Purpose	Example Content
Identity & Purpose	Who the agent is and its primary role	"You are Maya, a customer support specialist at Acme Corp"
Voice & Persona	Tone, personality, speaking style	"Speak in a warm, professional tone. Use simple language. Avoid jargon."
Conversation Flow	Step-by-step call structure	Introduction > Identify issue > Resolve > Confirm satisfaction > Close
Response Guidelines	Rules for how to answer questions	"Keep responses under 3 sentences. Always confirm understanding before proceeding."
Scenario Handling	Specific situations and how to handle them	"If the caller is angry, acknowledge their frustration before troubleshooting."
Knowledge Base	Reference information the agent should know	Company facts, product details, pricing tables
Call Management	When to escalate, transfer, or end calls	"Transfer to human support if the issue is unresolved after 3 attempts."
Custom	Freeform section for anything else	Business-specific rules, compliance scripts, seasonal promotions

Pre-Built Templates

To help you get started quickly, the Prompt Builder includes five pre-built templates that populate all relevant sections with industry-specific content:

• Professional Receptionist -- Call screening, appointment scheduling, message taking, and department routing. Ideal for clinics, law firms, and professional services.

• E-commerce Support -- Order status lookup, return/refund handling, product questions, and shipping inquiries. Tailored for online retail businesses.

• Lead Qualification -- Discovery questions, budget/timeline assessment, lead scoring, and meeting scheduling. Designed for sales teams.

• Technical Support -- Diagnostic workflows, log collection, system status checks, and tiered escalation. Built for SaaS and technology companies.

• Appointment Booking -- Availability checking, scheduling, confirmation, and rescheduling. Works for any appointment-based business.

Sub-Sections

Each section supports sub-sections for more granular organization. For example, a Conversation Flow section might contain:

1. Introduction -- "Greet the caller, state your name and company, ask how you can help"
2. Discovery -- "Ask clarifying questions to understand the issue. Confirm your understanding."
3. Resolution -- "Search the knowledge base. Provide the answer. Ask if that resolves their concern."
4. Closing -- "Summarize the resolution. Ask if there is anything else. Thank the caller and end."

Sub-sections can also be reordered, collapsed, and deleted independently.

Contextual Guidance

Each section type displays a brief guidance note explaining what to include. For example, the Scenario Handling section suggests: "Describe specific situations your agent might encounter and exactly how to respond -- angry callers, off-topic questions, requests for information you do not have."

Saving and Editing

When you click Save, the Prompt Builder:

1. Formats all sections and sub-sections into structured markdown
2. Stores the result in the knowledge base with a source name like "Agent Prompt - [Agent Name]"
3. The content is chunked and embedded just like any other knowledge base source

You can return to the Prompt Builder at any time to edit, reorder, add, or remove sections. Changes are saved as a new version of the source.

When to Use the Prompt Builder vs. Upload

Use Prompt Builder When	Use Upload / Paste When
Defining agent behavior and personality	Adding factual reference content
Setting conversation flow and rules	Uploading existing FAQ documents
Configuring escalation procedures	Adding product catalogs or price lists
Starting from a template	Importing support documentation

For best results, use both: the Prompt Builder for behavioral instructions and Upload for factual content. See Uploading Content for the upload method.

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A Product by BRTNeura Technology LLP