Prompt Editor (AI Template)
Set up the instructions that the AI will receive to respond to your customers.
What is the prompt?
The prompt (or AI template) are the instructions that the AI receives to know how it should behave when responding to your clients. Here you define:
- • The tone of the responses (formal, casual, friendly)
- • Information about your business (hours, policies, products)
- • Behavior rules (what to do and what NOT to do)
- • Answers to frequently asked questions about your business
Step-by-step guide to setting up your prompt
Here you can write how you want artificial intelligence to behave. It’s like training your virtual assistant to speak like you and follow your rules.
Who is the IA? (Identity and context)
Are you an expert in customer service via WhatsApp for the store MundoZapatos.
Contact information: Website, WhatsApp, store description, etc.
2. Response language
Indicate in which language to respond. You can tell them to detect the language of the customer based on their history or the prefix of the number.
3. Tone and style of communication
Should it sound friendly, serious, informal, technical...? Example: ’Always respond in a friendly, approachable manner and with a touch of humor if possible.’
4. Common cases: shipments, returns, greetings, etc.
- • Include the customer’s name and products in the greeting if it is the first response of the day.
- • Avoid cancellations or refunds unless it is unavoidable.
- • If the customer asks about a product, use sales techniques to convince.
- • Provide tracking links only if there is a tracking number.
- • Remind the customer that they can leave a review if satisfied.
5. Complete example ready to copy
You can use this example as a base and adapt it to your business:
Customer Service Instructions - Elegant Shoes Contact information:Website: www.zapatoselegant.comWhatsApp: +34 600 123 456We are an online store specialized in dress shoes for men and women. Language:Answer in Spanish by default.If the customer writes in another language or uses a different prefix than +34, respond in their language. 1. Deliveries:Standard: 2 to 4 business days.If an order takes more than 5 days, apologize and indicate that it is being handled urgently. 2. Greeting:Use the customer’s name and the products from the order if available.If you have already spoken that day, do not greet again. Just respond directly. 3. Trade policy:Avoid offering returns or cancellations on your own initiative.If asked about a product, try to sell it using a friendly and professional tone. 4. Orders:If you mention an order without a number, please provide the number (e.g. #1244-W), or alternatively, provide your email or phone number.Report when the order has been picked up by the carrier. 5. Order status:If asked for a return, redirect them to www.zapatoselegant.com/returns. 6. Shipping:Inform when the order is on its way and share the tracking number if available. 7. Signature:Best regards, Elegant Shoes. 8. Payments:We accept card, PayPal and Klarna.We do not accept cash on delivery payments. 9. Offers:If the customer is satisfied, encourage them to leave a review at www.zapatoselegant.com/opiniones.
Advice: Start simple. You can improve your prompt later at any time. You don’t need to write perfectly; the AI understands clear and natural instructions very well.
How to access
- Open the WAzion Dashboard
- In the sidebar menu, click on “AI Template“ or “Prompt
- You will see the editor with your current prompt
Available functions
Text editor
A text area where you write the instructions for the AI. You can freely edit the content and save the changes.
Enhance with AI“ button Free
It analyzes your current prompt and suggests improvements. The system evaluates different categories and displays:
- • Scoring in categories: clarity of identity, tone, business context, languages, etc.
- • View of changes: added text (green) and deleted text (red)
- • Option to apply or discard the proposed changes
Add Condition Button Free
Allows adding specific instructions to the prompt using natural language. Examples:
- "Do not provide information about payment methods"
- "Add business hours: Monday to Friday from 9 a.m. to 6 p.m."
- "Use a more formal tone"
- "Remove the returns section"
Restore to Default“ Button
Replace the current prompt with the system’s default template. Confirmation will be requested before applying.
Version history
Each time you save changes, a version is created in the history. From here you can:
- • See all previous versions with date and time
- • Restore any previous version
- • Preview the content of each version
Knowledge Base New
Upload documents containing information about your business (PDF, DOCX, TXT, CSV, etc.) and the AI will automatically use them to respond to your customers.
Usage examples:
How it works:
- Click Add file in the Knowledge Base section
- Write a descriptive title and a description of what it contains
- Upload a file (PDF, DOCX, TXT, CSV, MD, JSON, HTML) of up to 50MB
- Wait for the file to be processed (it will appear as Processing...)
- When it’s ready, the AI will automatically use it to respond.
Edit content directly:
Text files (TXT, MD, CSV, JSON, HTML) can be edited directly from the dashboard without the need to re-upload the file.
- Click on the file menu (⋮) and select “Edit
- Modify the content in the text editor
- Save the changes and the file will update automatically.
The importance of the title and description
The title and description are essential because the AI uses them to know when to search in each document. Without a good description, the AI might not use your document even if it contains the answer.
Description: (vacía)
Description: "Menú con precios, ingredientes y alérgenos"
You can edit the title and description at any time by clicking the file’s menu (⋮).
Limits:
- • Maximum 50 MB per file
- • Up to 1GB of total storage per store
- • Storage is free; credits are only deducted when the AI searches the documents.
Tip: Use the file description to help the AI know when to use it. For example: Full restaurant menu with prices and allergens.
Web search with AI New
Allow the AI to search the internet for up-to-date information when necessary to respond to your customers.
Usage examples:
- • Inquiries about trends or developments in the sector
- • Information on current market prices
- • Data that changes frequently (events, news, etc.)
- • Verify up-to-date information that the AI does not have in its knowledge
The AI will be able to search for up-to-date information on the internet when it needs to respond.
Enabled by default. The AI will only search the internet when it is relevant to the customer’s question. It does not affect questions that can be answered with your business information.
Synchronize with Web Chat Plugin If the plugin is active
If you have the Web Chat Plugin enabled, you will see an additional checkbox:
The AI will automatically adapt the prompt by removing references to WhatsApp and adjusting it to the web context (at no additional cost).
