{"id":11192,"date":"2026-05-21T12:51:44","date_gmt":"2026-05-21T12:51:44","guid":{"rendered":"https:\/\/support.spoki.com\/docs\/uncategorized\/guida-pratica-come-scrivere-un-prompt-che-funziona\/"},"modified":"2026-05-27T14:44:47","modified_gmt":"2026-05-27T14:44:47","password":"","slug":"guida-pratica-come-scrivere-un-prompt-che-funziona","status":"publish","type":"docs","link":"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/guida-pratica-come-scrivere-un-prompt-che-funziona\/","title":{"rendered":"Practical guide: how to write a prompt that works"},"content":{"rendered":"\n<p>SPOKI<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">AI Agents \u2014 Operational Manual for Spoki Clients<\/h2>\n\n\n\n<h2 class=\"wp-block-heading\">1. What is the system prompt<\/h2>\n\n\n\n<p>The system prompt is the \u201cscript\u201d of your AI agent: the set of instructions that tells it who it is, what it does, and how it behaves. You don\u2019t need technical skills to write it \u2014 natural language is enough.<\/p>\n\n\n\n<p>Think of a new employee on their first day of work, with two important things to keep in mind:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>it knows nothing about you, your company, or your customers until you explain it<\/li>\n\n\n\n<li>it remembers nothing from one conversation to another \u2014 every new customer contacting it is \u201cday one\u201d<\/li>\n<\/ul>\n\n\n\n<p>Everything you want it to do consistently must be included in the system prompt. For every conversation, it is the agent\u2019s only reference point.<\/p>\n\n\n\n<p><strong>Golden rule:<\/strong> instruct the agent the same way you would instruct a real person on their first day of work. Be explicit, clear, and give concrete examples.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">2. The structure of a good prompt<\/h1>\n\n\n\n<p>A production-ready prompt typically includes these 5 elements. The more complete they are, the more reliable the agent will be.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">01 \u2014 Identity<\/h3>\n\n\n\n<p>Name, role, context. A specific persona works better than a generic \u201cassistant.\u201d<\/p>\n\n\n\n<p>Example:<br>\u201cSofia, consultant at [Company] with experience in [X sector]\u201d<br>works better than<br>\u201cVirtual assistant of [Company].\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">02 \u2014 Skills and objectives<\/h3>\n\n\n\n<p>What the agent can do and its main goal.<\/p>\n\n\n\n<p>Always write in positive form (what to do), not negative form (what not to do).<\/p>\n\n\n\n<p>Example:<br>\u201cHelp the customer find the right product\u201d<br>works better than<br>\u201cDo not suggest irrelevant products.\u201d<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">03 \u2014 Tone and style<\/h3>\n\n\n\n<p>Formal, warm, direct? Typical response length? How should dynamic fields ({{name}}, {{email}}) be used?<\/p>\n\n\n\n<p>Also define whether the agent should ask questions, rephrase, or summarize.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">04 \u2014 Guardrails (hard limits)<\/h3>\n\n\n\n<p>Things the agent must never do, grouped in a dedicated section and separated from the skills section.<\/p>\n\n\n\n<p>Typical examples:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>do not quote unauthorized prices<\/li>\n\n\n\n<li>do not promise refunds<\/li>\n\n\n\n<li>do not provide professional advice<\/li>\n\n\n\n<li>do not reveal internal information<\/li>\n<\/ul>\n\n\n\n<p>Always explain why the restriction exists.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">05 \u2014 Examples and edge-case handling<\/h3>\n\n\n\n<p>Show the agent 2\u20133 concrete examples of how to respond in key situations.<\/p>\n\n\n\n<p>Also include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>what to do if it does not know the answer<\/li>\n\n\n\n<li>when to escalate to a human operator<\/li>\n<\/ul>\n\n\n\n<p><strong>Positive &gt; Negative.<\/strong><br>LLMs follow positive instructions (\u201cdo X\u201d) better than negative ones (\u201cdon\u2019t do Y\u201d). Use negative instructions only when necessary, and collect them in the Guardrails section.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">3. Temperature presets<\/h1>\n\n\n\n<p>In Spoki you can choose between three presets that control how variable and unpredictable the agent\u2019s responses are.<\/p>\n\n\n\n<p>These settings affect generation randomness, not conversational style.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Deterministic \u2014 Maximum consistency<\/h3>\n\n\n\n<p><strong>Best for:<\/strong> technical FAQs, bookings, standardized processes, customer support with a strong KB.<\/p>\n\n\n\n<p><strong>What to expect:<\/strong><br>same question \u2192 very similar answer every time.<\/p>\n\n\n\n<p>Minimal risk of inconsistent or off-topic outputs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Normal \u2014 Recommended starting point<\/h3>\n\n\n\n<p><strong>Best for:<\/strong> most agents, including sales and lead generation.<\/p>\n\n\n\n<p>If unsure, start here.<\/p>\n\n\n\n<p><strong>What to expect:<\/strong><br>balance between consistency and wording variety.<\/p>\n\n\n\n<p>Natural responses without unpredictability.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Creative \u2014 Maximum variety<\/h3>\n\n\n\n<p><strong>Best for:<\/strong> brainstorming, copywriting variations, situations where you want the agent to \u201cfind new words.\u201d<\/p>\n\n\n\n<p><strong>What to expect:<\/strong><br>more varied phrasing, but also greater risk of off-topic or KB-inaccurate responses.<\/p>\n\n\n\n<p>Not recommended for support or booking workflows.<\/p>\n\n\n\n<p><strong>Important:<\/strong><br>The preset does not control tone.<br>A \u201cwarm and proactive\u201d agent is created through the prompt, not by increasing temperature.<\/p>\n\n\n\n<p>For sales and lead generation, \u201cNormal + a well-written prompt\u201d is usually better than \u201cCreative + generic prompt.\u201d<\/p>\n\n\n\n<h1 class=\"wp-block-heading\">4. What works and what doesn\u2019t<\/h1>\n\n\n\n<h2 class=\"wp-block-heading\">Do<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Write in natural language, like speaking to a coworker<\/li>\n\n\n\n<li>Define how to use dynamic fields: %%FIRST_NAME%%, %%EMAIL%%<\/li>\n\n\n\n<li>Include 2\u20133 real response examples<\/li>\n\n\n\n<li>Define clear escalation criteria<\/li>\n\n\n\n<li>Separate guardrails from preferences<\/li>\n\n\n\n<li>Test in the Playground before going live<\/li>\n\n\n\n<li>Iterate based on real conversations<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Avoid<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contradictory KB documents<\/li>\n\n\n\n<li>Vague prompts like \u201cRespond helpfully\u201d<\/li>\n\n\n\n<li>One huge KB document<\/li>\n\n\n\n<li>Forgetting a default error message<\/li>\n\n\n\n<li>Asking the agent to do things tools cannot do<\/li>\n\n\n\n<li>Confusing temperature with tone<\/li>\n\n\n\n<li>Treating go-live as the end of the work<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\">5. Ready-made prompts by industry<\/h1>\n\n\n\n<h2 class=\"wp-block-heading\">Generic template \u2014 suitable for everyone<\/h2>\n\n\n\n<p><strong>Recommended preset:<\/strong> Normal<\/p>\n\n\n\n<p>You are [Agent Name], virtual assistant of [Company Name].<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">WHAT YOU DO<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Answer customer FAQs<\/li>\n\n\n\n<li>Provide product\/service information<\/li>\n\n\n\n<li>Collect contact details when escalation is needed<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">HOW YOU BEHAVE<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Greet customers by name:<br>\u201cHi %%FIRST_NAME%%, how can I help you?\u201d<\/li>\n\n\n\n<li>Keep responses concise (max 3\u20134 sentences)<\/li>\n\n\n\n<li>If you don\u2019t know the answer, say you\u2019ll verify and arrange follow-up<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">RESPONSE EXAMPLES<\/h3>\n\n\n\n<p>[Insert 2\u20133 real examples]<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">GUARDRAILS<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Do not discuss topics outside your scope<\/li>\n\n\n\n<li>Do not promise prices, timelines, or conditions not present in the KB<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">E-commerce and online sales template<\/h2>\n\n\n\n<p><strong>Recommended preset:<\/strong> Normal<\/p>\n\n\n\n<p>Connect Shopify or PrestaShop. Upload product catalog and return policies to the KB.<\/p>\n\n\n\n<p>You are [Agent Name], sales assistant for [Shop Name].<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">GOAL<\/h3>\n\n\n\n<p>Help customers find the right product and guide them to purchase.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">WHAT YOU CAN DO<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Suggest products based on customer needs<\/li>\n\n\n\n<li>Answer questions about availability, sizes, variants, delivery times<\/li>\n\n\n\n<li>Explain return and exchange policies<\/li>\n\n\n\n<li>Retrieve order status (order number required)<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">HOW YOU SELL<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ask questions to understand needs:<br>\u201cIs it a gift or for yourself? Do you have a preferred size?\u201d<\/li>\n\n\n\n<li>Suggest related products only if truly relevant<\/li>\n\n\n\n<li>Enthusiastic but never pushy tone<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">GUARDRAILS<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Do not apply unauthorized discounts<\/li>\n\n\n\n<li>Do not promise delivery outside standard timelines<\/li>\n\n\n\n<li>For refunds: collect details and escalate to an operator<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Beauty and wellness center template<\/h2>\n\n\n\n<p><strong>Recommended preset:<\/strong> Normal<\/p>\n\n\n\n<p>Connect Google Calendar. Upload real services and schedules to the KB.<\/p>\n\n\n\n<p>You are [Agent Name], assistant at [Center Name], a beauty center.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">SERVICES AND HOURS<\/h3>\n\n\n\n<p>[Insert real services and schedules or refer to KB document]<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">BOOKING FLOW<\/h3>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Ask which treatment the customer wants<\/li>\n\n\n\n<li>Suggest available times from the calendar<\/li>\n\n\n\n<li>Collect full name + phone + email<\/li>\n\n\n\n<li>Confirm booking and send recap<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">TONE<\/h3>\n\n\n\n<p>Warm, reassuring, professional.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>SPOKI AI Agents \u2014 Operational Manual for Spoki Clients 1. What is the system prompt The system prompt is the [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[45],"doc_tag":[],"class_list":["post-11192","docs","type-docs","status-publish","hentry","doc_category-how-to-en"],"year_month":"2026-05","word_count":943,"total_views":0,"reactions":{"happy":0,"normal":0,"sad":0},"author_info":{"name":"Daniela Pascale","author_nicename":"danielapascale","author_url":"https:\/\/support.spoki.com\/en\/author\/danielapascale\/"},"doc_category_info":[{"term_name":"How to","term_url":"https:\/\/support.spoki.com\/en\/docs-category\/how-to-en\/"}],"doc_tag_info":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Practical guide: how to write a prompt that works - Supporto Spoki<\/title>\n<meta name=\"description\" content=\"Practical guide: how to write a prompt that actually works\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/support.spoki.com\/en\/docs\/how-to-en\/guida-pratica-come-scrivere-un-prompt-che-funziona\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Practical guide: how to write a prompt that works - 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