Advanced AI Bot Customization: Using Custom Prompts

Once you have connected our AI bot, you can fine-tune its behavior with advanced settings. This guide provides examples of how to customize bot actions using specific instructions, known as prompts, in the "Details" field.

Take advantage of our most recent updates:

Collect contacts from the conversation: the bot will collect contact info from the conversation and add it in the Jivo contact panel
Automatic tag generation: the bot will identify topics from the conversation and create automatic tags to define it.

Below are some powerful examples of prompts you can use to enhance your bot's performance.

Request Contact Information

Goal: Have the bot ask for the customer's contact details early in the conversation.

Prompt: "After the customer's second message, ask for their email address and phone number".

Transfer to an Agent for a Call Request

Goal: Immediately escalate the chat to a live agent when a customer wants to speak to someone.

Prompt: "If the customer provides a phone number and requests a call, immediately transfer the chat to a live agent".

Escalate Based on Customer Frustration

Goal: Automatically transfer an upset customer to a human agent to de-escalate the situation.

Prompt: "If the customer expresses strong frustration or anger, apologize and immediately transfer the chat to a live agent".

Gather Information Before Transferring

Goal: Make the support process more efficient by having the bot collect necessary information before handing the chat over to a live agent.

Prompt: "If a customer describes a technical problem, and before transferring to an agent, ask for their account number and the device they are using".