Important Notes

Keep it under 500 words

Every conversation includes your full system prompt. Shorter prompts = fewer tokens per call = more AI Units saved.

Be specific, not verbose

Write clear rules, not long explanations. "Always reply in English" is better than three sentences about language preferences.

Include an off-topic fallback

Add a rule like "If you don't know the answer, say: I'll connect you with our team." This prevents the AI from hallucinating answers.

Avoid repeating knowledge base content

Don't copy your product info into the system prompt — that's what the knowledge base is for. Duplicate content wastes tokens.

Only add what's relevant

The agent searches all your knowledge on every message. Large, irrelevant documents increase retrieval noise and slow responses.

Break content into focused documents

One document per topic (e.g. one for returns, one for shipping) works better than one giant FAQ. The search finds the right chunk faster.

Keep documents up to date

Delete outdated documents immediately — stale info will confuse your agent and give visitors wrong answers.

Use plain language

Avoid internal jargon, acronyms, or abbreviations that visitors won't use when asking questions. The search works by similarity — if the wording is too different, it won't match.

Set a meaningful first message

The first message is shown to every visitor before they type anything. Make it specific to your use case — "Hi! Ask me about our products, pricing, or delivery" converts much better than a generic greeting.

Enable typing indicator

The typing indicator ("...") shows while the bot is thinking. It makes the experience feel more human and reduces the chance of visitors leaving before the reply arrives.

Match your brand colours

A widget that looks like your site builds trust. Spend 2 minutes setting the header colour and user bubble colour — it makes a noticeable difference.

Ask for less

Name + Email is the sweet spot. Every extra field you add reduces form completion rate. Only enable Phone if you genuinely call leads.

Customize the success message

Set a realistic expectation — "We'll reply within 24 hours" is better than a vague "Thanks!". It reduces follow-up messages asking when they'll hear back.

Monitor lead quality

Check Dashboard → Leads regularly. Mark low-quality or spam leads as Ignored — this helps you track your real conversion rate.

Don't rely only on the form

Auto-detection is always active. Even if a visitor dismisses your form, their email or phone number will still be captured if they share it in conversation.