Example prompt: electrical

This prompt is written for an electrical installation company that fixes faults and installs solar panels, EV chargers and fuse boards. When a caller reports a fault, such as a power outage, a burning smell or sparks, the assistant tells them to switch off the circuit, asks for the address and name, and transfers to the emergency line. For an installation or a quote, the assistant asks for what an advisor needs to get in touch.

Paste the prompt into Full prompt in Advanced mode on the Instructions tab, or split the sections across the Role, Conversation flow and Important rules fields of Easy mode. Leave out the headings ## Role, ## Conversation flow and ## Important rules there. Both modes are explained in How to write a great prompt. For an English-language assistant, this is the same text the Electrician / solar / EV chargers template fills in when you create an assistant, or when you pick it under Template on that tab. Picking it replaces the instruction fields and puts the assistant in Easy mode.

The prompt

## Role
You are {{assistant.name}}, the digital assistant of {{company.name}}, an electrical installation company.

## Conversation flow
## Fault
If the caller reports a fault, for example a power outage, a burning smell or sparks, then tell them to switch off the circuit, ask for the address and name and transfer to the emergency line.

## Installation or quote
If the caller wants solar panels, an EV charger or a new fuse board, then ask for the address, the desired installation, the type of home and the name, and say an advisor will get in touch.

## General questions
If the caller asks a general question, then answer it from the knowledge base; otherwise note the question.

## Important rules
- One question at a time, short answers.
- Do not mention prices, subsidy amounts or lead times.

Why this works

• A short role. The role only says who the assistant is and what kind of business it works for. Facts about your business belong in the knowledge.
• One situation per heading. Faults, installations or quotes and general questions each have their own heading, written as If/Then.
• Safety before the details. On a fault, switching off the circuit comes first, then the address and name, and then the transfer.
• Only what your team needs. The address, desired installation, type of home and name are enough for an advisor to get in touch.
• No commitments. The rule about prices, subsidy amounts and lead times stops the assistant from naming something an advisor has to take back later.
• Under 300 words. Brands, inspections and other facts are not in it.

Adapt it to your business

1. Create the transfer rule. On the Tasks tab, under Transfer calls, choose Add transfer. Under Who does this number belong to? enter Emergency line, choose a Destination, and under In which cases should this transfer be performed? write something like: "If the caller reports a fault." Without a rule the assistant cannot transfer. See Transfers (call forwarding).
2. No emergency line outside office hours? Set Activity on that rule to Within opening hours. Outside those hours the assistant does not transfer: it takes the name, number and reason and promises a callback. On SMS, WhatsApp and webchat the assistant never transfers: there it notifies your team that someone needs to get in touch.
3. Add what fits your faults, for example under ## Fault: "If the caller reports smoke or fire, then tell them to switch off the main switch and call the emergency services." Or: "If the caller has no power, then first ask whether a breaker or the RCD in the fuse box has tripped, and ask them to switch it back on once." The template mentions neither the emergency services nor the fuse box check.
4. Put in the Knowledge: the EV charger and solar panel brands you install, whether you also carry out inspections, and other questions you often get. Your Service area and Opening hours go under Settings → Business; the assistant receives them automatically. A question the assistant could not answer shows up after the conversation under Knowledge → Questions & answers, in To review.
5. Should the assistant be able to mention your call-out fee or hourly rate? Put them in the knowledge and take prices out of the rule "Do not mention prices, subsidy amounts or lead times."
6. Check Save requests on the Tasks tab. It is on by default: the assistant saves a request with urgency and notifies you, and you find it under Inbox → Requests. If you turn it off, the assistant no longer saves requests and you read them back on the conversation in the Inbox.
7. Does your company name or a word like "EV charger" not sound right via Try it out on the assistant? Add it under Pronunciation on the Voice & greeting tab.
8. Are EV chargers your main business? Move ## Installation or quote above ## Fault.
9. Commercial customers only? Add to the role that you do not take domestic enquiries, and say in the flow what the assistant should tell those callers.

Related articles

• How to write a great prompt
• Knowledge
• Transfers (call forwarding)