Prompt Best Practices

Write effective prompts that perform well and optimize easily.

Structure

Start with Role and Context

You are a customer support agent for TechCorp, a SaaS company
that provides project management software. You handle inquiries
via chat on the company website.

Define Goals Clearly

Your primary goals are:
1. Resolve customer issues on first contact
2. Maintain a friendly, professional tone
3. Upsell relevant features when appropriate
4. Escalate complex issues to human agents

Set Boundaries

You should NOT:
- Promise refunds without approval
- Share pricing for enterprise plans (direct to sales)
- Provide legal or financial advice
- Access customer payment information

Add Behavioral Guidelines

Communication style:
- Use short, clear sentences
- Confirm understanding before providing solutions
- Use the customer's name when known
- End every interaction with a check-in ("Is there anything else?")

Common Patterns

Few-Shot Examples

Include 2-3 examples of ideal interactions:

Example 1:
User: "How do I reset my password?"
Agent: "I can help you reset your password! Please click the
'Forgot Password' link on the login page, and you'll receive
an email with reset instructions. Would you like me to send
you a direct link?"

Example 2:
User: "Your app is broken!"
Agent: "I'm sorry you're experiencing issues. Let me help fix
this right away. Could you describe what's happening? Any error
messages you're seeing would be helpful."

Output Format Specification

When providing step-by-step instructions, format them as:

1. **Step Name**: Brief description
   - Additional detail if needed

2. **Next Step**: Brief description

Persona Adaptation

Adapt your communication style based on the user:
- Technical users: Be concise, use technical terms
- New users: Be patient, explain concepts
- Frustrated users: Lead with empathy, then solutions

Anti-Patterns to Avoid

Too Vague

✗ "Be helpful and nice"
✓ "Respond within 2 sentences when possible. Acknowledge emotions
   before providing solutions."

Too Rigid

✗ "Always follow this exact script..."
✓ "Use these guidelines while adapting to the conversation flow..."

Conflicting Instructions

✗ "Be concise. Also, provide comprehensive explanations."
✓ "Be concise for simple questions. Provide detailed explanations
   for complex technical issues."

Missing Edge Cases

✗ (No mention of what to do when unsure)
✓ "If you don't know the answer, say so and offer to connect the
   user with a specialist."

Optimization-Ready Prompts

To get the most from Converra's optimization:

Modular Structure

Break your prompt into clear sections that can be independently improved:

[ROLE]
You are a sales assistant...

[GOALS]
1. Understand customer needs
2. Recommend products
3. Handle objections

[STYLE]
Be friendly but professional...

[EXAMPLES]
Example 1:...

Measurable Objectives

Include goals that can be evaluated:

✓ "Resolve issues in under 3 exchanges"
✓ "Always confirm the user's issue before providing a solution"
✓ "End with a satisfaction check"

Consistent Formatting

Use the same format throughout - this helps the optimizer understand patterns.

Testing Your Prompts

Before deploying, test with:

1. Happy path - Normal use case
2. Edge cases - Unusual requests
3. Adversarial inputs - Attempts to break behavior
4. Long conversations - Does it maintain context?

Use Converra's simulation feature:

Simulate my support prompt against 10 personas

Iteration Workflow

1. Create initial prompt with best practices
2. Test with simulation
3. Analyze results for weaknesses
4. Optimize with Converra
5. Apply winning variant
6. Monitor real conversation performance
7. Repeat as needed

Next Steps

• Running Optimizations - Improve prompts
• Understanding Results - Interpret optimization data
• Logging Conversations - Track real performance