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A prompt is the set of written instructions that defines how an agent should act, respond, and communicate. Prompts shape the agent’s role, tone, and rules of engagement. Each prompt has:
  • A name for organization
  • A text body written in plain text or Markdown
  • Version history to track and manage changes over time

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Why It Matters

Prompts are the foundation of every agent. They determine how agents:
  • Respond to user questions
  • Use knowledge bases and integrations
  • Maintain tone and behavior
BenefitDescription
ControlCustomize agent behavior and tone exactly as you want
ConsistencyEnsure all agents using the same prompt follow the same instructions
FlexibilityEasily update, version, archive, or reuse prompts as your needs evolve

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How Prompts Work

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1. Set a Name

Give each prompt a clear, descriptive name (e.g. Customer Support Prompt, Internal HR Agent, Sales WebChat).

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2. Add the Prompt Body

Paste the prompt content in plain text or Markdown. This can include:
  • Role instructions
  • Tone and voice guidelines
  • Guardrails (what the agent should or shouldn’t do)
  • Knowledge base and integration instructions

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3. Save and Version

Every time you save a prompt, it creates a new version. You can:
  • View version history
  • Roll back to a previous version
  • Lock a version for active use

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4. Archive and Reuse

If you’re no longer using a prompt, archive it. Archived prompts remain accessible for:
  • Review
  • Reuse
  • Restoration

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Prompt Templates

To help you get started, VIVI provides prebuilt prompt templates for common use cases:
TemplateDescription
Customer SupportFriendly and helpful tone, with instructions for handling support scenarios
WebSearch AgentEnables the agent to run live web lookups and cite external information
Templates can be fully customized after selection.

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Best Practices

  • Write clearly and directly — be explicit about the agent’s goals and boundaries
  • Use bullet points, headings, or numbered steps for clarity
  • Include guardrails to prevent unwanted behavior
  • Reference how to use knowledge bases or tools (e.g. “Use the CRM integration for customer lookups”)
  • Start with a template, then refine based on your use case
Prompts are where intelligence begins. Build strong foundations, and your agents will follow.
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