Skip to main content
An AI Prompt is a saved instruction that tells the connected AI model how to respond to a conversation. Agents pick a prompt in the Live Chat composer; Xobito sends the current conversation to the AI along with the prompt; the model returns a draft reply; the agent edits and sends.
Before AI Prompts can do anything, you need to connect an AI provider. Without that, the sparkles button in the composer will show an error.

​
What a prompt looks like

Each prompt has:
  • Name — shown in the composer menu (e.g. “Friendly reply”, “Polite decline”).
  • Category — groups related prompts in the picker (“Support”, “Sales”, “Escalation”).
  • System instruction — the actual prompt text sent to the AI. This is where you describe the tone and constraints.
  • Variables (optional) — placeholders like {{contact.firstname}} that are filled in before the prompt is sent.
Example system instruction:

​
Create a prompt

Go to AI & Replies → AI Prompts.
1

Click 'Create Prompt'

Give it a clear name — this is what agents see in the composer menu.
2

Pick a category

Either choose an existing category or type a new one. Categories make the menu easier to navigate once you have 10+ prompts.
3

Write the system instruction

Describe the role, tone, length, and any constraints. Include placeholders for dynamic values.
4

Preview

Click Preview. Xobito sends a sample conversation to your connected AI and shows you what the draft looks like.
5

Save

Saved prompts appear immediately in every agent’s composer menu — no reload needed.

​
Prompt variables

Use these placeholders inside your system instruction. Xobito replaces them with real values before sending to the AI.
{{conversation.last_10_messages}} is the most useful — without some conversation context, the AI has nothing to react to. Include it in almost every prompt.

​
Good-prompt patterns

Start with “You are a …”. Examples:
  • “You are a friendly customer support agent for [company].”
  • “You are a technical support specialist who explains things in plain English.”
  • “You are a sales rep who never oversells.”
WhatsApp messages should be short. Say it explicitly:
  • “Reply in 2–3 short sentences.”
  • “Keep the total reply under 50 words.”
  • “Use at most one emoji.”
The model follows negative instructions well when they’re specific:
  • “Do not quote specific prices.”
  • “Do not promise delivery times.”
  • “Do not ask the customer for passwords or payment details.”
  • “Use plain text. No markdown, no bullet lists.”
  • “Start the reply with the customer’s first name.”
  • “Sign off with ‘Best, [agent first name]’.”

​
Using a prompt in Live Chat

  1. Open a conversation in Chat.
  2. Click the sparkles icon in the composer.
  3. Pick a prompt from the menu (grouped by category).
  4. Wait a second or two — the draft appears in the composer.
  5. Edit as needed, then hit Send.
Always read the draft before sending. The AI can be confident and wrong — it’s your agent’s reply, and your brand’s reputation.

​
Categories — how to organise

Categories are free-text — type any name and it sticks. Useful buckets:

Support

“Acknowledge issue”, “Escalate to engineer”, “Request reproduction steps”.

Sales

“Qualify lead”, “Offer demo”, “Quote follow-up”.

Billing

“Invoice query”, “Refund policy”, “Payment failed”.

General

“Friendly greeting”, “Polite decline”, “Thank you”.

​
Editing, duplicating, deleting

  • Edit — changes take effect immediately. In-progress drafts already pasted in a composer are unaffected.
  • Duplicate — makes a copy. Great for A/B testing two tones.
  • Delete — removes the prompt from every agent’s menu. Past drafts remain in conversations as normal text.

​
Permissions

By default, staff with the tenant.ai_prompt.create and tenant.ai_prompt.edit permissions can create and edit prompts. Staff with tenant.ai_prompt.view can only use them. Configure this in Roles & Permissions.

​
Measuring quality

Xobito keeps a count of how often each prompt is used and how often its draft is edited before sending:
  • Used — agent pasted the draft into the composer.
  • Sent as-is — agent hit Send without editing a single character.
  • Heavily edited — agent changed more than 50% of the text.
Prompts with a low “sent as-is” rate are drafting text that isn’t quite right. Read a few edits your agents made, and rewrite the system instruction to get closer to how they actually want to reply.

​
Troubleshooting

Your AI Integration is missing, the API key is invalid, or your provider is down. Go to Settings → AI Integration and click Test Connection. See AI Integration.
The model refused — often because the conversation tripped a safety filter, or the system instruction asked for something the model is trained to decline. Reword the prompt.
Xobito substitutes before sending, but if your prompt repeats the raw placeholder in an example, the AI may echo it. Wrap examples in different brackets, like [name], to avoid confusion.

AI Integration

Connect the provider that powers AI Prompts.

Canned Replies

For static, non-AI quick replies.