18.2.1. Setting up Prompts

Prev Next

Please note: this requires version 1.350 or greater for the Natterbox app.

Introduction to Prompts ✨

Prompts let you use AI to gain deeper insights from your calls. A prompt is simply a natural language instruction or question you give to the AI, guiding it to perform a specific analysis or task.

During setup, our team will help you design prompts that align with your business goals and deliver the most value.

How to Create a Prompt

You can create and manage prompts from the AI Advisor Settings page in the Natterbox App.

  • You must be logged in as a user that has either a Team Leader or Admin Natterbox permissions to access this page.

Settings page displaying various prompts for customer service training and evaluation.

Once ready, to create a new Prompt you must :

  1. Navigate to the AI Advisor Settings page

  2. Click Prompt Studio

  3. Click Add new prompt

  4. Set a name under Prompt Name

  5. Enter the Description of your prompt (this is not mandatory)

  6. Select the Prompt Type

    1. Rating - This prompt type provides a rating out of 10 alongside a short explanation of why the AI chose the rating. If you do not want an explanation of the rating, uncheck the ‘Include an explanation for the prompt’ checkbox.

    2. Free Text - This prompt type provides purely a textual response which can be used for AI Assist

      1. Free Text results cannot be searched or reported on as the field a Long Text field and goes beyond the restrictions within Salesforce for search capabilities. However, free text fields can be displayed in Salesforce reports.

  7. Enable your prompt to process new calls by selecting the option Active

  8. Decide your focus for this prompt. This determines which part of the conversation the prompt will apply to. Options are:

    1. Human Only - This will provide analysis only on the part of the call where the customer was talking to a human agent.

    2. AI Only - This will provide analysis only on the part of the call where the customer was talking to a Natterbox Conversational AI Agent. For more information on using AI Advisor to provide oversight to Natterbox Conversational AI, please see the AI Advisor for Conversational AI section.

    3. Both Human & AI - This will apply the analysis to the complete call end to end. This is the default and will provide comprehensive analysis of the complete call.

  9. Define your prompt within the Prompt Details box

Note: If you later change the name of your prompt you will need to ensure you amend any Salesforce reports, dashboards or Flows that involve that prompt to use the latest name, otherwise they will fail.

Defining a Prompt

You can ask the AI to perform a task or answer a query using plain, natural language. However, because AI can sometimes interpret instructions in unexpected ways, it’s important to make your prompt clear, specific, and concise. The more precise your wording, the more accurate and useful the AI’s response will be.

For details on how to get the most out of prompts in AI Advisor, see our article on prompt engineering.

Prompt Examples

See here for prompt examples that can be implemented as-is for immediate value or adapted to meet your business needs

Prompt Results

All prompt data is saved back into Salesforce. There are 2 ways of accessing this data:

  1. The Natterbox AI Salesforce Object. All analysis data for each call is saved here. You can use this object to craft your own reports and flows.

  2. The dedicated AI Advisor page in Salesforce.

Supported Maximums.

  • Maximum amount of active prompts allowed in Prompt Studio: 50

  • Maximum amount of input words for a prompt: 4000 (roughly)

  • Call rating explanation maximum AI response output length: 1,000 characters (approx 200 words)

  • Free text prompt maximum AI response output length: 10,500 characters (Approx 2100 words)

FAQ and Troubleshooting

Why can’t I access the Configure AI Advisor page?

If you’re seeing this message from the Natterbox App when accessing the AI Advisor Settings pageAccess denied message displayed on a webpage indicating restricted content.

Confirm that your user is either an Admin or a Team Leader and has an AI Advisor license.

I don’t see Prompt Studio, how do I get access?

Please ensure you have at least version 1.350 of the Natterbox App installed.

How do I use AI Advisor to monitor my AI Agents and Assistants in Conversational AI?

Check out the section HERE to use AI Advisor to monitor your AI conversations.

My AI prompt results aren’t appearing, why is that?

It’s possible the permission for the integration user have changed.

You can confirm this by going to the AVS error logs, and if you see the following message it would indicate your integration user no longer has access to the relevant Natterbox AI objects in Salesforce :

Error message indicating insufficient access during a scheduled job process.

To resolve this simply go to Admin Home and stop and start the Insight job with a user who has full access :

A button to stop a scheduled job is displayed, indicating the job is running.

Note it’s always recommended to have a dedicated API user for the installation and setup of the Natterbox App as this de-risks the likelihood of service impact due to user permission changes.

My results say ‘Transcription too short’ how come?

For AI analysis to happen there needs to be a minimum of 30 words spoken by both parties, this is to try and cut down analysing voicemail messages and dead calls.

How accurate are the AI responses?

Natterbox AI delivers industry-standard accuracy, but like any AI system, it is not infallible and may occasionally make mistakes. For critical information, we recommend reviewing call recordings and transcriptions for verification.

The accuracy of generative AI can vary based on several factors, including the quality of the prompt. To achieve the best outcomes, we recommend following our prompt design tips

It is important to understand that, as with all AI engines, Natterbox AI works on probability. This means it will not achieve 100% accuracy in call analysis. The trade-off, however, is significant: the engine can now understand human context and intent and is able to analyse 100% of calls, providing insights at scale that were never possible with traditional systems.

What happens when I delete a prompt?

When you delete a prompt:

  • It will no longer be sent to the AI for any new calls.

  • All associated fields in the Natterbox AI record will also be removed.

  • This action permanently deletes all historical analysis data linked to that prompt.

If you want to stop a prompt from running but still keep its historical data, we recommend deactivating the prompt instead of deleting it.

Why was my AI response cut off?

The maximum size a response for a rating explanation is 1,000 characters, everything beyond that is truncated. The AI will always endeavour to keep within the 1000 character limit but as a probability engine, it will sometimes fail to do so. As part of your prompt engineering you can add an additional line to ask the AI to respond in less than 1,000 characters.