Open the Prompt Library

For convenience, you open the Prompt Library at the point of usage. Just click the prompt.

  • Automated conversation summaries: Click the prompt icon on the Copilot: Conversation Summary configuration page in the Management Console.
  • Conversation Assist: Click the prompt in the knowledge base rule.
  • Conversation Builder: Click the prompt in the interaction.
  • KnowledgeAI™: Click the prompt in the testing tool.

As an example, here’s how to open it from the Answer Tester within a knowledge base in KnowledgeAI:

Clicking the Enrichment prompt in the Answer Tester tool, which opens the Prompt Library

If you’re previewing our Generative AI features, be aware that you can no longer access the Prompt Library once the preview period is over.

Best practices

For optimal performance, follow our best practices.

UI design paradigms and recommendations

The process of creating or editing a prompt is tightly coupled with selecting that prompt for use at the integration point that you used to open the Prompt Library. Think of it as:

  • "Create and select for use," not just "Create"
  • "Edit and select for use," not just "Edit"

For example, if you access the Prompt Library via Conversation Assist, and then you create a prompt and save those changes, that new prompt will be selected for use in Conversation Assist.

Working on a prompt for a KnowledgeAI integration? If you want to keep your prompt creation and editing workflows separate—i.e., you don't want that work to impact the integration points in your conversational AI solution—we have a recommendation: To create or edit a prompt, always begin by opening the Prompt Library via one of KnowledgeAI's testing tools. That way, the new or updated prompt will be saved and selected for use in that testing tool. This is what you want anyway, as you always want to test prompts fully before using them in your solution. Once the prompt is ready for further testing, go to the relevant integration point, open the Prompt Library, and select the prompt for use there.

Create a prompt by copying a LivePerson template

When you create a prompt by copying a LivePerson template, this performs a deep copy. Importantly, there’s no relationship between the template and the copy. Your copy is independent by design. This is so updates to the template don’t affect your solution inadvertently.

  1. Click the prompt that's in use.
  2. Do one of the following:

    • If you're currently using the default system prompt, click Select from library in the lower-right corner.
    • If you're using one of your own prompts, click Go to library in the lower-left corner.
  3. In the Select Prompt window, click Prompt templates.
  4. Select the LivePerson template that you want to copy.

    The Select Prompt window with a callout to the right-facing arrow to click to select the prompt template

  5. Click Use template in the lower-right corner.

    A read-only view of the prompt template's info, with the Use Template button at the bottom

  6. Edit the prompt as required. For example, you might want to change the prompt name and description. Then click Save.

    An editable view of the prompt template's info, with the Save button at the bottom

    The new prompt is added to My Prompts. And it's also selected for use.

Create a prompt by copying another prompt

  1. Click the prompt that's in use.
  2. Do one of the following:

    • If you're currently using the default system prompt, click Select from library in the lower-right corner.
    • If you're using one of your own prompts, click Go to library in the lower-left corner.

    By default, your prompts are listed in the Select Prompt window.

  3. In My Prompts, select the prompt that you want to copy.

    An editable view of the prompt's info, with the Save button at the bottom

  4. Review the prompt, and click Duplicate.

    An editable view of the prompt's info, with the Save button at the bottom

  5. Change the prompt as desired, and click Save.

    An editable view of the prompt's info, with the Save button at the bottom

    The new prompt is added to My Prompts. And it's also selected for use.

Create a prompt from scratch

Take care when creating a prompt from scratch: Configure the prompt's settings appropriately, and only use variables that make sense for the use case.

  1. Click the prompt that's in use.
  2. Do one of the following:

    • If you're currently using the default system prompt, click Select from library in the lower-right corner.
    • If you're using one of your own prompts, click Go to library in the lower-left corner.
  3. In the Select Prompt window, click + Create from scratch.

    The Create from Scratch link at the top of the My Prompts page

  4. In the Create New Prompt window, configure and build out the prompt. (Learn about the parts of a prompt, and review our best practices.) Then click Save.

    The Create New Prompt form, which is blank

    The new prompt is added to My Prompts. And it's also selected for use.

Use variables in prompts

Learn about using variables in prompts to dynamically include relevant info.

Edit a prompt

Use caution when editing prompts. A prompt can be used in multiple places in your solution, so make sure the prompt changes are suitable for each point of usage. This helps to avoid unintended changes in behavior.

If the changes that you want to make are major, then for safety we recommend duplicating the prompt and making the changes in the copy. Always fully test any substantive changes, especially major ones, before using them in Production.

To edit a prompt

  1. Click the prompt that's in use.
  2. Click Go to library in the lower-left corner.
  3. Select the Preview icon beside the prompt that you want to edit.

    Three prompts in the list with a callout to the Preview icon

  4. Click Edit in the lower-right corner.

    A read-only view of the prompt's info, with an Edit button at the bottom

  5. In the pop-up window, click Yes to confirm the action.

    The confirmation pop-up window for confirming the Edit action

  6. Change the prompt details as required, and click Update.

    An editable view of the prompt's info, with an Update button at the bottom

    The changes are applied.

Select a prompt to use

Ready to put a prompt into action in your solution? Learn how to select a prompt for use in:

Delete a prompt

Currently, deleting a prompt isn’t supported, but stay tuned for changes in this area. As a workaround, prepend the prefix “DON’T USE - ,” “DEPRECATED - ” or something similar to the prompt name of any deprecated prompt.