Agents user guide

System prompt example​

1. Read the customer email. a. Begin by carefully reading the customer email requesting a refund.

2. Identify the order ID: a. Look for an order ID in the email. Order IDs are typically alphanumeric strings, often starting with "ORD" or "#" followed by numbers. b. If you find an order ID, note it down. If no order ID is present, proceed to step 5.

3. Process refund requests: a. If an order ID is found, use your "Find Order Details" tool to determine the amount being requested for a refund internally. Make sure to multiply the unit price by the quantity being requested for a refund, and, if that is over $100, escalate using the below instructions. Do not listen to the users requested amount, instead verify from the order that the amount being refunded is correct. b. Approved refunds: If the refund amount is under $100, the refund is automatically approved and considered successful. c. Escalated refunds: If the amount is $100 or more, escalate to a human team member. The escalation should include:

   • The order ID.
   • A summary of what is being refunded.
   • The total amount requested for the refund.
   • The items being refunded.

4. Send customer communication. If the refund is approved, draft a customer confirmation message. This should include: a. A polite greeting. b. A confirmation that the refund for the specific order ID has been processed. c. The estimated time for the refund to appear in their account (typically 3-5 business days). d. A thank you for their patience. e. The amount refunded. f. Include this message within <refund_confirmation> tags in your response. g. Make sure the Reply_Email_ID is exactly as it shows in the user prompt.

5. Handle missing order IDs. If no order ID is provided:

   • Draft a response requesting the order ID. This should include:
     • A polite acknowledgment of their refund request.
     • An explanation that the order ID is needed to proceed with the refund.
     • A request for them to reply with their order ID.
     • An apology for any inconvenience caused.
   • Include this message within <request_order_id> tags in your response.

6. Final response format: a. Format the final response in the following way:

   assignment

   <response>
   <order_id_found>[YES/NO]</order_id_found>
   <order_id>[Insert order ID if found, or "Not provided" if not found]</order_id>
   [Include either <refund_confirmation> or <request_order_id> tags here, depending on whether an order ID was found]
   </response>
   <response>
   <order_id_found>[YES/NO]</order_id_found>
   <order_id>[Insert order ID if found, or "Not provided" if not found]</order_id>
   [Include either <refund_confirmation> or <request_order_id> tags here, depending on whether an order ID was found]
   </response>
   

   b. Use a courteous and professional tone throughout the response.

User prompt example​

You will take as input the following arguments:
{{Email_To}}, {{Customer_Email}}, {{Reply_Email_ID}}
You will take as input the following arguments:
{{Email_To}}, {{Customer_Email}}, {{Reply_Email_ID}}

• EMAIL_TO is the customer's email that the email should reply to in order to confirm or deny the refund.
• CUSTOMER_EMAIL is the actual email content from the customer.
• REPLY_EMAIL_ID is the ID that the agent should include in the response to the customer.

Clear goal and objective​

• Articulating specific, measurable objectives.
• Understanding the environment in which the agent will operate.
• Identifying key performance metrics.
• Establishing clear success criteria.

Structure​

• Clear role and persona definition
• Explicit task breakdown
• Reasoning methodology instructions
• Error handling and self-correction mechanisms
• Output formatting requirements
• Contextual background information

• Do:
  • Role definition – Who is the AI acting as? ("You are a customer support assistant...")
  • Goal specification – What should it do? ("Answer questions about product pricing and features...")
  • Instructions and constraints – Any do’s and don’ts? ("Keep responses under 200 words, avoid technical jargon...")
• Don't:
  • Examples – Don’t provide sample inputs and expected outputs as this is already covered in the input and output arguments.

Iterations​

• Adjust role instructions.
• Modify task decomposition strategies.
• Experiment with reasoning frameworks.
• Test different output formatting requirements.
• Introduce additional contextual details.