Tips & Strategies

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Agent Setup

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Start with Clear Goals

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Write a Great System Prompt

You are [name], a [role] for [company]. Your goal is to [primary purpose].

PERSONALITY:
- [Tone descriptors: friendly, professional, casual, etc.]
- [Communication style: concise, detailed, conversational]

CAPABILITIES:
- Answer questions about [topics]
- Help users [actions]
- Collect information via [forms]

LIMITATIONS:
- Don't discuss [off-topic areas]
- Always [safety guidelines]
- When unsure, [escalation behavior]

FORMATTING:
- Use [markdown, bullets, emojis, etc.]
- Keep responses [length guideline]

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Choose the Right Model

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Knowledge Base Optimization

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Structure Content Well

• One topic per document
• Clear headings and sections
• Specific, factual content
• Include common question variations

• Dump entire websites
• Mix unrelated topics
• Use vague language
• Include outdated information

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Write for AI Understanding

# Product Returns

## Return Policy
We accept returns within 30 days of purchase for a full refund.

## Conditions
- Item must be unused
- Original packaging required
- Receipt or order number needed

## Process
1. Start a return at [URL]
2. Print shipping label
3. Drop off at any carrier location
4. Refund processed in 5-7 days

## Exceptions
- Final sale items cannot be returned
- Personalized items are non-refundable

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Cover Common Questions

1. Audit existing support tickets — What do people actually ask?
2. Check search logs — What terms do visitors search for?
3. Review competitors — What do they answer?
4. Talk to support team — What questions repeat?

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Keep Content Fresh

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Conversation Quality

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Reduce Response Length

Thank you so much for reaching out to us today! I’d be more than happy to help you with your question about our return policy. Our standard return policy allows you to return any item within 30 days of your original purchase date for a full refund to your original payment method. The item must be in its original condition with all tags attached and in the original packaging…

Returns are accepted within 30 days for a full refund. Requirements:

• Unused condition
• Original packaging
• Receipt or order number

Start your return at [link].

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Handle Edge Cases

When you cannot answer a question:
1. Acknowledge what the user is asking
2. Explain why you can't help with that specific request
3. Offer an alternative (contact support, FAQ link, etc.)

Never make up information. It's okay to say "I don't have that information."

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Use Conversational Tone

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Form Design

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Keep Forms Short

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Ask in Context

Agent: “Hi! Please fill out this form.” [Shows 5-field contact form]

User: “I’m interested in your enterprise plan” Agent: “Great! Our enterprise plan includes unlimited users and dedicated support. What’s your company size?” User: “About 200 employees” Agent: “Perfect for enterprise! To connect you with the right person, I just need a few details.” [Shows 3-field form: name, email, company]

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Use Progressive Disclosure

1. Initial: Name, email (required)
2. Follow-up: Company, role (if relevant)
3. Later: Detailed requirements (if needed)

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Make Fields Smart

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Trigger Strategy

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Don’t Overwhelm Visitors

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Match Intent to Action

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Test and Iterate

1. A/B test timing — Does 5s or 10s convert better?
2. Compare messages — Which welcome message gets engagement?
3. Try different actions — Bubble vs. chat vs. form
4. Measure conversions — Track what leads to form submissions

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Monitoring & Improvement

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Daily Habits

• Check for failed form submissions
• Review any escalated conversations
• Glance at confidence trends

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Weekly Review

• Read 10 random conversations
• Analyze thumbs-down feedback
• Update knowledge base with gaps
• Review trigger performance

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Monthly Optimization

• Full analytics review
• Compare to previous month
• Update system prompt if needed
• Test as a new visitor

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Common Mistakes

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❌ Mistake: Too Much Content

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❌ Mistake: Generic Responses

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❌ Mistake: No Escalation Path

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❌ Mistake: Ignoring Low Confidence

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❌ Mistake: Set and Forget

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Advanced Techniques

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Personalization

window.ansa.identify({
  userId: "user_123",
  email: "jane@example.com",
  name: "Jane",
  plan: "pro",
  company: "Acme Corp"
});

• Greet by name
• Reference their plan
• Provide account-specific help

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Segmented Experiences

// VIP customers get proactive help
if (customer.plan === "enterprise") {
  window.ansa.trigger("vip_welcome");
}

// New users see onboarding
if (customer.signupDate > sevenDaysAgo) {
  window.ansa.trigger("onboarding_help");
}

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Contextual Knowledge

// On product pages
window.ansa.setContext({
  currentProduct: "Widget Pro",
  productPrice: 99.99,
  inStock: true
});

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Measuring Success

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Key Metrics

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ROI Calculation

Monthly savings = (Support tickets deflected) × (Cost per ticket)
Lead value = (Form submissions) × (Lead-to-customer rate) × (Customer value)

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Continuous Improvement Loop

1. Measure — Track metrics weekly
2. Identify — Find underperforming areas
3. Hypothesize — What might improve it?
4. Test — Make a change
5. Validate — Did metrics improve?
6. Repeat

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Quick Wins

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This Week

• Review 5 low-confidence conversations
• Add answers for top 3 unanswered questions
• Shorten your longest knowledge base doc
• Test your agent as a new visitor

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This Month

• Set up a weekly review calendar reminder
• Create 2-3 trigger automations
• Build a lead capture form
• Review and update system prompt

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Next Steps