The Prompt and AI Module is the control center on the Papo platform (https://papo.global/) where you define the personality, knowledge, and behavioral rules of your AI Agents. It is in this module that you create and edit "prompts" — the instructions that serve as the brain of your virtual assistant — ensuring it interacts with customers in a way that aligns with your brand, qualifies leads, and performs tasks autonomously and intelligently.
The Prompt and AI Module transforms artificial intelligence from a generic resource into an expert trained for your business. Instead of relying on basic configurations, you have total control over how the AI thinks and acts, allowing you to create multiple agents for different channels or objectives.
The table below summarizes the main components of the Prompt and AI Module and their functions.
| Component | Main Function |
|---|---|
| Prompt Editor | Where you write the instructions that define the persona, objectives, and limits of the AI Agent. It is the "brain" of the operation. |
| Agents | Allows you to manage the "General" (default) agent and create "sub-assistants" with specific prompts for tasks such as sales or support. |
| General Rules | Defines behavioral guidelines that the agent must follow in all interactions, regardless of the specific prompt. |
| Inboxes | Associates an AI Agent with one or more channels (WhatsApp, Instagram, etc.), activating it to respond to customers. |
| Statistics | Shows AI performance data, such as successfully sent messages, failures, and skipped interactions, for continuous optimization. |
How the Prompt Module functions as the AI's "brain"
Think of the Prompt and AI Module as the training center for your AI Agent. This is where you teach it everything it needs to know to act as a member of your team. This is primarily done through the "prompt."
The prompt is a set of detailed instructions in natural language. In it, you describe:
- Persona: Who is the agent? Should it be formal, friendly, technical?
- Objectives: What is its main function? Qualify leads, schedule meetings, offer first-level support?
- Knowledge: What information can it provide about your products, services, and policies?
- Restrictions: What should it not do? What topics should it avoid or transfer to a human?
A well-crafted prompt is the difference between a generic chatbot and a virtual assistant that truly solves problems and generates business value.
Instructions vs. Scenarios: What's the difference?
Within the Papo ecosystem, it's important to distinguish how AI is trained for different purposes. The Prompt and AI Module primarily focuses on Instructions for AI Agents that interact with customers.
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Instructions (Prompt): These are broad, contextual guidelines that guide the behavior of the AI Agent in open and dynamic conversations. They define the personality and reasoning logic so that the agent can handle a variety of unexpected customer questions. You configure this in the Prompt and AI Module.
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Scenarios: These are more specific question-and-answer pairs or structured dialogue flows. They are used to train internal AI tools, such as Capitão (your team's assistant), to answer frequently asked questions or perform very specific tasks with a predefined script.
In summary, instructions give your agent the ability to "think," while scenarios train it to "respond" to specific situations.
How to empower your AI Agents with the Prompt Module
Configuring an effective agent goes beyond simply turning on the AI. The module offers tools for fine-tuning and continuous adjustment.
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Access the Module: In the side menu of the Papo platform, click on Prompt and AI. If the item is not visible, ask your account administrator to check your access permissions.
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Create Specialized Agents: In addition to the "General" agent, which serves as the default, create sub-assistants. For example, you can have a "Sales Agent" with a prompt focused on qualification and scheduling, and a "Support Agent" with a prompt focused on resolving common queries and opening tickets.
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Structure Your Instructions: In the Prompt Editor, you can use the free-text field or structured sections. The sections help organize guidelines into categories such as persona, objectives, and restrictions, ensuring you don't miss any important details.
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Associate Agents with Strategic Channels: In the Inboxes area, you decide where each agent will operate. Activate your "Sales Agent" on WhatsApp and Instagram Direct, where prospecting is stronger, and your "Support Agent" on email or the website chat.
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Monitor and Optimize: The Statistics area is crucial. If you notice many "Skipped" interactions, it may be a sign that the AI lacks confidence to respond, indicating that your prompt needs more detail or clarity. Analyze this data to continuously refine your instructions.
Frequently Asked Questions
What is the difference between the "General" agent and a sub-assistant?
The "General" agent is the default assistant for your account. If you enable AI in an inbox without specifying an agent, it will be the one to respond. Sub-assistants are additional agents you can create with their own prompts and rules for specialized tasks, such as handling a specific channel or a marketing campaign.
Can I have one AI Agent for sales and another for support?
Yes. This is one of the main advantages of the Prompt Module. You can create a sub-assistant called "Sales Agent" with a prompt focused on qualifying leads and scheduling demos. Then, you can create another called "Support Agent" with instructions to answer frequently asked questions. Finally, in the "Inboxes" area, you associate each agent with the corresponding channel.
What happens if the AI doesn't know how to respond?
When the AI lacks confidence in the answer or a rule prevents it from interacting, the interaction is marked as "Skipped" in the statistics. The conversation remains in the inbox for a human agent to take over. This ensures that no customer is left without a response and serves as an indicator for you to improve your agent's prompt.
How do I know if my prompt is good?
The best way to evaluate your prompt is by analyzing the quality of the AI's responses and the data in the Statistics section. A good prompt results in a high number of successful interactions ("Succeeded") and few failures ("Failed") or skipped interactions ("Skipped"). If the AI is responding out of tone or providing incorrect information, it's time to review and further detail the instructions in the Prompt Editor.
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