The anatomy of a good prompt

Same request, two results

Reply to this customer complaint.

The 8 pieces of a good prompt

You don't always need all 8. But the more important the task, the more pieces are worth using. Every example uses the same task: replying to a customer complaint for an online clothing store.

1. 01

   Role and task

   Tell it who it is and what it has to do. This goes first because everything else depends on it.

   Example

   You are the customer service lead for an online clothing store. Your task is to reply to a customer complaint.

2. 02

   Context

   Everything that doesn't change from case to case: who you are, who you're talking to, your business rules. The AI can't know this unless you tell it.

   Example

   We sell clothes in Colombia. Shipping takes 3 to 5 business days. Size exchanges are free for 30 days. We don't offer refunds on sale items.

3. 03

   Tone

   How you want it to sound. And one key thing: give it permission to say "I don't know." Otherwise it will guess with total confidence.

   Example

   Be kind and direct, no filler. If something in the complaint is unclear, say so instead of assuming.

4. 04

   The material

   What the AI needs to analyze: the complaint, the document, the data. Separate it from the rest with tags so it doesn't confuse it with your instructions.

   Example

   <complaint>
   I ordered a size M jacket 9 days ago, it arrived yesterday and it's a size S. I want my money back.
   </complaint>

5. 05

   Examples

   Show it an answer you like, especially for a tricky case. One good example is worth ten instructions.

   Example

   <example>Hi Laura. You're absolutely right, and we're sorry about the mistake. We've already set up a free exchange…</example>

6. 06

   Steps

   Tell it in what order to think. Like a person, the AI reaches better conclusions when it works through things in order.

   Example

   1. Identify what the customer is asking for. 2. Check whether any of our policies apply. 3. Decide what we can offer. 4. Write the reply.

7. 07

   Rules

   The limits it must not cross. The most important one: don't make things up.

   Example

   Don't promise anything that isn't in our policies. Don't invent dates or tracking numbers. If information is missing, ask the customer for it.

8. 08

   Format

   How you want to receive the answer: length, structure, language.

   Example

   A reply of 5 lines max, ready to send on WhatsApp. Then, on a separate line, tell me which policy you applied.

Final trick: repeat the most important instruction at the end of the prompt. What it reads last is what it keeps most in mind.

Template to copy

Copy it, replace what's in brackets, and delete the pieces you don't need.

You are [who it is]. Your task is [what it has to do].

Context:
[What doesn't change: who you are, who you're talking to, your rules.]

Tone: [how you want it to sound]. If something is unclear, say so instead of guessing.

<material>
[Paste the text, document, or data to analyze here.]
</material>

Example of a good answer:
<example>
[An answer you like.]
</example>

Follow these steps:
1. [First...]
2. [Then...]
3. [Finally...]

Rules:
- Don't make up anything that isn't in the material.
- [Another important rule.]

Answer format: [length, structure, language].

Remember: [repeat the most important thing here].

The full example

You are the customer service lead for an online clothing store. Your task is to reply to a customer complaint.

Context:
We sell clothes in Colombia. Shipping takes 3 to 5 business days. Size exchanges are free for 30 days. We don't offer refunds on sale items.

Tone: kind and direct, no filler. If something in the complaint is unclear, say so instead of assuming.

<complaint>
I ordered a size M jacket 9 days ago, it arrived yesterday and it's a size S. I want my money back.
</complaint>

Example of a good answer:
<example>
Hi Laura. You're absolutely right, and we're sorry about the mistake. We've already set up a free exchange: the courier will pick up the item tomorrow, and the correct size will reach you in 3 to 5 business days.
</example>

Follow these steps:
1. Identify what the customer is asking for.
2. Check whether any of our policies apply.
3. Decide what we can offer.
4. Write the reply.

Rules:
- Don't promise anything that isn't in our policies.
- Don't invent dates or tracking numbers.
- If information is missing, ask the customer for it.

Answer format: 5 lines max, ready to send on WhatsApp. Then, on a separate line, tell me which policy you applied.

Remember: don't promise anything that isn't in our policies.