Prompt Management
Prompts are pre-defined questions that appear as suggestions in the chat widget, helping customers start conversations.
Accessing Prompts
Navigate to Prompts in the Intufind app.
Screenshot: shopify-prompts.png
Why Use Prompts?
- Guide conversations: Help customers know what to ask
- Showcase capabilities: Demonstrate what your AI can do
- Reduce friction: One-click to start a conversation
- Drive engagement: Encourage interaction with relevant topics
Creating a Prompt
- Click Create Prompt
- Fill in the prompt details
- Click Create Prompt to save
Screenshot: shopify-prompts-create.png
Prompt Fields
| Field | Required | Description |
|---|---|---|
| Title | Yes | Display name for the prompt |
| Prompt Text | Yes | The actual text users see and click |
| Description | No | Internal notes (not shown to users) |
| Initial Prompt | No | Show when chat first opens |
| Canned Response | No | Pre-written response (bypasses AI) |
| Tags | No | Comma-separated tags for organization |
| Categories | No | Comma-separated categories |
| Icon | No | Icon identifier or URL |
| Priority | No | Higher numbers appear first |
Example Prompts
| Title | Prompt Text | Initial |
|---|---|---|
| Shipping | "What are your shipping options?" | Yes |
| Returns | "How do I return an item?" | Yes |
| Size Help | "Help me find my size" | Yes |
| Recommendations | "Suggest products for me" | Yes |
Canned Responses
For frequently asked questions with fixed answers, use canned responses.
When to Use
- Policies: Shipping, returns, warranty
- Contact info: Hours, location, phone
- Fixed information: That doesn't change often
Example
Prompt: "What's your return policy?"
Canned Response:
## 30-Day Returns
We offer free returns within 30 days of purchase:
1. Items must be unworn with tags attached
2. Start a return at [mystore.com/returns](https://mystore.com/returns)
3. Use the prepaid label provided
**Questions?** Email returns@mystore.com
Canned responses support Markdown formatting.
Managing Prompts
Editing
- Find the prompt in the list
- Click Edit
- Make your changes
- Click Update Prompt
Deleting
- Find the prompt in the list
- Click Delete
- Confirm deletion
Searching
Use the search bar to find prompts by title or text.
Pagination
Navigate through pages when you have many prompts.
Initial Prompts
Initial prompts appear when the chat widget first opens, before any conversation.
To mark a prompt as initial:
- Edit the prompt
- Check Show as initial prompt when chat opens
- Save
Recommendation: Set 3-4 relevant initial prompts to give customers options without overwhelming them.
Response Types
| Type | Badge | Description |
|---|---|---|
| AI | Neutral | AI generates response based on indexed content |
| Override | Info | Uses your canned response |
Best Practices
Keep Prompts Conversational
- ✅ "What are your shipping options?"
- ❌ "SHIPPING_INFO_REQUEST"
Be Specific
- ✅ "How do I track my order?"
- ❌ "Orders"
Prioritize Common Questions
Use the priority field to show the most common questions first.
Update Seasonally
Refresh prompts for:
- Sales and promotions
- Seasonal products
- New arrivals
- Holiday shipping deadlines
Monitor Performance
Check which prompts are clicked most often in your analytics.
Sync Delay
New or updated prompts may take a few moments to:
- Appear in search results
- Show in your chat widget
Next Steps
- Behavior Settings — Configure widget display
- Live Agent — Set up human handoff