Operator guide

Write the item prompt

The item prompt is the first message every customer sees when they message your bot. It sets the tone and tells them exactly what to send.

What the prompt is

When a customer sends their first message to your customer-facing bot, reply-chain instantly replies with your item prompt. It's your one chance to direct the conversation: ask for the item, photos, and any detail you need to price the job.

Edit it in the Item prompt card on your settings page.

Writing a good prompt

A strong prompt is short, friendly, and asks for what you need to quote:

Hi! Thanks for contacting us. What item are you looking to move? Please send photos and/or a description with rough dimensions.

Or something leaner:

Welcome — please describe what you need, with photos if you have them.

Ask for photos explicitly. Customers forward images far more often when prompted, and photos make your quote faster and more accurate.

Editing later — versioning

Every time you save the prompt, reply-chain stores it as a new version rather than overwriting the old one. This matters because conversations already in flight stay pinned to the prompt version they started with.

In practice: if you reword the prompt while a customer is mid-enquiry, their experience doesn't shift under them — only new conversations pick up the new wording. You can iterate on your prompt freely without worrying about disrupting anyone already talking to the bot.

Note that the item prompt is one of the three requirements to activate your bot — it must be set and non-empty.