Define voice rules clearly
A persona works when guidance is specific. Instead of saying "be friendly," define sentence length, tone boundaries, and prohibited wording.
Set response defaults
Most support conversations should be short and clear. Add explicit defaults in your prompt for concise answers and one helpful follow-up question.
Use examples for edge cases
Include examples for refunds, sensitive issues, and out-of-scope requests. Examples reduce variance and keep voice consistent under pressure.
Review real transcripts
Prompt quality improves fastest when you revise based on real sessions. Capture common failure patterns and convert them into concrete prompt rules.