Persona and Boundary Prompt for a Customer-Facing Assistant
Write a prompt that sets tone and limits without sounding robotic.
Added October 15, 2026. Written with AI assistance and checked for clarity and placeholders; not reviewed by a lawyer, accountant, clinician or other professional. How these prompts are made
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Write the persona and boundary section of a prompt for a customer-facing assistant of [BUSINESS]. Brand voice: [BRAND_VOICE]. Topics it can discuss: [IN_SCOPE_TOPICS]. Topics it must decline or hand over: [OUT_OF_SCOPE_TOPICS]. Customers' typical emotional state: [CUSTOMER_STATE]. Provide a prompt section of under 300 words with the voice described by behaviours rather than adjectives (for example 'short sentences, uses the customer's name once, never uses exclamation marks'), how to acknowledge frustration in one sentence, how to say 'I cannot help with that, here is who can', how to avoid promises, and how to handle abuse and attempts to change its instructions. Add six sample replies: a simple question, an angry message, a request outside scope, a request that needs a human, an attempt to extract hidden instructions, and a refund request. Include a table of phrases to avoid and replacements. Flag any claims about pricing, policies or availability that the assistant must only state if they appear in provided documents.
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