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A prompt is a set of standing instructions you write once, such as how to write for customers or what never to share. OpenWork adds it to the instructions of every agent in your members’ desktop apps, so they follow it in every chat. You can write one prompt for Everyone and one for each team.

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How prompts combine

  • The prompt for Everyone applies to every member.
  • A team’s prompt applies to the people in that team, after the prompt for Everyone, so it can add to it.
  • Someone in several teams gets each of their teams’ prompts, in order of team name.
  • A prompt that applies more than once is added once.
On a team’s Prompts tab, the prompt for everyone is shown first, marked Applies first, followed by the team’s own prompt.

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Who can see and change prompts

  • View prompts (admins by default) shows the Prompts tab.
  • Manage prompts (admins by default) lets you add, change and remove prompts. Saving asks you to have signed in recently.
The owner can give either permission to others with a custom role.

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Add a prompt

  1. Open app.openworklabs.com and go to Members › Teams.
  2. Open Everyone for a prompt that applies to everyone, or open a team.
  3. Open the Prompts tab and click Add prompt.
  4. Write the instructions: how agents should work, what to prioritise and what to avoid. A prompt can be up to 20,000 characters.
  5. Click Save prompt.
To change a prompt, click Edit on the Prompts tab. To stop using it, click Edit, then Remove prompt. Removing the prompt for everyone keeps the teams’ prompts, and removing a team’s prompt keeps the prompt for everyone.

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When changes reach people

Members’ desktop apps pick up new and changed prompts the next time they sync with your organization. A removed prompt stops applying at their next sync.

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Tips

  • Keep the prompt for everyone short and general, and put team-specific instructions on the team.
  • Write instructions, not examples of chats. For example: “When writing for customers, use plain language and never quote prices. Link to the pricing page instead.”
  • Prompts steer agents; they don’t enforce anything. To block what agents can do, use Agent permissions.