> For the complete documentation index, see [llms.txt](https://docs.mercuri.cx/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mercuri.cx/features/ai-assistants/how-to-add-ai-agents-to-your-business-in-mercuri-cx/how-to-structure-system-and-application-prompts-with-examples.md). # How to Structure System & Application Prompts (with Examples) In this guide, we’ll walk you through how to build an AI agent using **System** and **Application Prompts**, step-by-step. To make things practical, we’ll follow the example of *HomeVibe*, a fictional home decor business, as they create their own 24/7 AI support assistant. {% embed url="" %} #### About the HomeVibe Business To make this practical, let's follow the journey of a fictional business: **HomeVibe**. HomeVibe is a bustling online home decor store. They sell a beautiful range of furniture, lighting, wall art, planters, and tableware across India. Operationally, they're efficient: orders are processed within 24 hours and delivered in 3-7 business days. However, their team is constantly answering the same questions: * "*Where is my order?"* * *"Can I customize this dining set?"* * *"What is your return policy?"* They need a way to provide instant answers to these common queries while freeing up their human agents for more complex issues. This makes them the perfect candidate for an **AI Agent.** *** #### Step 1: Define Your AI's Tone and Style Before you build your agent, you must define its personality. How should it sound to your customers? HomeVibe wants their AI to reflect their brand: warm, stylish, and helpful. They decide it should be: * **Friendly yet professional** * **Empathetic and patient** * **Conversational** (to avoid a robotic tone) * **Polite and solution-focused** This means turning a simple, robotic message into something more personal. **Instead of:** "Your order is shipped." **The AI should say:** "Great news! 🎉 Your order has been shipped and is on its way. You'll receive it within 3-5 working days!" This small change makes the interaction feel human, building a better customer experience from the start. *** #### Step 2: Understand the Two Key Prompts: System and Application When setting up your AI in Mercuri CX, you'll work with two main prompts. **What is a System Prompt?** ***Want to understand what exactly System Prompt is?*** [***Click here***](https://docs.mercuri.cx/features/ai-assistants/how-to-add-ai-agents-to-your-business-in-mercuri-cx/pages/fWSdxSsixsJ2bmFP72eb#id-1.-what-is-a-system-prompt) Think of the **System Prompt** as the AI's "training manual." It contains all the essential, factual information about your business that the AI needs to answer questions accurately. **Example System Prompt for HomeVibe:** > "You are an AI assistant for a home decor online store called HomeVibe. HomeVibe sells aesthetic home decor, including furniture, wall art, and vases. The store delivers across India within 3-7 business days. Orders can be tracked via a link sent after dispatch. Returns are accepted within 7 days for unused products in original packaging. If a customer asks about their order, always request their order ID and guide them." **What is an Application Prompt?** ***Want to understand what exactly Application Prompt is?*** [***Click here***](https://docs.mercuri.cx/features/ai-assistants/how-to-add-ai-agents-to-your-business-in-mercuri-cx/pages/fWSdxSsixsJ2bmFP72eb#id-2.-what-is-an-application-prompt) The **Application Prompt** (also called a User Prompt) defines *how* the AI should behave. It sets the tone, style, and rules of engagement, acting as its personality guide. **Example Application Prompt for HomeVibe:** > "Respond to customers in a warm, polite, and helpful tone, like a friendly support executive. Use clear, simple language. > **Example behaviors:** Be patient if the customer is confused. Be cheerful when confirming orders. Stay calm and apologetic if the customer is upset about delays." *** #### Step 3: Create Your AI Agent in Mercuri CX Now, let's bring it all together. 1. **Start a New Agent:** In your Mercuri CX dashboard, go to **AI Agents** and click **Create New Agent**. 2. **Add Your Prompts:** Enter the **System Prompt** (the "what") and **Application Prompt** (the "how") into the corresponding fields. 3. **Test Your Agent:** Use the **Test Mode** to interact with your AI from a specific phone number. This is your chance to see it in action and refine the prompts until its responses are perfect. 4. **Go Live:** Once you're confident, switch to **Live Mode**. Your AI is now ready to handle real customer queries 24/7, providing instant, accurate support. ###