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The system prompt lets you customize how Airia Agent presents itself and responds within your organization. Your instructions are applied on top of Airia Agent’s base behavior — think of it as the standing brief you give a new employee about how your organization works, what it cares about, and how it communicates.

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Access the System Prompts tab

Navigate to Settings → Airia Agent → System Prompts.

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Write an effective system prompt

A good system prompt is specific and behavioral. Focus on what the agent should do differently from its defaults, not what it already does well on its own.

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Persona and tone

Define how Airia Agent should present itself:

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Topic focus and restrictions

Scope Airia Agent to relevant topics and instruct it on what to decline:

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Escalation rules

Tell Airia Agent when and how to hand off to a human or another channel:

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Organization-specific knowledge

Embed facts that Airia Agent should treat as authoritative:

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Guiding tool and sub-agent selection

The system prompt does not replace tool descriptions, but you can reference tools and sub-agents by name to steer when Airia Agent prefers them:
This is useful when two tools or sub-agents overlap in scope and you want to make the routing decision explicit.

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What the system prompt does not do

  • It is not visible to end users. Users do not see the prompt text.
  • It does not override tool descriptions. Tool selection is driven primarily by tool metadata; the system prompt can guide but not override that selection.
  • It does not override safety policies. Airia’s platform-level policies (DLP, policy constraints) apply regardless of prompt content.

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Save and test your changes

After writing or editing the prompt:
  1. Click Save
  2. Open Chat as an end user (or use a test account)
  3. Send a few representative messages and verify Airia Agent responds as expected
Use Inline Test mode in Agent Studio if you need to iterate quickly before applying changes tenant-wide.

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Prompt persistence across upgrades

Your custom system prompt is preserved automatically when you apply a version upgrade to Airia Agent. You do not need to re-enter it after an upgrade. However, it is good practice to review the prompt after a major upgrade to ensure it remains accurate given any new capabilities the upgrade introduces. See Version Management for details on the upgrade process.