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The prompt is a single document in the centre column. Everything goes there: who the agent is, how it opens, what it should achieve, and what it must not do.
Prompt editor with an Identity and Context section, a Conversation Flow section, and the variables tray showing Company Name and First Name

One document, with the variables tray along the bottom

The toolbar gives you bold, italic, headings and lists, plus Insert Variable and Detect Variables — the latter scans what you’ve written and registers any tokens it finds. Pasting from a document keeps its formatting.

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How to structure it

WhatsApp is conversation, not email. Short messages, one question at a time.

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The template

Use Template fills the document with a starter script. If you’ve written something, it asks before replacing it.
The Spanish template is incomplete. The English version includes an AI safeguards block — rules against jailbreaking and hallucination — that’s missing from the Spanish one. If your team works in Spanish, add your own safety rules.

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Variables

The tray under the editor lists every variable the document uses. Client variables show as green chips, global ones with the [[ ]] marker, and Clean Unused drops any that no longer appear in the text.
Replaced with the contact’s real data. Name, first name, last name, email and phone resolve, along with their aliases ({{first_name}}, {{name}}, {{email}}, {{phone}}…).If a value is missing, a neutral phrase is substituted rather than leaving a gap.
They aren’t substituted with any value. There’s nowhere to define their content — they reach the agent exactly as written. Use them as notes to yourself, not as data.
Nine tokens that insert what the agent remembers about the contact. They only appear if you enable memory in Variables mode.See Contact memory.
Built in, nothing to register. {{current_time}} becomes the current date and time in the agent’s timezone (the one in the Time-Based Routing window; UTC if it’s empty or invalid). {{current_time_<timezone>}} gives the time in any IANA timezone, e.g. {{current_time_Europe/Madrid}} or {{current_time_America/New_York}}.The output is always in English, whatever the agent’s language: Thursday, March 28, 2024 at 11:46 PM PDT. It’s calculated when the text is used: every turn for the prompt, at send time for static reminders and the static closing message.See System variables for the full rules.
Variables are NOT substituted everywhere. They work in the prompt, in FAQs, in static reminder text and in a static closing message, but not in:
  • the reminders’ auto-resolve message,
  • the reply sent to customers this agent doesn’t serve,
  • template values in follow-up sequences.
In those three places a {{client_name}} reaches the customer written literally. Use fixed text.

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FAQs

The FAQ button in the top bar. Questions and answers appended after the prompt, as a fallback.
  • No limit on count or length.
  • None can be left half-finished: saving with a question but no answer blocks the save and reopens the modal.
  • Variables are substituted here.
There is no knowledge base. You can’t upload documents or PDFs — FAQs are simply more prompt text. Keep them short.

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Atlas, inside the editor

The first tab of the right panel. Ask for changes in plain language and it applies them to the agent: adjust the tone, add FAQs, configure follow-ups.
Atlas consumes credits, unlike the test panel.
If Atlas changes the agent while you have unsaved edits, a notice lets you choose between Reload and Keep my edits.

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Next step

Channel, audience and behaviour

Who it serves, when, and how it writes.