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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.
📷 Screenshot needed — the prompt editor with content and the variables tray.Save to /images/en/whatsapp-agents/prompt-editor.png

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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

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.
Variables are NOT substituted everywhere. They work in the prompt and in FAQs, but not in:
  • the conversation closing message,
  • the reminders’ auto-resolve message,
  • the reply sent to customers this agent doesn’t serve,
  • template values in follow-up sequences.
In those four 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.