> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# The prompt, FAQs and variables

> How you instruct the agent and how to personalise it

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.

<Info>
  **📷 Screenshot needed** — the prompt editor with content and the variables tray.

  Save to `/images/en/whatsapp-agents/prompt-editor.png`
</Info>

## How to structure it

```markdown theme={null}
## Context
You are Mila, the assistant for [your business]. We sell [product] to [customer type].
We're open Monday to Friday, 9 to 6. You reply over WhatsApp.

## Conversation flow
1. Greet them and ask how you can help.
2. Identify whether they want [case A] or [case B].
3. If it's [case A], ask for [detail 1] and [detail 2].
4. Once you have the details, offer to book.

## Rules
- Reply in English, short sentences, warm tone.
- Never invent prices or delivery dates. If you don't know, say so and offer a human.
- Never ask for card details or passwords.
```

<Tip>
  WhatsApp is conversation, not email. Short messages, one question at a time.
</Tip>

## The template

**Use Template** fills the document with a starter script. If you've written something, it asks
before replacing it.

<Warning>
  **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.
</Warning>

## Variables

<AccordionGroup>
  <Accordion title="Client variables — {{name}}">
    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.
  </Accordion>

  <Accordion title="Global variables — [[name]]">
    <Warning>
      **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.
    </Warning>
  </Accordion>

  <Accordion title="Memory variables — {{memory_...}}">
    Nine tokens that insert what the agent remembers about the contact. They only appear if you
    enable memory in *Variables* mode.

    See [Contact memory](/en/whatsapp-agents/memory).
  </Accordion>
</AccordionGroup>

<Warning>
  **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.
</Warning>

## 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.

<Note>
  **There is no knowledge base.** You can't upload documents or PDFs — FAQs are simply more
  prompt text. Keep them short.
</Note>

## 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.

<Warning>
  **Atlas consumes credits**, unlike the test panel.
</Warning>

If Atlas changes the agent while you have unsaved edits, a notice lets you choose between
**Reload** and **Keep my edits**.

## Next step

<Card title="Channel, audience and behaviour" icon="sliders" href="/en/whatsapp-agents/channel">
  Who it serves, when, and how it writes.
</Card>