How do prompts work in the GPT Editor?

Prompts in the GPT Editor are predefined instructions that guide the AI on how to respond to a support ticket.

You can create and manage these prompts in the app's settings. Each prompt is a short piece of text that tells the AI what kind of response to generate — for example, to correct grammar, adjust tone, or rewrite a message in a more professional style.

When you select a prompt, the app sends both the ticket content and the prompt to the AI model. The model then returns a suggested reply based on your instructions.

You can review and edit the AI-generated response before sending it. This helps ensure that replies are fast, accurate, and consistent with your team’s tone and support guidelines.

Tip: Be as specific as possible when writing prompts. For example:

• "Rewrite this message to be more concise, polite, and free of grammar issues."
• "Edit this response to sound more empathetic and reassuring, without changing the meaning."

For more detailed guidelines and additional examples, please take a look at our article on writing effective commands for AI-enhanced Zendesk apps.

Need help or want to learn more about Knots automations?
Feel free to reach out to us at support@knots.io or get in touch via our contact form.