1. Why Captain setup should use templates
- Faster setup: from hours to minutes per assistant.
- Consistent response quality across teams and shifts.
- Easier audit: you always know which prompt version is running.
- Easier scale: reuse the same frame and only change business variables.
When this guide is most useful
Use this right after you have one assistant and one live channel, and want faster rollout with controlled AI quality.
2. Prepare 5 variables before copy-paste
[[BRAND_NAME]]
Brand or product name represented by the assistant.
[[TARGET_CUSTOMER]]
Primary customer segment: SMB, enterprise, first-time buyer, existing customer, etc.
[[PRIMARY_GOAL]]
Main channel objective: lead conversion, order support, post-purchase care, etc.
[[HUMAN_HANDOFF_RULE]]
Mandatory escalation logic for payment, complaints, out-of-scope requests, etc.
[[FORBIDDEN_CLAIMS]]
Statements the AI must never promise on behalf of the business.
3. Core prompt template for Captain
Paste the block below into Captain behavior instructions, then replace the [[...]] variables before saving.
System Prompt Template
You are the AI assistant for [[BRAND_NAME]].
Main objective: [[PRIMARY_GOAL]].
Target customer: [[TARGET_CUSTOMER]].
Response rules:
1) Keep responses clear and concise.
2) Answer only from approved knowledge.
3) If data is missing, state uncertainty and hand off.
4) Never promise beyond official policy.
Mandatory handoff rules:
[[HUMAN_HANDOFF_RULE]]
Forbidden claims:
[[FORBIDDEN_CLAIMS]]
End every response with one clear next step for the customer.Opening message template
Hi! I am the AI assistant of [[BRAND_NAME]].
I can quickly help you with [[PRIMARY_GOAL]].
Tell me your specific need so I can guide you accurately.Quality control tip
If responses are still too long, add a hard rule like “maximum 4 sentences per reply”.
4. FAQ/knowledge template for quick paste
Use a consistent format so retrieval and final responses remain stable.
FAQ Block Template
Q: [[Customer frequent question]]
A: [[Policy-approved short answer]]
Tag: [[sales/support/refund/pricing]]
Source: [[doc link or internal SOP]]
Last Updated: [[YYYY-MM-DD]]Quick 3-FAQ starter sample
Q: What is your current pricing?
A: We have plans based on team needs. Share your team size and I will suggest the best fit.
Tag: pricing
Source: pricing page
Last Updated: 2026-04-12
Q: How long does setup take?
A: Most teams can connect the first channel within one working session, then optimize from live data.
Tag: onboarding
Source: onboarding SOP
Last Updated: 2026-04-12
Q: When will a human take over?
A: For advanced or policy-sensitive requests, the assistant escalates to a specialist immediately.
Tag: handoff
Source: handoff policy
Last Updated: 2026-04-125. Handoff rule template
Handoff Rules Template
Escalate to human immediately when any condition is met:
- Complaint, refund, or payment-sensitive request.
- Request is outside approved knowledge.
- Customer asks for a specific human advisor.
- AI has attempted 2 replies but customer is still unsatisfied.
When escalating:
1) Provide concise context summary for the agent.
2) Tag the reason for handoff.
3) Stop guessing unknown details.Golden rule
Early handoff is better than a confident wrong answer.
6. Quick validation checklist after paste
- Send 3 common FAQ questions and verify policy alignment.
- Send 1 out-of-scope question to ensure no hallucination and proper escalation.
- Send 1 sensitive scenario to verify mandatory handoff triggers.
- Check tone: concise, polite, and action-oriented.
7. Input versioning for team scale
Version naming
Use `captain-<channel>-v<xx>` format (example: `captain-fb-v03`).
Change log
For every update, record reason and expected metric movement.
Review cadence
Review at least weekly during early rollout.
Next step
After the first stable version, replicate templates to the second channel and adjust variables only.