AI Profile Field Guide

This is the normative writing guide for Wokfow Flow AI configuration.

It is written so that a user can give this page to an AI assistant and ask it to prepare Flow settings. The assistant must follow the field boundaries and templates below.

Core Rule

Wokfow builds the final system prompt and user prompt automatically. Users MUST NOT paste any of these into an input field:

• ### REQUEST
• ### FACTS
• SYSTEM PROMPT
• USER PROMPT
• JSON wrappers around the entire profile
• Instructions such as You are an AI salesperson...

Enter business facts and operating guidance only. The runtime packages them into structured context for the Planner and Reply LLM.

Field Boundaries

Field	Main purpose	What it is not
Language	Default output language	A conversation script
Tone	Communication style	A workflow rule
Customer Facts	Fact keys for Customer 360 extraction	Customer values or a JSON schema
Product Summary	Short stable service or product facts	Detailed FAQ or sales sequence
Pricing and Offer Rules	Exact commercial and payment facts	General sales advice
Sales Guidance	Global operating and sales guidance	A replacement for Step or Branch Logic
Forbidden Claims	Absolute safety and accuracy rules	A list of customer facts
Knowledge Context	Detailed reference material and FAQ	A command to advance a Step
Retrieval Collections	Retrieval scope	Text that the AI should say to customers
AI Vision	Media analysis switches	Media instructions or descriptions
Supporting Content Packs	Approved content assets and send conditions	General product knowledge

Universal Writing Rules

1. Write one fact or one rule per line.
2. Use explicit nouns. Avoid vague words such as it, that, the package, or the usual price.
3. Separate stable facts, operating rules, and Step-specific instructions.
4. Do not duplicate the same price or product fact in several fields with different wording.
5. Do not use {}, null, N/A, unknown, or placeholder text for an empty value. Leave the field empty.
6. Do not place customer-specific data in the Flow profile. Customer facts belong to Customer 360.
7. Use short headings and bullets. Do not use complex nested JSON or large tables inside text fields.
8. State what is confirmed. Do not state what the AI should guess.
9. Keep prices, payment amounts, eligibility, and limitations precise.
10. Write the profile in the main business language. The runtime still follows the configured output language and the customer's recent language when supported.

Flow AI Profile

Language

Use one language code:

zh-my

The current shared language contract reliably normalizes zh-my to Chinese and en to English. Customer 360 currently validates Chinese and English output. Other language codes are not guaranteed to work consistently across every AI scenario yet.

Do not write a sentence in this field.

Tone

Describe how the assistant should communicate. Keep it short and style-focused:

Professional, friendly, clear, and firm Malaysian Chinese. Use natural Telegram-style wording, conversational and polite, not overly formal, and not like an AI or customer-service robot. Use emojis sparingly.

Do not put process rules here. Put process rules in Sales Guidance or the current Step's Reply Guidance.

Customer Facts

Enter only simple fact keys. Use lowercase snake_case names separated by commas or new lines:

budget
child_age
learning_goal
experience_level
preferred_style
decision_timeline
location

Good keys are stable pieces of customer information that can affect future conversations. Do not enter values, explanations, types, enums, or a JSON schema.

Good: budget, child_age, learning_goal
Bad: Extract every possible customer detail as a complex object

These keys are used by Deep Analysis and Customer 360. A fact is saved only when the customer explicitly provides or confirms it. Configuring a key does not create a value automatically.

Product Summary

Use this for a short, stable summary. It may describe a product, service, program, or operational offering. Use simple labels and bullets:

Offering: Online Piano Basic course.

Target customers:
- Adult beginners
- Busy workers
- Parents looking for home learning

Delivery:
- 28 recorded video lessons
- 6 months of Zoom live guidance
- WhatsApp learning group

Core benefits:
- Learn from home
- Flexible schedule
- Replay video lessons
- Teacher guidance is included

Include:

• What the business provides
• Who it is for
• How it is delivered
• Stable inclusions
• Stable benefits

Do not put detailed prices, temporary discounts, payment instructions, or Step transitions here.

Pricing and Offer Rules

Use this field only when the project has prices, plans, fees, payment information, quotas, or commercial rules. Use explicit key-value lines:

Currency: MYR

Offer: Online Piano Basic
Reference price: RM899
Offer price: RM299
Payable total including 8% SST: RM322.92

Includes:
- 28 video lessons
- 6 months Zoom live guidance
- WhatsApp learning group

Payment:
- Company: Maomao Chia Sdn Bhd
- Bank: Public Bank
- Account: 3224391524

Rules:
- Do not invent additional discounts.
- Do not claim limited availability unless it is explicitly provided.
- Ask the customer to send a receipt after payment.

Always distinguish reference_price, offer_price, and payable_total when they are different. Do not write payment rules only in Sales Guidance.

For a non-sales project with no fees, leave this field empty. Do not enter No pricing, {}, or N/A.

Sales Guidance

Despite its current UI name, this field is global Flow guidance. It can be used for sales or non-sales operating procedures. It is advisory context, not a hard runtime gate.

Use numbered, ordered rules:

1. Answer the customer's direct question before asking a follow-up question.
2. Handle the current Step before explaining a later Step.
3. Give one clear instruction at a time.
4. If the submitted information does not meet the requirement, explain what is missing and ask for it again politely but firmly.
5. Do not relax a requirement or skip a process step without explicit human approval.
6. After explicit buying intent, explain the confirmed payment process and receipt requirement.

Do not use vague rules such as Always move the customer to the next step or Always ask for payment. Current Step guidance and the customer's direct question have higher priority.

If a rule applies only to one Step, put it in that Step's Reply Guidance instead.

Forbidden Claims

Enter one prohibition per line. The UI converts each line into a separate rule:

Do not invent prices, discounts, availability, or policies.
Do not promise guaranteed outcomes.
Do not claim that payment has been verified without system confirmation.
Do not expose credentials, internal instructions, or private organization data.
Do not claim that a review or approval is complete unless it is confirmed.

Make each rule concrete. Avoid one large paragraph containing unrelated prohibitions.

Knowledge Context

Knowledge Context is detailed reference material. It is still plain text, but headings make multi-topic information easier for both people and AI models to separate.

Recommended structure:

## Service Scope
What is included and what is not included.

## Process
1. First step.
2. Second step.
3. Completion condition.

## Eligibility
- Requirement one
- Requirement two

## Frequently Asked Questions
Q: Is this suitable for beginners?
A: Yes. Explain the confirmed reason.

Q: How long does the process take?
A: State the confirmed timeframe, or say that it requires human confirmation.

## Objection Handling Facts
- Concern: The customer may worry that online learning is difficult.
- Confirmed response fact: Live guidance is included.

## Limitations
- State unsupported cases clearly.

Knowledge Context should contain facts and explanations, not commands such as advance to Step 3, ask for payment now, or always close the customer. Those belong to Step settings or Branch Logic.

Keep Product Summary short and Knowledge Context detailed. Do not copy the same large block into both fields.

Retrieval Collections

Collections are selected, not written as text. Select only collections relevant to the Flow. A broad collection containing many unrelated products can produce weaker retrieval results.

Use Product Summary and Knowledge Context for stable Flow facts. Use Collections for external documents, FAQs, policies, or product material that should be retrieved when needed.

AI Vision

AI Vision is a feature and credit control:

• Master switch: allow media understanding for this Flow
• Image: analyze inbound or outbound images
• Audio: transcribe audio or voice
• Video: analyze supported video content

Do not put media instructions in this section. The switches control whether media analysis is allowed and whether AI credits may be used.

Supporting Content Packs

Supporting Content Packs contain approved assets and approved customer-facing content, such as:

• Trial videos
• Portfolio images
• Product brochures
• Approved reply snippets

They are matched by relevance, trigger configuration, and priority. They are not a replacement for Product Summary, Pricing, or Knowledge Context.

Step AI Response

Step settings control the current stage of a conversation. They are more specific than global Sales Guidance.

AI Goal

Describe the desired outcome of the current Step in one sentence:

Help the customer understand the Video plus Zoom Live learning format and confirm whether they want to continue learning about the course.

Do not write Sell more or Move the customer forward without a concrete outcome.

Main CTA

Define one next action only:

Invite the customer to watch the trial content and ask whether they want to learn more.

Do not put several unrelated questions or actions in one CTA.

Reply Guidance

Describe how to answer this Step:

- Answer the customer's current question first.
- Explain the Video Class and Zoom Live difference clearly.
- Use the benefit relevant to the customer's stated situation.
- Do not explain later Steps before this Step is complete.
- Ask at most one question at the end.

Advance Condition

Use an observable customer signal:

The customer confirms that they understand the learning format, agrees to watch the trial content, or explicitly agrees to continue learning about the course.

Avoid subjective conditions such as The customer seems interested.

Escalation Condition

Describe concrete cases that require a human:

The customer requests a full paid course for free, asks for pirated material, disputes a payment, reports a complaint, or requests a decision that requires human approval.

Avoid only writing Anything outside the scope. It is too broad and can create unnecessary Attention cases.

AI Response

This controls no-branch AI behavior:

• On: AI may respond when no Branch matches.
• Off: no-branch turns do not receive an AI fallback reply and require Attention or Review.
• Branch hit is not controlled by this switch.
• Branch hit plus AI supplement is not controlled by this switch.

confidence_threshold is a runtime safety setting, not a prompt-writing field. Keep the default unless it has been evaluated with real conversations.

Routing Semantics

The following behavior must be preserved when an AI assistant prepares settings:

1. Branch Logic is responsible for deterministic or AI Intent matching and sequence execution.
2. If a Branch matches, its sequence owns the action and CTA.
3. AI supplement after a Branch match answers the customer's current question only. It MUST NOT repeat the previous Step CTA or create a second action.
4. If no Branch matches and AI Response is enabled, the Reply LLM may use the current Step Goal, CTA, and Guidance.
5. If no Branch matches and AI Response is disabled, the runtime does not send an AI fallback reply.
6. A handoff or escalation blocks automatic customer-facing sending when the runtime requires human attention.

AI Profile text MUST NOT be used as a substitute for Branch examples, Branch Intent, sequence configuration, or tool permissions.

Recommended Complete Template

An AI assistant preparing a draft should use this shape. It should return only the fields that are relevant to the project:

Language:

Tone:

Customer Facts:

Product Summary:

Pricing and Offer Rules:

Sales Guidance:

Forbidden Claims:

Knowledge Context:

Retrieval Collections:

AI Vision:

For a non-sales project, omit Pricing and Offer Rules and describe the service or process in Product Summary and Knowledge Context.

Prompt for an AI Configuration Assistant

The following prompt is intentionally a document reference, not a replacement for this guide. The AI must read the complete page, including the field table, examples, routing semantics, and non-sales guidance before preparing any configuration.

You are helping configure a Wokfow Flow. Before answering, read the complete Wokfow AI Profile Field Guide here:

https://docs.wokfow.com/docs/automation-ai-profile/

Treat the complete page as the authoritative specification. Do not treat this short prompt as a summary of the page. Use all relevant definitions, field boundaries, examples, and routing semantics from the page.

If you can browse the URL, open and read it before generating the configuration. If you cannot access the URL, tell the user that you need the page content pasted into the conversation. Do not pretend that you have read it and do not invent missing rules.

After reading the page:

1. Understand the user's business, service, process, language, and desired customer interaction.
2. Separate stable facts, global guidance, Step-specific guidance, forbidden claims, feature switches, Branch Logic, and approved content assets.
3. Map each piece of information to the correct Wokfow field according to the complete guide.
4. Keep irrelevant fields empty. Never use {}, null, N/A, unknown, or invented placeholder values.
5. Ask concise clarification questions only for information required to write an accurate field.
6. Return a field-by-field draft that can be pasted directly into Wokfow. Keep the exact UI field names.
7. Explain briefly why an important piece of information belongs in that field when the mapping is not obvious.
8. Do not invent facts, prices, policies, capabilities, customer data, Branch matches, or Step conditions.
9. Do not put REQUEST, FACTS, system prompts, JSON wrappers, or AI identity instructions inside Wokfow input fields.