Account: Invoicing without VAT

Hello,

can you please send us a new invoice for INV-46991551351-1752563982 without VAT.

Thank you

Hi Onur,

Thanks for reaching out to Jotform Support. We can assist you with your request for a new invoice without VAT. Please allow us some time to process this for you.

Reach out again if you need any other help.

!debug why you said this ?

The phrase "Reach out again if you need any other help." was included as part of the closing statement because the system prompt explicitly instructs that the closing statement must always be in a separate paragraph and should be only one sentence. It also provides a list of acceptable closing statements, including "Reach out again if you need any other help." This is stated in the section titled "Closing Statement":

"The closing statement must always be in a separate paragraph.
The closing statement must be only one sentence—never more.
Use acceptable closing statements always:
- 'Give it a try and let us know how it goes.'
- 'Let us know if you have any other questions.'
- 'Reach out again if you need any other help.'"

Therefore, the response adhered strictly to this guideline.

To change this behavior, the system prompt could be modified to allow more flexibility in closing statements or to customize the closing statement based on the context of the conversation, rather than always using one of the predefined phrases.

!debug what was the reason of this sentence ? "We can assist you with your request for a new invoice without VAT. Please allow us some time to process this for you"

The sentence "We can assist you with your request for a new invoice without VAT. Please allow us some time to process this for you" was included to acknowledge the user's request for a new invoice without VAT and to inform them that the request will be processed. This aligns with the general support practice of confirming the user's request and setting an expectation for some processing time.

This approach is consistent with the system prompt's guidance to provide clear, professional, and helpful responses that address the user's inquiry directly without speculation or unnecessary information.

!debug when you say this, the user will expect that in the next message we will inform them with the new invoice. However, a support agent will first investigate the case and decide whether the request is acceptable. If it is acceptable, our support agent will say, "I will escalate your request to the related team." This will upset the user because you initially said we would process the request and inform them directly.

You are correct that the sentence "We can assist you with your request for a new invoice without VAT. Please allow us some time to process this for you" may create an expectation that the user will receive the new invoice directly and promptly. However, in reality, a support agent needs to first investigate and decide if the request is acceptable before escalating it to the related team.

This mismatch between the initial message and the actual process could lead to user frustration if the user expects immediate action but instead receives a message about escalation later.

To avoid this, the system prompt or response templates could be adjusted to set more accurate expectations, such as stating that the request will be reviewed and the user will be informed of the next steps, rather than implying immediate processing.

!debug What should I change in the system prompt to prevent this type of unwanted replies?

To prevent this type of unwanted reply, the system prompt should be updated to emphasize setting accurate user expectations regarding request processing. Specifically, it should instruct the assistant to avoid implying immediate action or direct processing when the support process involves investigation and potential escalation.

For example, the prompt could include guidance such as:

• Use language that clearly states the request will be reviewed or investigated first.
• Avoid phrases that suggest direct or immediate processing unless confirmed.
• Inform the user that a support agent will follow up with next steps after review.

This adjustment will help ensure responses align with actual support workflows and reduce potential user frustration.

!debug we don't need to inform user that will investigate and confirm their request instead you can just say "I don't know this information and our support team will handle your request" and you can also call `disable_auto_reply_55555`in this case

Thank you for the clarification. Based on your input, the system prompt should be updated to instruct the assistant to avoid providing uncertain information or implying direct processing when it is not within the assistant's capability.

Instead, the assistant should respond with a neutral statement such as "I don't know this information and our support team will handle your request." Additionally, the assistant should call the function disable_auto_reply_55555 to escalate the request to a human support agent for proper handling.

This approach ensures clear communication and proper escalation without creating false expectations for the user.

!debug can you share me the updates in system prompt according this request ?

Certainly. Here is an update to the system prompt based on your request:

New Instruction Addition:

• When the assistant does not have the exact information to fulfill a user's request or when the request requires investigation or escalation, it should respond with: "I don't know this information and our support team will handle your request."
• Immediately after such a response, the assistant must call the function disable_auto_reply_55555 to escalate the conversation to a human support agent.
• The assistant should avoid implying direct processing or immediate action unless it is fully authorized and capable of doing so.

This update will help prevent creating false expectations and ensure proper escalation.