🧭 Introduction
AI Prompts for CRM allow you to control how the AI responds to customers by defining instructions, tone, language, and context in advance.
Instead of relying only on generic AI responses, prompts let you:
Train AI to match your brand voice
Create reusable reply templates
Maintain consistent messaging across agents
Generate faster, more accurate replies in the Inbox
AI Prompts work hand-in-hand with the AI-Powered Message Assistant.
Menu path:
Helpdesk → Settings → AI Prompt Templates
Direct link: https://app.3dsellers.com/crm/prompts
📚 What Are AI Prompt Templates?
An AI Prompt Template is a set of instructions that tells the AI:
How to respond
What tone to use
Which data to include
What context to consider
When applied in a conversation, the AI combines:
Your prompt instructions
Conversation history
Order and buyer data
…to generate a response aligned with your business rules.
➕ Creating a Custom AI Prompt
To create a new prompt:
Go to AI Prompt Templates
Click Add AI Prompt Template
Choose Simple or Advanced mode
Configure the prompt
Click Save
Your prompt becomes immediately available in the Inbox under AI Reply Prompts.
AI Prompt Templates - Table Overview
🧩 Simple Prompt Mode
Best for most users.
Available settings:
Prompt Title
Tone (Friendly, Professional, Neutral)
Language
Response Instruction
Additional Instructions
👉 Recent conversation context is automatically included by 3Dsellers.
AI Prompt Template Editor - Simple Prompt Mode
⚙️ Advanced Prompt Mode
Advanced mode gives you full control.
Use it when you need:
Structured or legal-sensitive replies
Strict formatting rules
Precise wording requirements
Extensive use of dynamic fields
AI Prompt Template Editor - Advanced Prompt Mode
🔗 Using Dynamic Fields (Order & Buyer Data)
Dynamic fields allow AI to personalize replies automatically.
Common fields include:
Buyer name and email
Order ID and order date
Item ID / SKU
Shipping address details
Refund or return indicators
Ticket type and status
This removes manual copy-paste and reduces mistakes.
AI Prompt Template Editor - Dynamic Fields
AI Prompt Template Editor - Dynamic Fields
🧪 Using Pre-Made AI Prompt Templates
3Dsellers includes built-in templates such as:
Supportive Reply
Agreeing Reply
Disagreeing Reply
Neutral Reply
Question Reply
You can select one, customize it, and save it as your own.
Pre-made AI Prompt Templates
♻️ Reusing AI Prompts in the Inbox
Once saved, prompts appear inside tickets.
How to use:
Open a conversation
Click AI Reply Prompts
Select a prompt
Review the generated reply
Edit and send
Prompts are shared across your workspace for consistency.
'Reply with AI' Feature and it's available AI Reply Prompts
🎯 Training AI with Your Brand Voice
To get the best results:
Clearly define tone (friendly, calm, firm, professional)
Specify what not to say
Avoid vague instructions
Test prompts on real conversations
Refine prompts over time
Well-trained prompts dramatically reduce editing time.
🧩 Example AI Prompt Templates (Copy & Customize)
Below are real-world prompt examples users can create immediately.
💰 Refund Request Prompt
Prompt Title: Refund Confirmation
Tone: Professional
Language: English
Response Instruction:
Respond to the buyer confirming their refund request. Clearly explain the refund amount, processing time, and payment method. Keep the tone professional, calm, and reassuring.
Additional Instructions (optional):
Do not mention internal policies. Do not apologize excessively. Keep the response concise.
Best for:
Refund approvals, cancellations, and payment confirmations.
📦 Shipping Delay Prompt
Prompt Title: Shipping Delay Update
Tone: Friendly
Language: English
Response Instruction:
Respond to the buyer about a shipping delay. Acknowledge the delay, explain the current status, and reassure the buyer that their order is being monitored.
Additional Instructions:
Avoid blaming carriers directly. Use positive, customer-focused language.
Best for:
Late shipments, carrier delays, tracking issues.
⚠️ Dispute / Complaint Prompt
Prompt Title: Dispute Resolution Reply
Tone: Calm & Professional
Language: English
Response Instruction:
Respond to a buyer dispute calmly and professionally. Acknowledge their concern, explain your position clearly, and outline next steps without escalating the situation.
Additional Instructions:
Do not admit fault unless explicitly stated. Avoid emotional language.
Best for:
Chargebacks, disputes, negative feedback situations.
❓ Order Status Inquiry Prompt
Prompt Title: Order Status Update
Tone: Friendly
Language: English
Response Instruction:
Respond with a clear order status update. Include the order ID, current status, and next expected step if applicable.
Best for:
“Where is my order?” questions.
🤝 Supportive Response Prompt
Prompt Title: Supportive Customer Reply
Tone: Friendly
Language: English
Response Instruction:
Respond empathetically to the buyer. Acknowledge their concern and explain how you will help resolve it.
Best for:
Confused or frustrated customers.
⚠️ Important Notes & Limitations
Prompts generate draft replies only
Agents always approve messages before sending
Some prompt usage may consume AI credits
Poorly written prompts can reduce output quality
Advanced prompts should be tested carefully
❓ FAQ
Can multiple agents use the same prompts?
Yes. Prompts are shared across your entire workspace, so all the accounts and Agents connected to your 3Dsellers account will have access.
Can I edit prompts later?
Yes. Prompts can be updated at any time.
Do prompts replace manual replies?
No. They generate draft replies that agents review.
Can prompts automatically include order and buyer's data?
Yes, using dynamic fields.
🔗 Related Help Center Articles
✅ Wrap-Up
AI Prompts for CRM give you precise control over AI-generated replies. By combining reusable prompts, dynamic data, and brand-specific instructions, you can scale customer communication while keeping quality, consistency, and professionalism high.