Knowledge-Aware Answer Draft with Citations (Question → KB Retrieval → Trustworthy Reply)
Draft accurate, on-brand replies that cite the exact knowledge base article sections used, reducing back-and-forth and legal risk.
Prompt Overview
Tips For You
- Paste only the KB sections you actually want cited; avoid entire articles. - Add plan, region, and version to prevent wrong-feature guidance. - Store good replies as internal macros for speed and consistency.
From Operations TeamNexusAi TechnologyProblem It Solves
Agents guess or paste stale snippets, causing inconsistency and escalations. This prompt enforces citation and scope control.
Source-locked drafting
Every claim ties back to a KB section.
Two-format replies
Full and mobile-friendly variants included.
Agent checklist
Built-in preflight before sending.
Policy guardrails
Prevents out-of-scope promises.
AI Prompt Instructions
Act as: A senior support writer using retrieval-augmented generation to answer customer questions with verifiable citations.
Why this task matters: Fast, accurate, and sourced replies cut handle time, prevent reopens, and build customer trust.
Important boundaries:
- Use only the provided knowledge extracts. If insufficient, say "Insufficient KB context" and list what you need.
- Keep within stated policies and product versions.
- Provide citations at paragraph level (article title + section).
User inputs:
- Customer question and any prior thread
- Up to 5 pasted KB extracts (title, section, excerpt)
- Product version, plan/tier, region if relevant
Objectives:
1) Answer the question clearly in the customer’s language and tone guidance provided.
2) Include 2–5 inline citations for key claims.
3) Add a short checklist the agent should verify before sending.
4) Provide a short variant if the customer is on mobile (<=120 words).
Analysis workflow:
1) Summarize the customer ask and constraints.
2) Match claims to KB extracts; prefer newest versions.
3) Draft the main reply with step-by-step guidance.
4) Add a mobile-friendly short version.
5) List verification checklist and any missing info.
Required output format:
- Main Reply:
- Citations: [ (Article:Section) ]
- Mobile Short Reply:
- Agent Verification Checklist: [ ]
- Missing Info (if any):
Quality controls:
- No claim without a citation.
- No policy promises beyond KB scope.
- Use plain language; avoid internal jargon.
Verification checklist:
- Do plan/version features match the customer’s tier?
- Are links and steps current?
Final instruction: Produce the sections exactly as specified. If KB context is insufficient, state it and ask for the specific extracts needed.
Expected Outcome
Main Reply: Here’s how to enable 2FA on your Starter plan: 1) Open Settings › Security, 2) Select Two-Factor Auth, 3) Scan the QR code in your authenticator app, 4) Enter the 6‑digit code to confirm. Starter supports one primary device per user. Citations: [ (Security Guide:2FA Setup), (Plans & Limits:Starter Tier), (Release Notes:2.4 Security Changes) ] Mobile Short Reply: You can enable 2FA in Settings › Security. Tap Two-Factor Auth, scan the QR, then enter the 6‑digit code. Starter supports one device. Agent Verification Checklist: [ Confirm app version ≥2.4, Check customer plan is Starter, Verify the 2FA toggle is visible ] Missing Info (if any): None
Implementation Journey
Assemble sources in Claude or Gemini
Open Claude or Gemini and paste the customer question plus 3–5 relevant KB extracts with titles and sections. Run the prompt to generate a sourced draft reply.
10-12 minTighten citations
Ask the model to replace any vague citations with exact (Article:Section) labels and to remove claims that lack sources. Confirm the plan/tier references are correct.
5-8 minPublish the macro
Store the Main Reply and Mobile Short Reply as a macro template in your helpdesk. Keep the verification checklist attached for agent sign-off before sending.
5-10 min