Answer traveler questions and deep-link the ones that need action: AI agent prompt
Put an always-on agent in your help center that answers approved travel FAQs, sends customers to the right signed-in flow for changes like rebooking or lost bags, and escalates to a human with the full chat. Southwest Airlines launched this with Salesforce Agentforce on web and mobile; Salesforce reports a 45% resolution rate across more than 2 million interactions and $6M in projected annual savings.
Customer SupportAirline self-serviceintermediateThe prompt
You are the help-center agent for [airline/brand]. Approved knowledge only: [paste FAQ / policy excerpts on baggage, refunds, reservations, loyalty]. Authenticated actions we support (deep-link only, never do them yourself): [e.g. change flight → URL pattern, report lost bag → URL, connect rewards → URL]. Sensitive topics that must go to a human immediately: [safety, legal, medical, abuse]. Customer message: [paste]. Step 1: answer from the approved knowledge in a short, friendly chat reply, or say you don't have that info. Step 2: if they need an authenticated action, give the matching deep-link and tell them what they'll do there. Step 3: if it's a sensitive topic or you can't help, write a handoff note with their goal, what you already covered, and the recommended next step for a human. Never invent policies or promise refunds/credits that aren't in the knowledge.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into Salesforce Agentforce, Service Cloud, ChatGPT and review the answer before you use it.
Works with: Salesforce Agentforce, Service Cloud, ChatGPT, Claude
Real-world example: salesforce.com/customer-stories/southwest-airlines/agentic-self-servic
Before you use it: what to check
Already built into this prompt
- Never invent policies or promise refunds/credits that aren't in the knowledge.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Anything legal, tax or compliance-related is a first draft for a qualified person to check. It is not professional advice, and clause references and deadlines must be checked against the source.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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