Prompting guide 101
A quick-start handbook for effective prompts
Customer service
As a customer service professional, you strive to deliver service that's effortlessly efficient, consistently delightful and powered by a proactive, helpful team.
This section provides you with simple ways to integrate prompts in your daily tasks.
Getting started
First, review the general prompt-writing tips in the
Each prompt below is presented with an accompanying scenario to serve as inspiration for how you can collaborate with Gemini for Google Workspace. The prompt iteration example shows how you could write follow-up prompts to build on the initial generated response.
Prompt iteration example
You're a customer service representative, and you're responsible for responding directly to customer enquiries and concerns. You've just received an email from a customer who received damaged goods. You open a new Google Doc and click on Help me write to prompt Gemini in Docs. Type the following:
-
Legend
-
Persona
-
Task
-
Context
-
Format
You like the email that Gemini in Docs created so you select Insert. But you want to brainstorm ways to resolve the issue without offering expedited delivery. You prompt by selecting Help me write. You type:
-
Legend
-
Task
-
Context
These 10 suggestions are helpful. You click Insert to add the text into your draft.
Example use cases
A customer has got in touch with a multi-part, complex question. You need to find and use information that is spread across multiple documents in order to respond accurately. You prompt Gemini in the Drive side panel. You type:
Gemini returns a summary and links to relevant files, which you can click into directly from the side panel. You read the information before returning to your email to generate a response to the customer. You open the message and prompt Gemini in the Gmail side panel and tag relevant files by typing @file name. You type:
You're a customer service team manager. You need to create scalable resources to standardise your team's communications. You open a new Google Doc. You brainstorm by prompting Gemini in the Docs side panel. You type:
The suggested templates offer a starting point for you to begin editing and personalising with elements consistent with your company's brand and policies. Now you want to outline your team's communication best practices for onboarding. You open a new Doc and prompt Gemini in Docs. You type:
You also want to support the team with standardised language that they can use when interacting with customers on phone calls. You prompt the Gemini app:
You've noticed an uptick in customer complaints. You need to collaborate across departments to address recurring issues. You prompt Gemini in Gmail. You type:
You edit the email and send it to your colleagues. Now you want to create a spreadsheet that you can use to track progress on this cross-departmental initiative. You open a Google Sheet and prompt Gemini in the Sheets side panel**.** You type:
You have a spreadsheet that tracks customer feedback. You want to analyse it and brainstorm potential reasons for the trends. You chat with the Gemini app. You upload the file and type:
Customer feedback has consistently said that your return policy guidelines are unclear. You open a Doc that states the return, refund and shop credit policies. You prompt Gemini in Docs by selecting Help me write. You type:
You like how simple the steps are. You repeat the process for your refund policy and shop credit policy. Now, you want to use the newly simplified content to create a blog post for customers. Using your Google Doc with the newly written guidance, you prompt Gemini in Google Docs. You type:
Now you want to create an email template that the team can use when they receive customer questions around these three areas. You open a new Google Doc and prompt Gemini in Docs using Help me write. You type:
You want to email a dissatisfied customer to attempt to make things right. You open an email that includes a customer complaint. You prompt Gemini in Gmail by selecting Help me write. You type:
The drafted response is a nice start, but you want to refine the language. You iterate by prompting Gemini in Gmail using Refine and Elaborate. Next, you want to create a short survey that you can send after each follow-up customer call. You open a new Google Doc and prompt Gemini in Docs. You type:
Gemini at work
Explore the curated resources — from prompting guidance to customer stories and more — to learn how to get the most out of Gemini for Google Workspace.