HighLevel's prompt editor shows an available word count, and we haven't found one published limit that covers every bot, so watch the counter on yours. What follows is how we decide what stays and what goes.
What each field is for
Each of the three prompt fields has one job, and knowing it tells you what doesn't belong there.
- Personality: the bot's role and its tone.
- Goal: the outcome the conversation should reach, such as a booked call.
- Additional Information: behavior rules and boundaries, the things the bot must and must not do.
Why prompts run long
Two things fill a prompt. The first is facts pasted in: the FAQ page, the service list, the hours, the policies. The second is instructions that say the same thing twice, or that quietly disagree with each other after a few rounds of edits.
The second problem costs more than words. HighLevel's guidance notes that conflicting instructions can produce inconsistent replies, so a bloated prompt can mean a confused bot as well as a long one.
You'll also see these fields called Goals and Additional Details in some older guides and notes. HighLevel's help center labels them Goal and Additional Information. Use whatever your editor shows.
What stays and what moves
Stays in the prompt: the steps the bot follows, in order; the hard rules it must never break; and the booking mechanics, meaning when to offer the calendar and what to collect first. Those are instructions, and the bot needs them on every turn.
Moves to Bot Training: FAQs, business facts such as hours, services and policies, and anything else the bot looks up rather than acts on. HighLevel's own guidance puts FAQs and business facts there.
Moves to a second knowledge base: in our builds, long worked examples of good replies and scripted objection answers go to a reference knowledge base that only this bot uses. The business's main knowledge base stays plain facts that other agents can share. HighLevel doesn't require two knowledge bases; this is how we keep each one clean.
Rules stay in the prompt. Facts and examples go to a knowledge base.
Moving it, step by step
Do it in this order, so nothing the bot needs goes missing on the way.
- Read the whole prompt and delete instructions that repeat or compete. Check the word count again before moving anything.
- Cut the FAQs and business facts out of the prompt and keep them in a document while you work.
- Go to AI Agents, then Knowledge Base, and click Add Source. A knowledge base can mix source types; use Rich Text for anything you'll keep up to date inside HighLevel.
- Wait until the new content has finished processing. Testing before then won't show the new content.
- Open the bot and select the updated knowledge base so it can draw on it.
- Test retrieval first: ask the bot the questions whose answers you just moved. Then test behavior: does it still follow its steps and still offer the booking?
Rather have it set up for you?
We'd split your bot's prompt from its knowledge base, write both out for your approval and test the bot after, starting with a 30-minute 1:1 with Rob.
Keep booking in the prompt, and the calendar connected
A trimmed prompt can lose the booking without anyone noticing. Instructions about booking don't replace the booking setup itself: HighLevel's Appointment Booking goal needs a configured calendar. The prompt tells the bot when and how to offer a time; the calendar is what lets it book one.
After a big cut, send the bot a message from someone ready to book and watch it all the way to a confirmed appointment on a test calendar.
After the move
Duplicated or outdated sources give the bot two answers to pick from. Delete the old copy of anything you moved, and don't leave the same fact in both the prompt and the knowledge base.
When a fact changes later, such as your hours, change it in one place. That is most of the point of the move: one source for each fact, and a prompt short enough that you can read it top to bottom and see every rule the bot follows.