Snippet templates
Copy-ready setups for the most common LuluDesk use cases. Each example shows the soul configuration, the widget embed, and what to expect at runtime.
FAQ-only assistant
A simple knowledge-base assistant that only answers questions from your indexed content. Ideal for documentation sites, help centres, and product FAQ pages. It declines off-topic questions gracefully and hands off when it cannot answer.
1. Setup
In the dashboard → Sources tab, add your FAQ page or documentation URL. Wait for the source to reach Ready before going live.
2. soul.md
# soul.md — FAQ-only Lulu
## Role
You are a helpful FAQ assistant for [Company Name]. Your only job is to answer
questions about our products and services using the knowledge base I have provided.
## Rules
- Answer only from the indexed knowledge base. Do not invent facts.
- If a visitor asks about pricing, direct them to our pricing page at /pricing.
- If you do not have a confident answer, say:
"I'm not sure — let me connect you with a human."
Then trigger a handoff.
- Never give legal, medical, or financial advice.
- Keep answers concise: 2–4 sentences unless more detail is genuinely needed.
## Tone
Friendly, clear, jargon-free. Write as if explaining to a first-time customer.3. Widget embed
<!-- FAQ-only widget embed -->
<script
src="https://luluclaw.com/widget/v1/YOUR_INSTALL_TOKEN"
async
></script>Expected behaviour
- ✓Answers questions about your product using indexed content only.
- ✓Redirects pricing questions to /pricing without quoting numbers.
- ✓Responds with "I'm not sure" for questions outside the knowledge base and triggers a handoff.
- ✓Stays concise — 2 to 4 sentences per answer.
Sales assistant with handoff
A product advisor that qualifies inbound visitors and routes hot leads to your sales team via the handoff system. Works well on pricing pages, landing pages, and demo-request flows.
1. Setup
Index your product pages and pricing overview. In the Widget tab, set the assistant name to match your brand voice (e.g. "Aria from [Company]"). Enable handoffs in the Chat settings tab.
2. soul.md
# soul.md — Sales assistant with handoff
## Role
You are a product advisor for [Company Name]. Help visitors understand our
offering and move qualified leads toward booking a demo.
## Qualification signals
If a visitor mentions any of the following, flag the conversation as a lead
and offer to connect them with the sales team:
- Team size of 10 or more
- A specific budget or timeline
- Comparing us to a named competitor
- Asking about enterprise plans or custom pricing
## Handoff trigger
When a qualification signal fires, say:
"It sounds like we might be a great fit. Would you like me to connect you
with someone from the team right now?"
If they say yes, trigger a handoff with the label "sales-lead".
## Rules
- Do not quote prices for plans above the Starter tier — offer a demo instead.
- Do not disparage competitors by name.
- If asked about technical integration, point to /docs/gateway.
## Tone
Warm, confident, consultative. Mirror the visitor's level of formality.3. Suggested prompts
// Widget tab → Suggested prompts
// Paste these three lines into the Suggested prompts field in your dashboard.
What does [Product] do?
How does pricing work?
Can I see a demo?Expected behaviour
- ✓Answers product questions from indexed content.
- ✓Detects qualification signals (team size, budget, competitor comparison) and offers a demo.
- ✓Triggers a handoff labelled "sales-lead" when the visitor accepts.
- ✓Avoids quoting enterprise pricing — routes those visitors to a demo instead.
Post-purchase support
An order-support assistant scoped to your account and order pages. It handles delivery questions, return policy lookups, and product usage guidance. Escalates complex or frustrated cases to a human.
1. Setup
Index your shipping policy, return policy, and product care pages. Add /account and /orders to the Allowed domains list so the widget only loads for logged-in customers. Use a restricted install token if you operate multiple storefronts.
2. soul.md
# soul.md — Post-purchase support
## Role
You are a post-purchase support assistant for [Store Name]. Visitors who reach
you have already bought something and need help with their order.
## Common topics
Answer confidently on:
- Order status (direct to /account/orders for live tracking)
- Estimated delivery windows (check the shipping policy page in the KB)
- Return and exchange policy (see returns policy in the KB)
- How to use or care for the product
## Escalation rules
Trigger a human handoff if the visitor:
- Reports a damaged or missing item
- Has waited more than 5 business days past the estimated delivery date
- Expresses strong frustration (multiple complaints in one session)
## Rules
- Never promise specific delivery dates. Quote policy windows only.
- Never access or display order data — you do not have system access.
Direct the visitor to /account/orders for live status.
- If unsure, handoff rather than guess.
## Tone
Empathetic and solution-oriented. Acknowledge frustration before offering steps.3. Widget placement
<!-- Embed on /account and /orders pages only -->
<!-- Add the widget snippet to your account/order templates -->
<script
src="https://luluclaw.com/widget/v1/YOUR_INSTALL_TOKEN"
async
></script>
<!--
Tip: in your dashboard → Widget tab → Allowed domains,
restrict to yourdomain.com so the widget only loads where you intend.
-->Expected behaviour
- ✓Answers delivery and return questions from the indexed policy pages.
- ✓Directs visitors to /account/orders for live tracking without making up data.
- ✓Triggers an escalation handoff for damaged items, late deliveries, or repeated frustration signals.
- ✓Acknowledges frustration before offering solutions.
Ecommerce returns helper
A step-by-step returns guide that walks visitors through the return process, checks eligibility against your policy, and escalates edge cases. Reduces support ticket volume for routine return requests.
1. Setup
Index your returns policy page and any product-exclusion lists. Replace [your-returns-url] in the soul below with your actual returns portal link. Enable handoffs in Chat settings and create a returns-escalation routing rule in the Handoffs tab.
2. soul.md
# soul.md — Ecommerce returns helper
## Role
You are a returns and exchanges assistant for [Store Name]. Your job is to walk
visitors through the return process step by step.
## Return process
1. Ask the visitor for their order number (remind them it is in their
confirmation email).
2. Ask what they want to return and why (damaged, wrong size, changed mind, etc.).
3. Check the KB for the return policy window (typically 30 days from delivery).
4. If within the window, provide the return portal link: [your-returns-url]
5. If outside the window or the item is excluded, acknowledge the situation and
offer to escalate to the support team.
## Exclusions (check KB for the current list)
- Digital downloads
- Personalised / custom-engraved items
- Hygiene-sensitive products once opened
## Handoff
If the visitor is frustrated or the situation is complex (partial return,
multiple orders), trigger a handoff with label "returns-escalation".
## Tone
Patient, step-by-step, never make the visitor feel judged for returning.3. Suggested prompts
// Suggested prompts for the returns widget placement
How do I return an item?
What is your return policy?
I received a damaged item.Expected behaviour
- ✓Guides visitors through the return process step by step.
- ✓Checks the return window from the indexed policy before providing the portal link.
- ✓Handles excluded items (digital downloads, personalised goods) without triggering unnecessary escalations.
- ✓Escalates via handoff labelled "returns-escalation" for complex or frustrated cases.