Write instructions for your assistant

Instructions are extra directives the assistant always follows, whatever the customer asks. Content and FAQs tell the assistant what to say; Instructions tell it how to behave.

Write your instructions

1. Open the Knowledge tab, then Instructions.

2. Type your directives in the box, one per line.

3. Click Save. You see Saved.

Examples of useful instructions

Reply style

• “Always reply in the customer’s language.”
• “Keep replies short, no more than three lines.”
• “Be polite, and use the customer’s name if you know it.”

What the assistant never promises

• “Don’t promise delivery dates for orders outside Saudi Arabia.”
• “Don’t offer discounts on your own.”

When to hand over to your team

• “When a customer asks about wholesale orders, ask for the quantity, then escalate to the team.”
• “If a customer complains about a damaged product, apologize, ask for a photo, then escalate.”

Images and products

• “When suggesting a product, send its image with the link.”

Tip

Write instructions as clear commands. A short, specific instruction works better than a long paragraph. After each change, test the assistant with a message from your phone to see the effect.

Note

Don’t repeat store information here, such as your return policy. Put it in Content or FAQs, and keep Instructions for rules.