Custom Instructions

Custom instructions let you provide specific guidance that shapes how your AI persona responds. They're appended to the persona's base prompts and help tailor behavior to your business.

What Are Custom Instructions?

Custom instructions are additional rules, knowledge, or guidelines you provide to the AI. They help with:

• Business-specific rules - Policies unique to you
• Brand voice - Specific phrases or style
• Special handling - Topics needing care
• Context - Information not in documents

Adding Custom Instructions

1. Go to AI Agents > Personas
2. Open your persona
3. Find Custom Instructions section
4. Enter your instructions
5. Save

Writing Effective Instructions

Be Specific

Good:

When customers ask about pricing, direct them to our pricing page at 
https://example.com/pricing. Never quote specific prices as they change frequently.

Vague:

Be helpful with pricing questions.

Use Clear Commands

Good:

Always greet customers by name if their name is known.
Never use the word "unfortunately".
Always offer to escalate after 3 unsuccessful attempts to help.

Unclear:

Be nice to customers and help them.

Organize with Structure

Use headings and bullet points:

## Greeting Rules
- Always greet warmly
- Use customer name if available
- Keep greeting under 2 sentences

## Topics to Avoid
- Competitor comparisons
- Unannounced features
- Internal processes

## Escalation Guidelines
- Offer escalation after 3 attempts
- Provide support email: support@company.com
- Business hours: Mon-Fri, 9am-5pm EST

Common Use Cases

Brand Voice

Tone guidelines:
- Use "we" instead of "I"
- Say "happy to help" not "no problem"
- End messages with "Is there anything else I can help with?"

Policy Enforcement

Return policy rules:
- Returns accepted within 30 days with receipt
- Opened electronics cannot be returned
- For items over $500, manager approval required (escalate)

Prohibited Topics

Never discuss:
- Competitor products (redirect to our features)
- Pricing changes before announcements
- Employee names or direct contact info
- Unreleased features

Special Situations

For upset customers:
1. Acknowledge their frustration
2. Apologize for the inconvenience
3. Focus on solutions
4. Offer escalation if not resolved in 2 exchanges

Product Knowledge

Product clarifications:
- "Pro Plan" was renamed to "Business Plan" in 2024
- Feature X is only available on Business and Enterprise
- Free trial is 14 days, not 30 days

Instructions vs Documents

Use documents for information the AI should know. Use instructions for how the AI should behave.

Instructions vs FAQ

Character Limits

Custom instructions have a character limit (varies by plan). To maximize space:

• Be concise
• Use bullet points
• Remove redundancy
• Prioritize most important rules

Testing Instructions

After adding or changing instructions:

1. Go to Widget > Preview
2. Test scenarios covered by your instructions
3. Verify behavior matches expectations
4. Adjust and retest as needed

Best Practices

Start Small

Begin with 5-10 key instructions. Add more as you identify gaps.

Review Regularly

Monthly, review your instructions:

• Are they still accurate?
• Do you need new rules?
• Can any be removed?

Learn from Conversations

Check chat logs for:

• Responses that didn't match expectations
• Missing guidance
• Rules being ignored (need clearer wording)

Keep a Change Log

Document when instructions change and why. Helps troubleshoot if behavior changes unexpectedly.

Troubleshooting

Instructions Not Followed

If the AI ignores instructions:

1. Check spelling and clarity
2. Make instructions more specific
3. Use stronger language ("Always" vs "Try to")
4. Check for conflicting instructions

Conflicting Instructions

If you have conflicting rules:

1. Review all instructions
2. Remove or resolve conflicts
3. Prioritize what matters most

Too Restrictive

If the AI can't answer questions:

1. Review prohibited topics
2. Ensure instructions aren't too limiting
3. Add exceptions where appropriate