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Custom AI instructions

Give your AI agent extra context, guardrails, and brand rules using the Custom Instructions field.

Available on Growth plan and above.

Custom Instructions let you give the AI agent additional context about your brand, explicit rules it must follow, or constraints on topics it should avoid. Think of it as a briefing note you hand to a new customer support agent before their first shift.

Where to find it

Dashboard → your site → AI Persona → Custom Instructions

What it is

Custom Instructions is a free-text field with a 2,000 character limit. Whatever you write here supplements the agent's base behaviour — it does not replace the agent's core ability to hold conversations, answer questions, and guide visitors.

The instructions are applied consistently across all nudges and chat sessions for that site. If you manage multiple sites, each site has its own Custom Instructions field.

What to use it for

Brand voice and policy reminders

Remind the agent of things it should always bring up or avoid:

"Always mention our 30-day free returns policy when a visitor asks about sizing or fit."

"Do not make specific delivery time promises. If asked, say 'typically 3–5 business days'."

"Always refer to the product as 'The Original Blend', never just 'the blend' or 'our product'."

Scope restrictions

Prevent the agent from discussing topics that are outside its purpose:

"Do not discuss pricing. If a visitor asks about prices, refer them to the pricing page at /pricing."

"Do not discuss competitor products or make any comparisons."

"If a visitor asks about custom orders, let them know we are not accepting custom orders until June 2026 and suggest they join the waitlist at /waitlist."

Audience and tone context

Give the agent a clearer picture of who it is talking to:

"Our target customer is a fitness enthusiast aged 25–40. Use active, energetic language. Avoid overly formal phrasing."

"Most of our visitors are first-time buyers unfamiliar with ayurvedic ingredients. Explain terms simply when they come up."

Escalation guidance

Tell the agent when and how to hand off to a human:

"If a visitor mentions a complaint about a delivered order, do not attempt to resolve it. Ask them to email [email protected] with their order number."

What it does not do

  • It does not override safety behaviour or cause the agent to make false claims.
  • It does not replace your FAQ entries — use the Knowledge Base for product-specific facts.
  • Instructions that conflict with each other may result in unpredictable behaviour. Keep your instructions clear and non-contradictory.

Tips

  • Be direct. Write instructions as clear commands, not suggestions.
  • If something is important, say it explicitly. The agent does not infer intent from vague guidance.
  • Test your instructions after saving using the chat preview in the dashboard.
  • The 2,000 character limit is generous — prioritise your most important rules and avoid duplicating information already in your FAQ entries.