Custom Instructions

Give the AI rules to follow. Settings → AI → Custom Instructions.

Examples

Redirect to docs:

Always suggest checking docs.example.com for detailed guides.

Restrict topics:

Never discuss competitor products.
Never promise refunds — escalate to a human.

Set behavior:

If the customer seems frustrated, apologize and offer a human agent.
Keep responses under 3 sentences.

E-commerce:

For order tracking, ask for the order number and link to mystore.com/track.

Instructions are additive — they add constraints on top of the AI's default behavior.