Custom instructions let you give specific guidance to your AI agent beyond the standard settings. This article explains how to use them effectively.
What Are Custom Instructions?
Custom instructions are free-form text you provide to guide your AI agent's behavior. They're like training notes that the agent follows during every conversation.
Adding Custom Instructions
- Go to AI Config > Personality
- Find the Custom Instructions text area
- Enter your instructions (one per line recommended)
- Click Save Changes
Effective Instruction Format
Write instructions as clear directives. Use bullet points or dashes:
- Always mention our free consultation offer
- Emphasize our 20-year experience
- Suggest the premium package when relevant
- Never discuss competitor pricing
Types of Custom Instructions
Promotion Instructions
Direct the agent to mention offers or specials:
- Mention our 15% discount for first-time customers
- Promote our loyalty program when appropriate
Behavioral Instructions
Guide how the agent handles situations:
- If asked about wait times, always offer a callback option
- When the caller seems frustrated, express empathy first
Topic Instructions
Tell the agent what to emphasize or avoid:
- Emphasize our organic and sustainable products
- Do not discuss prices over the phone, offer to send a quote
Referral Instructions
Handle transfers and referrals:
- For complex issues, offer to have a specialist call back
- If asked about insurance, explain we accept all major providers
Best Practices
Be Specific
Instead of: "Be nice to customers"
Write: "Thank customers for their patience when placing them on hold"
Keep It Focused
Limit instructions to what truly matters. Too many instructions can confuse the agent.
Use Positive Framing
Instead of: "Don't be rude"
Write: "Always maintain a courteous tone"
Test Your Instructions
After adding instructions, make test calls to verify the agent follows them.
Instruction Limits
Keep instructions concise. The agent can handle moderate-length instructions, but extremely long lists may dilute effectiveness.