Setting Agent Instructions
Define how your AI agent should behave, respond, and handle various customer scenarios
Agent instructions are the foundation of your AI agent's behavior. They define how your agent interacts with customers, handles specific situations, and maintains your brand voice.
What Are Agent Instructions?
Agent instructions are detailed guidelines that tell your AI agent:
How to communicate
Tone, style, and language preferences
What to do in situations
Handling specific customer requests
When to escalate
Transfer to human agents
What to avoid
Boundaries and restrictions
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Best Practices
- Be specific and clear in your instructions
- Include examples of ideal responses
- Define escalation triggers clearly
- Test and refine based on real conversations