Can I customize how the AI responds?

Yes. Write instructions in plain English to set the assistant's tone, explain your policies, and say when it should ask staff for help.

Where to put instructions

You can give separate guidance for:

• Overall behavior, tone, and staff handoffs.
• Product recommendations, including compatibility questions.
• How to use FAQ answers and article references.
• Individual tools, such as order lookup or cancellation.

Use FAQs for specific customer answers and instructions for how the assistant should handle a situation. Keep both consistent with your published policies.

Writing a useful rule

Describe the situation, the action allowed, and any condition that requires staff. For example: "For an unfulfilled order, follow our cancellation policy and ask the customer to confirm the order. Send requests about custom-made items to our team."

Instructions don't enable a tool or remove its verification and approval requirements. Check your tool settings as well as the wording.

Checking the result

1. Update the relevant instruction or FAQ.
2. Try a routine question covered by the rule.
3. Try an exception that should go to staff.
4. Review the replies and tool activity in the dashboard.
5. Adjust unclear wording and test that case again.

Staff can take over by replying to the customer or turning AI off for the conversation. For a rule that applies only to one customer's thread, use an AI-visible note.