Overview

Instructions let you give your AI agent specific improvement rules. These are not general prompts — they are targeted corrections based on what went well or wrong in previous conversations.

The agent automatically applies these instructions when formulating new responses, for the channels the instruction applies to.

How Instructions Are Created

There are two ways to add an instruction:

1. From the Inbox (recommended)

1. Open a conversation in your inbox where the AI gave a response.
2. Click the thumbs down icon below the AI message.
3. Choose a category (e.g. "Incorrect answer") and write an improvement instruction.
4. Click Save.

The instruction is automatically linked to the platform of that conversation (e.g. WhatsApp or Returnless).

2. Adding Manually

1. Open your agent and click Instructions in the sidebar.
2. Click + Add instruction.
3. Choose a category and optionally a platform.
4. Write the instruction and click Save.

Instructions per Platform

Each instruction has a platform scope:

• All platforms — the instruction applies to all channels the agent is active on.
• Specific platform — the instruction only applies to that channel (e.g. only WhatsApp, only Returnless).

This is useful when your tone or approach differs per channel. For example, you can set a direct tone for Returnless return messages without affecting WhatsApp conversations.

Supported Platforms

• WhatsApp
• Instagram
• Messenger
• Email
• Website Chat
• Returnless

Categories

Categories help you organise your instructions:

• Incorrect answer — the agent gave factually wrong information
• Incomplete answer — the response was missing important details
• Tone improvement — the tone was too formal, too informal, or not appropriate
• Product recommendation — the agent recommended the wrong product
• Other category — anything else

Editing or Deleting Instructions

On the Instructions page you can see all instructions for this agent. You can:

• Click the pencil icon to edit an instruction (change category, platform, or text)
• Click the trash icon to delete an instruction

Tips

• Keep instructions specific: "Always mention the 30-day return window" works better than "Be complete".
• Use platform-specific instructions when your tone differs per channel.
• Too many instructions can contradict each other — regularly clean up outdated ones.
• Test changes in the Playground before going live.