Write useful instructions

What belongs in instructions

Use instructions for the assistant’s role, tone, answer format, and boundaries. Put detailed product information and changing policies in your knowledge base. Keep one consistent rule for each topic.

Example to adapt

Replace the fictional company and support details before saving:

You help visitors understand Acme's products and support policies.
Use clear, friendly language and keep the first reply concise.
Ask one clarifying question when the visitor's request is ambiguous.
Use the supplied business information for prices, eligibility, and policies.
Do not invent promises, discounts, delivery dates, or account details.
If information is missing or conflicting, explain what is unknown and
ask a human colleague to help.
Do not claim to have issued refunds or changed an account.

Save with Save AI settings, then test a factual question, an ambiguous question, and a request outside the assistant’s scope.

Expected result

The assistant follows your tone and scope while using the available business information. Instructions guide answers; they do not grant access to external systems or guarantee perfect compliance. Review actual replies before launch.

Common mistakes

• Conflicting rules such as “always answer” and “never answer without a source.”
• Old prices duplicated in both instructions and the knowledge base.
• API keys, passwords, or private customer records pasted into instructions.
• Long examples that hide the most important rules. Keep instructions focused and use the visible character counter.