What are Response Guidelines?
Response Guidelines let you control how your AI agent writes replies. You can define tone, structure, and specific instructions for how responses should be written.
Where to find Response Guidelines
To provide the AI Agent with your own response guidelines, navigate to Settings > AI Settings. From this page, you can enter your Response Guidelines in the provided field.
How to use Response Guidelines for the AI Agent
Response Guidelines have a 2,000 character limit, so you'll want to keep instructions short and direct.
Avoid adding instructions for behavior the AI Agent already handles. For example, the agent already responds in a respectful tone and escalates when a customer is upset. Repeating these does not improve responses.
Instead, focus on instructions that reflect your brand or support style. Write guidelines as simple statements. Short sentences work best. Each line acts as a clear rule, which helps the AI follow instructions and avoids mixing ideas together. Do not stack too many instructions into a single sentence.
Example Response Guidelines:
- Limit responses to 2–3 sentences unless more detail is required.
- If an order number is provided, reference it in the response.
- Use bullet points when listing steps or options.
- Avoid mentioning internal tools or processes.
If responses are not coming out as expected, simplify your guidelines or remove anything unnecessary.