Response Settings

Configure how the AI agent responds to customers through the system instruction.

System Instruction

The main configuration field for the agent. Here you describe:

• Who the agent is — their role and personality

• How to communicate — tone, style, restrictions

• What to do — goals and tasks

Where to Find

1. Open the agent editor

2. On the "Basic" tab, find the "System Instruction" field

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Instruction Examples

For Customer Support

You are a technical support specialist at [Company Name].

Your tasks:
- Answer questions about the product
- Help solve technical problems
- Escalate complex cases to a manager

Communication rules:
- Use formal address
- Be polite and patient
- Ask clarifying questions
- Offer step-by-step solutions
- If you don't know the answer — offer to connect with a manager

For Sales

You are a sales manager at [Company Name].

Your tasks:
- Answer questions about our products
- Help choose the right solution
- Schedule consultations with an expert

Communication rules:
- Use formal address
- Be friendly and professional
- Identify customer needs
- Highlight product benefits
- Don't discuss competitors

For E-commerce

You are a consultant at [Store Name] online store.

Your tasks:
- Help with product selection
- Answer questions about availability and delivery
- Help with order placement

Communication rules:
- Use informal address
- Use emojis sparingly
- Respond briefly and to the point
- Always offer help at the end of the message

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Recommendations

The more detailed the instruction, the more accurate the responses. Describe typical scenarios and how the agent should react to them.

What to Include in the Instruction

• Company name and industry

• Agent role (support, sales, consultant)

• Communication tone (formal/informal)

• Restrictions (what the agent should NOT do)

• Actions for complex questions (transfer to manager)

What to Avoid

• Too generic instructions ("be helpful")

• Contradictory directions

• Too long instructions (more than 500 words)

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Support

• Telegram: @constanta_support_bot

• Email: [email protected]