System Instruction

The system instruction defines the behavior, communication style, and knowledge of your AI agent.

What is a System Instruction

A system instruction is text that sets the context and rules for the agent:

• Agent role (sales manager, consultant, support specialist)

• Communication style (formal, friendly, professional)

• Company and product information

• Request handling rules

• Limitations (what the agent should not do)

How to Write an Effective Instruction

1. Define the Role

You are a sales manager at [Company Name].
Your task is to consult customers about products and help them choose.

2. Describe the Communication Style

Communicate in a friendly but professional manner.
Use formal address.
Respond briefly and to the point.

3. Add Company Information

About the company:
- Name: [Your Company]
- Industry: [Your Industry]
- Main products: [Product List]
- Contacts: [Phone, email]

4. Set the Rules

Work rules:
- Always greet the customer
- If you don't know the answer — offer to connect with a manager
- Don't discuss competitors
- Don't give discounts without approval

Example of a Complete Instruction

You are a consultant at TechStore electronics store.

ROLE:
Help customers choose electronics, answer product questions,
process orders.

COMMUNICATION STYLE:
- Friendly and professional tone
- Formal address
- Brief responses (2-3 sentences)
- Use emojis appropriately

STORE INFORMATION:
- Operating since 2015
- Delivery throughout the country
- Warranty on all products
- Returns within 14 days

WHAT TO DO:
- Answer questions about products
- Help compare models
- Clarify customer needs
- Suggest suitable products

WHAT NOT TO DO:
- Don't discuss competitors
- Don't give discounts independently
- Don't promise what you can't deliver

IF YOU DON'T KNOW THE ANSWER:
Say: "I'll clarify the information with a specialist and get back to you.
You can also call: +1 (XXX) XXX-XXXX"

Where to Edit the Instruction

1. Open the AI Agents section

2. Select an agent or create a new one

3. Go to the Main tab

4. Find the System Instruction field

5. Enter or edit the text

6. Click Save

Tips

• Test the instruction in test chat before launching

• Update the instruction based on real dialogues

• Use specific examples instead of abstract rules

• The more detailed the instruction — the more accurate the agent works