Instruction Updates

You can change how your agent behaves by sending it a message. Email it, text it, or Slack it a new instruction — it applies the change immediately and holds it going forward.

How it works

The agent treats messages from you (the admin) differently from messages from customers. When you send it an instruction, it updates its behavior rather than treating it as a customer inquiry.

"From now on, always include our return policy at the bottom of any reply about orders."

The agent incorporates this and applies it to every future reply. You don't need to return to the settings panel.

Examples

Correction:

"Stop mentioning the waitlist — we're open now."

Tone adjustment:

"Be more concise. Keep replies under 3 sentences when possible."

New policy:

"If anyone asks about enterprise pricing, ask them to book a call instead of quoting a number."

Seasonal update:

"We have a holiday sale — 20% off everything through December 31. Mention it when relevant."

How the agent knows it's you

The agent knows you're the admin based on your email address, phone number, or Slack profile. It distinguishes your messages from customer messages automatically. If you want to test how the agent responds to a customer query, use the In-App channel — it treats in-app as a safe testing environment.

No setup required

Instruction updates work through any channel from day one. No configuration needed.