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This guide helps you create guidelines that shape your agent’s communication effectively.

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Creating Guidelines

1

Navigate to Guidelines

Go to Train → Guidelines in your dashboard.
2

Create a Section

Click Create Section to start a new guideline section.
3

Name the Section

Give it a descriptive name:
  • Good: “Tone & Voice”, “Response Format”, “Technical Support”
  • Avoid: “Guidelines 1”, “Rules”
4

Write Guidelines

Use the rich text editor to write your guidelines.
5

Save

Click Save to save your guidelines.

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Writing Effective Guidelines

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Be Specific

Vague:
Be nice to customers.
Specific:
Acknowledge the customer’s situation in your first sentence. Use their name if available. Express understanding before jumping into solutions.

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Use Examples

Show what good looks like: 
## Examples of Good Responses

✅ "Hi Sarah! I understand how frustrating it is when your password 
won't work. Let me help you get back into your account."

✅ "Thanks for reaching out! I can see why that error message 
would be confusing. Here's what it means and how to fix it..."

❌ "Your password reset request has been received. Please check 
your email for further instructions."

❌ "Unfortunately, I cannot assist with that request at this time."

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Be Actionable

Give instructions the agent can follow: 
## Response Structure

1. Acknowledge the question (1 sentence)
2. Provide the direct answer (1-2 sentences)  
3. Give context or explanation if needed (1-2 sentences)
4. Offer next steps or additional help (1 sentence)
5. End with a friendly closing

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Use Positive Framing

Instead of rules about what not to do, describe what to do: Negative:
Don’t use corporate jargon or technical terms.
Positive:
Use simple, everyday language. If you must use a technical term, explain what it means.

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Organizing Sections

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By Purpose

Create separate sections for different aspects:
SectionContent
Tone & VoicePersonality, empathy, language style
Response FormatStructure, length, lists
Brand StandardsTerminology, phrases, voice
Technical WritingHow to explain technical topics

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By Scenario

Create sections for different contexts:
SectionContent
ComplaintsHow to handle unhappy customers
Billing QuestionsSpecific billing language
Technical IssuesTroubleshooting approach

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Assigning Guidelines to Agents

Once created, assign guidelines to agents:
1

Open Agent Configuration

Go to Build → Agents and click on an agent.
2

Go to Guidelines Tab

Select the Guidelines tab.
3

Select Sections

Check the sections that apply to this agent.
4

Save

Save the agent configuration.

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Combining Sections

Selecting multiple sections combines their guidelines. The agent follows all selected guidelines together. Example:
  • General Agent: Tone + Format + Brand
  • Technical Agent: Tone + Format + Brand + Technical Writing
  • Billing Agent: Tone + Format + Brand + Billing Specifics

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Testing Guidelines

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In the Playground

  1. Assign guidelines to an agent
  2. Open Test → Playground
  3. Select the agent
  4. Send test messages
  5. Check that responses follow guidelines

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What to Test

  • Tone: Does it sound right?
  • Format: Is the structure correct?
  • Terminology: Are brand terms used correctly?
  • Length: Are responses the right length?

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Iterating

Guidelines often need refinement:
  1. Test → Identify issues
  2. Update guidelines with clearer instructions
  3. Test again
  4. Repeat until satisfied

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Common Patterns

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The Friendly Professional

## Tone
- Be warm and personable, like a knowledgeable friend
- Use contractions (it's, you're, we'll)
- Keep sentences short and readable
- Express empathy without being overly apologetic

## Language
- Use "I" when possible for personal touch
- Avoid jargon — if you must use it, explain it
- Never say "unfortunately" — find positive alternatives
- End conversations with genuine offers to help more

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The Technical Expert

## Approach
- Be clear and precise
- Explain the "why" not just the "what"
- Use technical terms when helpful, but define them
- Provide step-by-step instructions with numbered lists

## Format
- Use code blocks for commands or technical content
- Break complex explanations into digestible sections
- Include relevant links to documentation
- Anticipate follow-up questions

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The Support Specialist

## Structure
Every response should:
1. Acknowledge the customer's situation
2. Provide a clear solution or next step
3. Confirm understanding or success
4. Offer additional assistance

## Escalation
If you cannot fully resolve:
- Clearly explain what you've done
- Set expectations for next steps
- Provide a timeline if possible
- Thank them for their patience

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Best Practices

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Do

  • Keep it concise — Agents need clear, actionable guidance
  • Include examples — Show what good looks like
  • Be consistent — Use the same terminology throughout
  • Test thoroughly — Verify guidelines work in practice
  • Update regularly — Refine based on actual results

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Don’t

  • Don’t contradict — Ensure sections don’t conflict
  • Don’t over-specify — Leave room for context adaptation
  • Don’t forget edge cases — Consider unusual scenarios
  • Don’t set and forget — Review and update periodically

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Next Steps

Guidelines Overview

Learn more about guidelines

Test in Playground

Test your guidelines