> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Creating Guidelines
> Write effective guidelines for your agents
This guide helps you create guidelines that shape your agent's communication effectively.
## Creating Guidelines
Go to **Train → Guidelines** in your dashboard.
{/* Screenshot: Guidelines page with Create Section button */}
Click **Create Section** to start a new guideline section.
Give it a descriptive name:
* Good: "Tone & Voice", "Response Format", "Technical Support"
* Avoid: "Guidelines 1", "Rules"
{/* Screenshot: Create section dialog with name field */}
Use the rich text editor to write your guidelines.
{/* Screenshot: Guideline section editor with content */}
Click **Save** to save your guidelines.
## Writing Effective Guidelines
### 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.
### 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."
```
### 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
```
### 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.
## Organizing Sections
### By Purpose
Create separate sections for different aspects:
| Section | Content |
| --------------------- | ------------------------------------ |
| **Tone & Voice** | Personality, empathy, language style |
| **Response Format** | Structure, length, lists |
| **Brand Standards** | Terminology, phrases, voice |
| **Technical Writing** | How to explain technical topics |
### By Scenario
Create sections for different contexts:
| Section | Content |
| --------------------- | ------------------------------- |
| **Complaints** | How to handle unhappy customers |
| **Billing Questions** | Specific billing language |
| **Technical Issues** | Troubleshooting approach |
## Assigning Guidelines to Agents
Once created, assign guidelines to agents:
Go to **Build → Agents** and click on an agent.
Select the **Guidelines** tab.
{/* Screenshot: Agent configuration - guidelines tab showing section checkboxes */}
Check the sections that apply to this agent.
Save the agent configuration.
### 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
## Testing Guidelines
{/* Screenshot: Playground showing a test conversation with guidelines applied */}
### 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
### 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?
### Iterating
Guidelines often need refinement:
1. Test → Identify issues
2. Update guidelines with clearer instructions
3. Test again
4. Repeat until satisfied
## Common Patterns
### 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
```
### 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
```
### 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
```
## Best Practices
### 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
### 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
## Next Steps
Learn more about guidelines
Test your guidelines