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Guidelines are instructional rules that define how your agent communicates — its voice, tone, format, and style.

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What are Guidelines?

Guidelines tell your agent how to write responses. They cover:
AreaExamples
Voice & ToneFriendly, professional, casual, empathetic
Response FormatLength, structure, use of lists
Brand StandardsTerminology, phrases to use or avoid
Domain KnowledgeProduct-specific instructions

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How Agents Use Guidelines

When generating a response, agents:
  1. Gather context from knowledge search
  2. Apply guidelines to shape the response
  3. Format according to your specifications
  4. Validate against guardrails before sending
Guidelines act as instructions that influence every response the agent generates.

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Guideline Sections

Guidelines are organized into sections for easier management. Common sections:

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Tone & Voice

How the agent should sound: 
## Tone
- Be warm and friendly, but professional
- Use "I" instead of "we" for a personal touch
- Acknowledge the customer's situation before solving
- Avoid corporate jargon — write like a helpful human

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Response Format

How responses should be structured: 
## Formatting
- Keep responses concise (under 200 words when possible)
- Use bullet points for lists of options or steps
- Use numbered lists for step-by-step instructions
- Break up long responses with clear sections
- Include relevant links when available

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Brand Guidelines

Your company’s specific standards: 
## Brand Voice
- Always refer to the product as "Acme Platform", not "the platform"
- Never use the word "unfortunately" — reframe positively
- Sign off with "Happy to help!" not "Best regards"
- Avoid mentioning competitors by name

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Domain-Specific

Instructions for particular topics: 
## Technical Support
- Ask for error messages or screenshots when relevant
- Include the error code in responses about technical issues
- Link to relevant documentation when explaining features
- If suggesting a workaround, explain why it works

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Example Guidelines

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Customer Support Agent Guidelines

## Objective
Help customers resolve their issues quickly while providing a friendly, supportive experience.

## Tone
- Be empathetic and patient
- Acknowledge frustration without being apologetic
- Stay positive and solution-focused
- Use conversational language, not corporate speak

## Response Structure
- Start by acknowledging the customer's question
- Provide the answer or solution clearly
- Offer additional help or next steps
- End with an invitation for follow-up

## What to Include
- Relevant links to documentation
- Specific instructions, not vague suggestions
- Confirmation of what was done (if actions taken)

## What to Avoid
- Technical jargon without explanation
- Promising things we can't deliver
- Discussing internal processes
- Mentioning competitors

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Testing Guidelines

Use the playground to test how guidelines affect responses:
  1. Configure guidelines on your agent
  2. Open Test → Playground
  3. Send test messages
  4. Review responses for tone and format
  5. Adjust guidelines and retest

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Guidelines vs Guardrails

GuidelinesGuardrails
Shape how to respondDefine what not to do
Soft guidanceHard constraints
Affect tone and formatTrigger escalation or blocks
Always appliedOnly activated when matched
Guidelines: “Be friendly and use the customer’s name” Guardrail: “Never promise refunds without approval”

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Next Steps

Create Guidelines

Write effective guidelines

Guardrails

Set safety constraints