> ## 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.

# Guidelines Overview

> Shape how your agent communicates

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

{/* Screenshot: Guidelines page showing guideline sections with names and descriptions */}

## What are Guidelines?

Guidelines tell your agent *how* to write responses. They cover:

| Area                 | Examples                                   |
| -------------------- | ------------------------------------------ |
| **Voice & Tone**     | Friendly, professional, casual, empathetic |
| **Response Format**  | Length, structure, use of lists            |
| **Brand Standards**  | Terminology, phrases to use or avoid       |
| **Domain Knowledge** | Product-specific instructions              |

## 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.

## Guideline Sections

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

### 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
```

### 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
```

### 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
```

### 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
```

## Example Guidelines

### 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
```

## Testing Guidelines

Use the playground to test how guidelines affect responses:

{/* Screenshot: Playground showing conversation with guidelines panel visible */}

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

## Guidelines vs Guardrails

| Guidelines             | Guardrails                   |
| ---------------------- | ---------------------------- |
| Shape *how* to respond | Define *what not* to do      |
| Soft guidance          | Hard constraints             |
| Affect tone and format | Trigger escalation or blocks |
| Always applied         | Only activated when matched  |

**Guidelines:** "Be friendly and use the customer's name"
**Guardrail:** "Never promise refunds without approval"

## Next Steps

<CardGroup cols={2}>
  <Card title="Create Guidelines" icon="plus" href="/guidelines/creating-guidelines">
    Write effective guidelines
  </Card>

  <Card title="Guardrails" icon="shield" href="/guardrails/overview">
    Set safety constraints
  </Card>
</CardGroup>