Write and save
1
Open Instructions
Select an agent in Agents → Text and open Instructions. Organize the text with headings and lists.
2
Define a specific task
Explain what to resolve, which information to collect and when the task is complete. Specify how to handle missing information.
3
Connect rules to tools
Explain when to search documents, update a contact or delegate. Configure those actions in Tools: mentioning them does not create them.
4
Save and test
Click Save on this tab. Open Test agent and check the replies and simulated tool calls.
Recommended structure
Use this example as a starting point. Adjust tool references to match the tools you added:
Business information
Use instructions for permanent rules and decision criteria. Upload longer documents in Knowledge and configure their tools in Tools. Avoid conflicting prices in prompts and documents. Global contact context, in Advanced, adds contact history and lifecycle state. Enabling it does not replace instructions or configure a tool.Common problems
Frequently asked questions
Do instructions have to be in English?
Do instructions have to be in English?
You can write them in Spanish or English. Specify the reply language and check it with realistic messages in the sandbox.
Why does the agent ignore the handoff instruction?
Why does the agent ignore the handoff instruction?
The instruction needs a configured delegation tool with an available destination. Check its rules in Tools and save the Tools tab.
Does saving Instructions save the other tabs?
Does saving Instructions save the other tabs?
No. Each tab saves its own fields. Check the save status before testing.
Where do I prevent follow-ups after an order is confirmed?
Where do I prevent follow-ups after an order is confirmed?
Use the custom follow-up instructions in Advanced → Follow-up messages. These rules control when follow-ups must not be sent; see Follow-ups.