> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Text agent instructions

> Define your WhatsApp agent’s objective, conversation rules and handoff criteria. Save and check changes in the sandbox.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" permission="agents.read; agents.update to edit" route="Agents → Text → Instructions" status="nuevo" />

Instructions define how the agent replies and when it uses tools. They apply to conversations assigned to that agent. The description in **General** identifies the agent; write its conversation rules in **Instructions**.

## Write and save

<Steps>
  <Step title="Open Instructions">
    Select an agent in **Agents → Text** and open **Instructions**. Organize the text with headings and lists.
  </Step>

  <Step title="Define a specific task">
    Explain what to resolve, which information to collect and when the task is complete. Specify how to handle missing information.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save and test">
    Click **Save** on this tab. Open **Test agent** and check the replies and simulated tool calls.
  </Step>
</Steps>

Each tab saves separately. If you changed **Tools** as well as the prompt, save that tab too.

## Recommended structure

| Section              | What to write                               | Example                                            |
| -------------------- | ------------------------------------------- | -------------------------------------------------- |
| Role and objective   | One specific responsibility                 | Help with orders and delegate complaints           |
| Required information | Information to request before acting        | Ask for the order number                           |
| Sources              | Where to find information                   | Search the shipping documents                      |
| Tools                | When to use them and how to handle failures | Check the status before confirming a date          |
| Handoff              | Situations requiring a person               | Delegate when the customer requests human support  |
| Style                | Language, length and question format        | Keep replies short; ask one question per message   |
| Boundaries           | Claims and actions to avoid                 | Do not invent prices or confirm unverified changes |

Use this example as a starting point. Adjust tool references to match the tools you added:

```text theme={null}
# Objective
Help the customer check their order status.

# Conversation
Ask for the order number if you do not have it.
Check the status using the configured order tool.
Answer using the result of that query.

# Missing information
Do not invent delivery dates or statuses.
If the query fails, explain that you could not verify the order.
Offer human support using the delegation tool.

# Human support
Delegate when requested or when you cannot resolve the complaint.
Do not say the handoff is complete before receiving its result.
```

## 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

| Message or symptom                                   | What to check                                                                     |
| ---------------------------------------------------- | --------------------------------------------------------------------------------- |
| Read-only access                                     | Ask an administrator for permission to edit the agent.                            |
| Unsaved changes                                      | Save the tab you edited.                                                          |
| Save failure                                         | Check highlighted fields and try again; keep a copy of the prompt if it persists. |
| The agent promises an action but does not execute it | Check that the tool is added, configured and saved.                               |

## Frequently asked questions

<AccordionGroup>
  <Accordion title="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](/en/text-agents/sandbox).
  </Accordion>

  <Accordion title="Why does the agent ignore the handoff instruction?">
    The instruction needs a configured delegation tool with an available destination. Check its rules in [Tools](/en/text-agents/tools) and save the **Tools** tab.
  </Accordion>

  <Accordion title="Does saving Instructions save the other tabs?">
    No. Each tab saves its own fields. Check the save status before testing.
  </Accordion>

  <Accordion title="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](/en/text-agents/follow-ups).
  </Accordion>
</AccordionGroup>

## See also

* [Tools](/en/text-agents/tools)
* [Follow-ups, hours and closing](/en/text-agents/follow-ups)
* [Test in the sandbox](/en/text-agents/sandbox)