Overview
Custom instructions for AI replies help ensure consistency and alignment with your brand’s voice. Previously, these instructions were only available for automated AI replies. Now, you can apply custom instructions to manual AI replies as well, giving you more control over response tone, style, and messaging.
By setting custom instructions, you can fine-tune how AI-generated responses are crafted, ensuring they match your preferred level of professionalism, tone, and specific messaging needs.
Why Use Custom Instructions for Manual AI Replies?
Manual AI replies allow customer support agents to generate AI-suggested responses and adjust them before sending. However, without custom instructions, these replies may sound too generic or inconsistent with your brand. Customizing AI replies ensures that every response aligns with your guidelines, improving customer interactions and maintaining brand trust.
Key Benefits:
- Brand Consistency: Ensure AI-generated replies follow your company’s tone and style.
- Improved Response Quality: Reduce generic replies and make AI-generated responses more relevant.
- More Control: Allow agents to apply custom instructions manually while drafting AI replies.
How to Set Up
If Custom instructions are enabled in the settings, they will be applied to all AI-generated replies when using "Ask AI." However, if a custom instruction is selected from the reply dropdown, it will only be applied to that specific reply.
Enabling Custom Instructions
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Navigate to Settings on the Reviews feed.
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Locate the Custom Instructions for AI Replies section.
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Toggle on “Custom instructions for AI” to enable this feature.
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Select an existing instruction or create a new one.
Creating Custom Instructions
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In the Custom Instructions settings, click Add New Instruction.
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Enter a Name for the instruction.
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Add specific guidelines to shape AI-generated responses.
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Save the instruction.
Applying Custom Instructions in Manual AI Replies
Once custom instructions are enabled, agents can apply them when generating manual AI replies:
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Click Ask AI to generate a response.
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Hover over the arrow next to the button to see the Customized AI reply option.
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Click the dropdown to select a custom instruction.
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The AI reply will be generated based on the selected instruction.
Editing Custom Instructions
- Users can edit instructions by navigating to Settings > Custom Instructions.
- Some predefined instructions (e.g., Ask to update rating) cannot be modified.
- The Contact Support instruction allows limited editing (e.g., updating email information).
Best Practices for Custom Instructions
- Keep it Clear: Write concise and direct instructions for better AI-generated responses.
- Match Brand Voice: Ensure instructions reflect your company’s tone (e.g., professional, friendly, casual).
- Test and Adjust: Experiment with different instructions and refine them based on response quality.
FAQ
Q: Do custom instructions apply to all agents?
A: Yes, custom instructions apply to all agents within a workspace but are saved locally per agent when manually selected.
Q: Can I switch between custom instructions while replying?
A: Yes, agents can select different instructions from the dropdown before generating a reply.
Q: Do these instructions also apply to auto-replies?
A: No, auto-replies have separate custom instructions as detailed here.