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The Dos & Don’ts you set during onboarding are injected directly into the AI’s instructions. Be specific — vague rules are often ignored.

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Examples

Good Dos

  • Always greet customers by name
  • Mention free delivery on orders above ₹500
  • Recommend alternatives if a product is out of stock
  • End every response with an offer to help further

Good Don'ts

  • Never quote a price that isn’t in the knowledge base
  • Never promise delivery dates
  • Never offer discounts without approval
  • Never discuss competitor products
The Don’ts are more important than the Dos — focus on hard rules first. One specific Don’t is worth more than five vague Dos.

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What makes a rule effective

Specific, measurable rules work. Vague instructions that require the AI to make judgment calls often get ignored or misapplied.