The Dos & Don’ts you set during onboarding are injected directly into the AI’s instructions. Be specific — vague rules are often ignored.
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.
What makes a rule effective
| Weak rule (ignored) | Strong rule (followed) |
|---|
| “Be polite" | "Always address the customer by their first name" |
| "Don’t overpromise" | "Never promise delivery in less than 3 days" |
| "Stay on topic" | "Only answer questions about our products and policies" |
| "Be helpful" | "If you can’t answer, say: ‘Let me connect you with our team’” |
