Skip to main content
The dos and don’ts you set during setup are injected directly into your AI staff member’s instructions. Specific rules work. Vague ones get ignored or misapplied.
Focus on don’ts first. One specific don’t is worth more than five vague dos — it’s far easier for the AI to follow a hard rule than to interpret a general guideline.

​
Examples of effective rules

Dos that work

  • 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

Don'ts that work

  • Never quote a price that isn’t in the knowledge base
  • Never promise delivery dates
  • Never offer discounts without approval
  • Never discuss competitor products

​
What makes a rule effective

Specific, measurable rules work. Rules that ask the AI to make a judgment call often don’t.
Weak ruleStrong rule
”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’”
You can update your dos and don’ts at any time from the staff member’s settings page. Changes take effect immediately on the next customer message.